I had the same issue with a user that triggered my outgoing spam block sending a normal message. Couldn't get it to remove from the web interface (v16). When I try to remove it says in a red pop-up that it can't add to the blacklist even though i choose remove.

 

Had to go hack around and found the file internal_spammer.xml it's located in C:\Program Files (x86)\SmarterTools\SmarterMail\Service\ids_blocks

 

Then you have to restart the smartermail service and then reload the ids block page.

 

I changed the rule from a block to notify for now...

 

 

This is still an issue 2021. 

User exceeded limits, now gets...

"452 Outbound mail has been temporarily disabled for this account."

Apparently no way to clear using the admin web interface.

Also interesting that the user *can* send using the web interface - only blocks when sending over SMTP. 

BTW, checked the IDS list and the user's IP is not on there.