How to Release Email from Quarantine

Updated 26 November 20252 min read

Some messages sent to your Mweb email address may be held in the Antispam Cloud quarantine if the system believes they could be unwanted or unsafe. You can release these messages safely if you recognise the sender and trust the content.

Follow the steps below to check and release quarantined mail.

How to Check Your Quarantine

1. Go to the Antispam Cloud portal:
   https://u.mweb.co.za/spam
2. Sign in with your full Mweb email address and password.
3. If you have not logged in before, choose Retrieve log-in link
4. On the left-hand menu, select Protection.
5. Click Spam quarantine.
6. You will now see a list of all messages currently held in quarantine.

How to Release a Message

1. Find the email you want to release.
   Use the search bar if needed.
2. Tick the checkbox next to the message.
3. Click Release from quarantine
   The message will immediately be delivered to your inbox.
4. If you trust the sender and want to receive future messages from them, click Add sender to allow list.
   This adds the sender to your personal safe sender list.

Why Your Email Was Quarantined

The filter may place a message in quarantine for reasons such as:

• The sender failed email authentication checks
• The email looks similar to known spam patterns
• The message includes suspicious links or attachments
• The sending server has a poor reputation
• The email was sent from a country commonly used for spam attacks

This is normal and helps protect your mailbox from threats.

Example Scenario

You are expecting an invoice or document from a supplier, but it never arrives.
You check Outlook or Webmail and there is nothing in your inbox or spam folder.
The sender confirms they sent it successfully.

In this case, the Antispam Cloud filter may have quarantined the message because the supplier’s mail server had a temporary reputation issue. The mail is legitimate, but it still triggered the filter.

By checking your quarantine and releasing the message, you get the mail instantly without needing to contact Mweb Support.

If You Still Cannot Find the Email

If the message is not in your quarantine:

• Check your Incoming Logs to see what happened to it
• Ask the sender to resend the email
• Make sure your mailbox is not full
• Add the sender to your allow list

If you still cannot find the message, contact Mweb Support for help.