Enom Hostedemail Spam and Rejections Guide

Enom moved from a third-party service to an in-house solution to meet the demand for better spam protection. This change provides a more spam-free email environment, quicker turnarounds for new features, greater stability, closer alignment with the acceptable use policy, and better outbound IP protection from external blocklists. This guide helps you troubleshoot messages that cannot be received, are marked as spam, or cannot be sent.

The development team is also implementing a feature that intelligently adjusts spam policies based on everyday user interaction with the Hostedemail product.

Troubleshoot receiving or spam-marked email

Cannot receive email or emails are marked as spam

1. Ensure the domain's MX records are properly configured and pointing to Enom using a DNS lookup tool:
   • mx.domain.tld.cust.a.hostedemail.com
2. Ensure the receiving email address is not blocking the sending address.
   1. Check the user's block list and webmail filter settings.
   2. Verify that the recipient is not blocking the sending IP, IP range, domain, or user.
   3. Obtain the sending IPs from the received message headers at the end of the Received-SPF line.
3. Check whether the sender's DMARC, DKIM, and SPF policies match what is found in the receiving users' mail headers.
   1. Identify the sending IP and see whether you can find it within the SPF TXT record of the sending domain. Use the SPF record checker tool to validate the correct IP.
   2. Check the headers to identify whether DKIM validation passed using the X-HE-DKIM-Result line of the header data.
   3. Check the sending domain's DMARC policy. If DKIM or SPF validation failed, the policy can give insight into why the sender's message was marked as spam or rejected.

Manually marking an email as spam

Marking an email as spam reports various elements of the email, such as the sender, email headers, and email contents, to the email server. The spam filter incorporates these elements and filters out future emails that are similar.

Reporting legitimate marketing emails as spam is ineffective, since they are considered a trusted sender. Unsubscribing from their mailing list prevents future marketing emails.

1. Mark the email as Spam.
2. Click Accept to confirm the selected email as spam.

Troubleshoot sending email

Start by distinguishing the possible error reasons: an SMTP-reject or a bounce-reject.

SMTP-rejects

1. Ask the user to save a draft of the message and review it yourself.
   • Would the contents and recipient list size of this message be largely considered spam by a foreign recipient?
   • Does this message meet the terms of the acceptable use policy?
2. If the user is disabled or suspended from sending emails, submit a ticket for further investigation.

Bounce-rejects

Ask the user for a copy of their auto-generated undelivered mail bounce message. The recipient email server, at its discretion, may or may not provide a reason for the rejection. If a reason is provided, attempt to self-serve and correct it, as there are many common possible reasons.

• The recipient does not exist.
• The recipient's mailbox is full.
• The sender did not pass the SPF, DKIM, or DMARC policy check.
• The sender's IP is blocklisted.
  • For these cases, contact the support team, as Enom may arrange to have the IP delisted.

Next steps

If you still need assistance determining the reason for message delivery failure, contact us and provide the information needed to troubleshoot further:

• The recipient's email address.
• The sender's email address.
• The date, timestamp, and timezone of the failure.
• The error message and any associated bounceback email headers.

Questions? Contact Enom Support.