Trusted Sender emails still going to Junk E-mail folder
Question asked by Dave Schatzmann - March 1, 2017 at 9:45 AM
I am trying to understand why domains I have on the Trusted Senders list still end up in the Junk E-mail folder.

I have about 8 different senders, ALL of who are using a form of Outlook, that end up there every time they send me an email.  This includes my bank, natural gas company, college student emails sent via their school's exchange, Home Depot, etc.  There is obviously some kind of connection with Outlook...but why is it happening on MY end?  I have no problems sending mail to any of these only happens on received emails, and as stated, each domain is in Trusted Users, hoping that would have corrected the problem.

Any thoughts on how to stop those from going to the Junk folder?
Thanks in advance!

4 Replies

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User Replied
Hi Dave. In your first 2 examples, I can see that the Trusted Sender's List was triggered...
X-SmarterMail-TotalSpamWeight: 0 (Trusted Sender - Domain)
X-SmarterMail-TotalSpamWeight: 0 (Trusted Sender - User)
For the above, check your Delivery Log to see what it says. It will normally tell you why something was sent to junk.
As for the 3rd example, it looks like it did not trigger the Trusted Sender's List...
X-SmarterMail-TotalSpamWeight: -4
However, a score of -4 shouldn't land in the Junk E-Mail folder regardless. I would check the Delivery Log for that one too just to see why it was sent to Junk. Also, be sure that you added the correct address/domain to the Trusted Sender's List for this one.
I hope this helps. Thanks!
Rod Lasky Replied
Employee Post
Hi Dave.  A Trusted Sender means that any spam checks are going to be ignored.  However, any Content Filtering will still be checked and applied afterwards.  What you're describing sounds working as designed.
Rod Lasky
Technical Support Specialist
SmarterTools Inc.
(877) 357-6278
We have the same problem on our SmarterMail 16. A customer is receiving mails from a contact that have a failing SPF record (because of a typo in their SPF line) and it goes to Junk Mail.

Our customer added the source domain and source e-mail address to their trusted sender list, but spam weight still increase and mails from this source are still delivered in Junk Mail ... 
turtle Replied
This is a daily occurrence, marking incoming as "trusted" and Not Spam" for the same accounts over and over.
the incoming are my customers sending from other of my servers.
Is there anything to correct this?  Setting an IP address to always pass without checks?

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