In this article you will learn:
- What an e-mail blacklist and whitelist are
- How to manage the blacklist and whitelist
- Common issues
- Frequently asked questions
E-mail blacklist and whitelist
These two lists are one of the layers of protection against spam.
- Blacklist contains addresses and domains from which the server completely rejects e-mails.
- Whitelist contains addresses that are exceptions to the blacklist. If you want to block an entire domain except for a small number of trusted addresses, add these addresses to the Whitelist.
You can set the blacklist and whitelist globally for the entire service as well as for individual mailboxes. Setting them through the WebMail client is currently unavailable.
Managing the blacklist and whitelist
You can manage the blacklist and whitelist for each service that provides e-mail hosting. You can access the list of blacklisted addresses by following these steps:
- Log in to the customer administration ⧉.
- In the top menu, click Hosting services Mailhosting, Webhosting, WMS, or WebSite.
- Select the service for which you want to display the blacklist or whitelist.
- In the left menu, select E-mails – Blacklist/whitelist.
Manage blacklist and whitelist:
In the Sender list you can see the following items:
- Sender: A specific e-mail address or an entire domain.
- Type: Information on whether the sender is on the blacklist or whitelist.
- Mailbox: The e-mail mailbox for which the setting applies. The * character means that the sender is on the list for all mailboxes.
- Source and created: Information about how and when the sender was added to the list (RoundCube – manual means added via WebMail).
Adding an address to the blacklist/whitelist
Add a new sender by following these steps:
- In the blacklist and whitelist management interface, click the + add sender button.
- In the pop-up window:
- Fill in the sender's e-mail, domain, domain suffix, or IP address.
- Select the mailbox for which you want to set the rules; the * option selects all mailboxes.
- Choose whether you want to add the sender to the blacklist or whitelist.
- Click the Add sender button.
Removing an address from the blacklist/whitelist
To remove individual addresses from the blacklist or whitelist, click the cross to the left of the sender. Alternatively, check all the addresses you want to remove and click the delete selected items button.
Common issues
Common issues with blacklist/whitelist settings include:
- Mails from a whitelisted address do not arrive
- There is too much spam and the blacklist is not enough
Whitelisted address does not arrive
Problem: I added an address to the whitelist, but e-mails still do not arrive/end up in spam.
Cause: The whitelist does not participate in mail receiving mechanisms and spam filtering at all - it only suppresses selected rules of the user Blacklist. Mail servers sort mail based on internal and external blacklists, and other common verification mechanisms such as SPF, DKIM and DMARC. More information can be found in the article E-mails – SPAM.
Solution: Ask the operator of the problematic e-mail mailbox to improve mail deliverability by setting at least an SPF record, or by delisting from public blacklists.
Blacklist is not enough
Problem: A large amount of spam is coming from various mailboxes, and we cannot blacklist them fast enough.
Cause: Spam malware can infect more than one mailbox on the mail server, or a mailbox authorized to send under other names as well.
Solution: Blacklist the entire domain, or the sender's IP address.
Frequently asked questions
I need to whitelist an e-mail address that, despite all measures, ends up in spam. How can I do that?
First, try to find out why the message is being rated unfavorably. Some possible causes can be found in the guide E-mails – Blocking.
If you cannot find the cause, contact support via the form. Please attach the header of the problematic message ⧉ in the text or as an attachment.
How do I remove a blacklisted address if I do not have access to the customer administration?
Currently, only the service administrator can remove a blacklisted address.
How do I add a TLD to the blacklist?
Type its name into the sender field, for example com, blog, or website.