Spam filtering can reduce unwanted email, but no filter catches every unwanted message or avoids every false positive. Review your spam folder regularly, particularly when expecting a new client's message.
Find the controls for your mailbox
For cPanel-hosted email, sign in to cPanel and look for Spam Filters or the filtering tool provided for your account. Available controls depend on the hosting configuration. If your email is hosted by Google Workspace, Microsoft 365, or another provider, use that provider's filtering controls instead.
Where available, route suspected spam to a separate folder while you assess the results. Automatic deletion can discard legitimate messages. Lowering a spam-score threshold generally marks more messages as spam and can increase false positives.
When legitimate mail is affected
- Check the spam folder and any mailbox rules or forwarding settings.
- Verify an unexpected sender before adding an exception. A familiar display name alone is not proof of identity.
- If a known sender's messages continue to be misclassified, send support an example with its date, time, sender address, and recipient address.
When a message never arrives
A message rejected before delivery may never appear in a spam folder. Ask the sender for the exact bounce message, and let us investigate. Check mailbox storage as well.
Keep your devices updated, be cautious with links and attachments, and report suspected phishing. Do not ask someone to disguise a blocked attachment or resend known malware in a ZIP file to bypass filtering.
Need help? Open a support ticket. Include the affected domain and the exact error message, but do not include your password.
