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Report Filtered Email/Whitelist Request
RECOL customers who suspect that email sent to their organization is being blocked or filtered should use the following email address to report issues to RECOL Mail Support: mailsupport@recol.com
Please make sure to include the following information in your email.
- name of RECOL customer
- sender address of email being blocked
- recipient address
- date and approximate time that the email was sent
- any error notifications or other relevant additional information
Our support staff will investigate your report and respond promptly. If filtering is confirmed, the recommended action will often be for the sender to correct the underlying cause, e.g. inclusion on blacklist, mis-configured mail server, banned attachment, etc. When necessary, however, RECOL will create a temporary whitelist entry to exempt the email in question from filtering. The following two (2) types of whitelists are utilized.
- Server whitelist, i.e. all messages sent from a mail server IP address are exempted, and
- Email address whitelist, i.e. all messages sent from a specific email address are exempted
For security reasons, we do not whitelist entire domain names. Whitelisted entries normally expire after 90 days. More detailed information on our filtering policy is contained in the following FAQ:
http://www.recol.com/Support/show_faq.asp?article_ID=175
The above policy and procedures apply to our standard email, anti-spam and anti-virus products. We also provide custom solutions for those customers with special requirements. Contact for additional information.
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