Understanding Spam Scores and Email Placement

• Emails are assigned a spam score based on their content and characteristics.

  Low-scoring spam emails are placed in the Junk folder in Webmail, while high-scoring spam emails are quarantined.

  This article explains how spam scoring works and what actions you can take.

• What Is a Spam Score?

  A spam score is a rating assigned to an email based on various factors that help determine whether it is likely to be spam. The higher the score, the more suspicious the email appears to be.

• Where Do Spam Emails Go?

  1. Low-Scoring Spam Emails
     • Emails identified as low-risk spam are placed in the Junk folder in MWEB Webmail.
     • You can access the Junk folder by logging into Webmail.
     • If you use an IMAP email client, the Junk folder may sync to your device unless your settings prevent it.
     • If you use an POP3 email client, To allow or restrict downloading Junk folder messages to your email client, follow this guide.
  2. High-Scoring Spam Emails
     • Emails with a high spam score are considered potentially harmful and are quarantined.
     • These emails do not reach your mailbox and are held in quarantine for security reasons.
     • To release quarantined emails, you need to request a Quarantine report.

• How to Release a Quarantined Email

  If you suspect a legitimate email has been quarantined:

  • Request a quarantine report by following this guide or Contact Support for further assistance.
  • Our Support team Will be able to log the query with the Mail Engineers for further investigation.
  • The Engineers will require the senders e-mail address, recipient address, date, time and subject of the message.
  • Alternatively, the sender can provide the SMTP transfer log of the undelivered messages.