Check these questions first. If you don't find what you're looking for, contact us.
Most Common Customer Questions
Q: Do I ever need to access the Web Quarantine site?
A: It depends. Most customers are happy with our default settings and have no need to access the site. Some customers, however, wish to tweak their filter settings or access their quarantined spam messages in real time instead of waiting for the quarantine report.
Q: How do I access my quarantined spam messages?
A: There is a login link in the top right corner of this page, or you can click here.
Q: I forgot my password to access the Web Quarantine site. Help.
A: Your password is the same one you use to access your computer at work. Our filtering system automatically validates passwords with your system.
Q: How do I make sure someone's mail does NOT get blocked?
A: The easiest way is to add the sender's email address to your "Trusted Senders List". You can do this two ways...
1. Log into the Web Quarantine site. Go to Settings, then Email Filtering, then Trusted Senders. You can add just that particular sender's email address or every address from his/her domain.
2. If your sender's message shows up in the Quarantine report simply hit 'Release'. The next screen will give you the option of adding that sender to your "Trusted Senders List".
Q: Someone is sending me an attachment that is getting blocked. What can I do?
A: The simplest way to fix this is to add the sender to your "Trusted Senders List". Alternatively, you can adjust the attachment filtering settings on the Web Quarantine site.
Q: Do I have to manually delete spam messages from my Quarantine Report?
A: No. Our system by default will automatically delete any quarantined items that are more than 5 days old.
Q: I'm not getting messages from a particular sender and nothing shows up on the Web Quarantine site. What gives?
A: Whenever this happens, 9 times out of 10, there's a problem on the sender's end. Either they have the wrong email address or there's possibly something wrong with their email system. All messages sent to you either arrive at your inbox or get blocked into the spam quarantine section. If a message is not in one of these two places it didn't get sent correctly. (As a precaution though, make sure the sender is on your trusted senders list. You can always remove them later.)
Related Links
General FAQ - Spam filtering and blocking questions.
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