Outgoing Email blocked

Customer Support Customer Only Discussion
1

If I happen to miss the e-mail from abuse when a customer was attacked, am I out of luck to get their account reenabled? I’ve checked the machine, changed the passwords and verified all is now clean. However, it seems unless I can produce the original abuse notice (that I’m not finding anywhere), I’m stuck in limbo?

[FONT=arial][SIZE=3]Reference Ticket [/SIZE][/FONT][SIZE=3][FONT=arial]#ORU-92730[/FONT][/SIZE][SIZE=3][FONT=arial]-257:[/FONT][/SIZE]

[INDENT=1][FONT=arial]Hello,[/FONT]

[FONT=arial]Yes, as we’ve checked smtp service for this email id has been blocked due to a spamming issues. We’ve sent you an abuse notice from our Abuse department on your contact email id of main account.[/FONT]

[FONT=arial]Kindly check that and reply back the email on abuse and we’ll check it and will do the needful.[/FONT]

[FONT=arial]Please feel free to contact us for any further information or assistance in this regards.[/FONT]

[FONT=arial]Regards,[/FONT]
[FONT=arial]Sachin[/FONT][/INDENT]

[INDENT=1][FONT=arial]Sachin,[/FONT]

[FONT=arial]Thank you for checking. I have checked the mail email id, and I do[/FONT]
[FONT=arial]not find the abuse e-mail. It’s possible my spam filter caught it.[/FONT]
[FONT=arial]To be clear, I’ve checked the following mailboxes:[/FONT]

[FONT=arial]sales@f**c.com[/FONT]
[FONT=arial]sales@pr**s.com[/FONT]
[FONT=arial]david@for**r.com[/FONT]
[FONT=arial]postmaster@e***y.com[/FONT]

[FONT=arial]If you sent the notice to a different address, please advise.[/FONT]

[FONT=arial]In any case - thank you for sending notice. I deeply apologize for missing it.[/FONT]

[FONT=arial]Regardless of my receipt of notice, can you please re-enable my[/FONT]
[FONT=arial]customer? I have personally inspected her machine and also verified[/FONT]
[FONT=arial]she is now using a strong password.[/FONT][/INDENT]
[FONT=arial][/FONT]

2

Hello,
We mostly need a reply to the abuse side, if you need it resent we can do that. I will point it out and ask now.

3

We’ve resend the abuse notice on your contact email id and also updated your ticket.

4

[SIZE=3][FONT=arial]Stephen, Sachin, [/FONT][/SIZE]

[SIZE=3][FONT=arial]First, thank you for putting up with these details. I’ve been with JodoHost for a long time and I still think it’s the best.[/FONT][/SIZE]

[SIZE=3][FONT=arial]Something strange must be happening with spam filters. We use Google[/FONT][/SIZE]
[SIZE=3][FONT=arial]Apps for mail - do you have a history of problems with that provider?[/FONT][/SIZE]

[SIZE=3][FONT=arial]Both [FONT=arial]sales@f**c.com[/FONT] and [FONT=arial]sales@p**s.com[/FONT] are aliases for me, and[/FONT][/SIZE]
[SIZE=3][FONT=arial]I receive many dozens of e-mail at both addresses every day. I[/FONT][/SIZE]
[SIZE=3][FONT=arial]changed the address today because [FONT=arial]p**s.com[/FONT] is now considered[/FONT][/SIZE]
[SIZE=3][FONT=arial]our “primary”, but the old address still works. I’ve also run tests[/FONT][/SIZE]
[SIZE=3][FONT=arial]on both addresses today from my Yahoo.com testing account and[/FONT][/SIZE]
[SIZE=3][FONT=arial]everything is working fine.[/FONT][/SIZE]

[SIZE=3][FONT=arial]However, I did not receive the second abuse message you sent today[/FONT][/SIZE]
[SIZE=3][FONT=arial]either. Nor does it appear in my junk mail.[/FONT][/SIZE]

[SIZE=3][FONT=arial]Clearly, I want this to work just as much as you do, because I want to[/FONT][/SIZE]
[SIZE=3][FONT=arial]receive the abuse alerts so I can fix them quickly.[/FONT][/SIZE]

[SIZE=3][FONT=arial]Did you receive a failure notice or did the message bounce back?[/FONT][/SIZE]

[SIZE=3][FONT=arial]What address should I put in my whitelist? [FONT=arial][email protected][/FONT]?[/FONT][/SIZE]

[SIZE=3][FONT=arial]Please accept my apologies in advance for the extra trouble.[/FONT][/SIZE]
[FONT=arial] [/FONT]

5

I think we have it worked out offline, sorry for the extra forum thread.

6

For future reference, if someone stumbles on this thread…

The issue was that I use Google Apps and our contact address was a forwarding alias. Google treats these as “groups”, which have a non-adjustable spam filter, and spam is simply deleted, it does not go to a spam folder.

Unfortunately, the abuse e-mail was flagged as spam. (facepalm)

I changed our contact address to be a normal mailbox and set the [email protected] address in our whitelist. Problem solved.

Thanks again for your help.

7

Thanks for your patience and sharing your experience here.