Subject False Positive Reporting and Blocked Outbound Email   

False Positive (FP) – message that is not spam, but incorrectly being blocked as spam.

False positive sending of messages will receive the error: 550 Permanent Failure: Message delivery failed. If you believe this message is an error, please review the User Service Agreement and contact Support. This error is both visible by an email program and by web mail.

When users see this error, please denote to them that we need a copy of this message. Without this message, we cannot assist you in sending or receiving this message. If these instructions are not followed, we will be unable to adjust our anti-spam service for this message issue.

OUTBOUND Mail
Webmail:
• If using web mail, simply save a copy as a draft in web mail.

Email Client:
• If you are using IMAP this is relatively simple.
• Save a copy as a draft in your email client, then copy the message to the DRAFT folder on the IMAP.
• If using POP, copy the entire content of the message and paste it in a compose message in web mail, then save it as a draft.

For either of these formats, please denote this:
• Email account having problem
• Subject of message
• Date composed/saved

As long as we can get all of the above, we can try to fix the problem.

INBOUND Mail
Any individual message must be in one of these formats: .msg, .txt, .eml, .822
All messages must be in a ZIP file and password protected, (please see instructions below).

1. Save all spam messages that you are seeing locally to your computer.
    a. Please double check the message to ensure that the message headers are there.
2. Create a ZIP folder, and password protect it.
3. Copy all the messages to the ZIP folder.
4. Email the zip file to support@castles.com along with the password to have the messages reviewed.

In Windows once the file is zipped.
- Right click on the compressed folder and select “Explore.”
- In “File,” select “Add a Password.” Enter the password and confirm the password.

To create password protected zip file in Mac, follow the steps below:
- Go to Finder -> Application -> Terminal
- now change directory to the plance you wan to zip and enter the command below:
- $ zip -e myzipfile.zip file1.txt file2.txt
- Once you enter the command, system will prompt you for password twice.
   Just enter the password you wish to set, and it’s done!
- You should see myzipfile.zip appear in the directory.