At Mailfence, safeguarding our users from spam, scams, and malware is a top priority. As a private and secure email solution, we are committed to maintaining the highest security standards. Here’s an overview of our anti-spam efforts, common issues encountered, and improvements made based on user feedback.
Emails Landing in your Spam Folder
In January 2024, we decided to strengthen our anti-spam filtering parameters. This was in response to a wave of spam emails being received by our users. As part of our commitment to a safe and secure email solution, it is our responsibility to protect your Inbox from unsolicited messaging, or worse, social engineering attacks.
However, in the following months, some users have made us aware of emails landing in their spam folder erroneously. In some rare cases, emails appeared to not reach the user’s Inbox entirely.
We have studied each case individually and would like to confirm that this only happened with emails that were badly formatted or had issues with DKIM signatures sent by bulk providers.
After investigating, we found that these cases involved emails with poor formatting or missing DKIM signatures, often sent by bulk email providers. Notably, certain notifications (like Discord confirmations) had formatting issues that triggered our filters. These specific cases have now been resolved.
To clarify, emails from reputable sources and individuals are unaffected. You can rest assured that emails from trusted contacts will reach you without issue.
Whitelist function
For emails that may still appear in the spam folder, our Whitelist feature provides an easy solution. To add a specific sender or domain to your whitelist:
To Whitelist a specific email address or domain, navigate to Settings > Messages > Whitelist > Add email or domain:
To learn more about our Whitelisting features, check out this guide here.
Actions We Are Taking
As part of our commitment to a more safe and secure Internet, we are constantly reviewing our various security measures.
We have therefore been reviewing our spam strategy and have implemented the following changes:
- We have lowered the threshold so that extremely badly formatted emails still arrive in the spam folder, and are not rejected entirely.
- We have implemented several hard exceptions for providers that caused too many issues.
- We have increased the number of emails you can manually Whitelist for our Entry, Pro, and Ultra plans. For all the details per plan, check out this guide here.
If you think an email isn’t reaching your inbox, here’s what you can do:
- Check the spam folder for the missing email.
- Turn off spam filtering under Settings > Messages > Whitelist.
- Add trusted domains to your whitelist.
If you still don’t find the email, contact us at support@mailfence.com with the exact timestamp, timezone, and sender domain so we can investigate further.
We also suggest you consult the following guides in our Knowledge Base:
Closing Words
Our fight against spam, scams, and malware is ongoing. We understand the frustration of missed emails and know how essential email reliability is in a private and secure solution. With these latest improvements, we’re confident that our anti-spam measures will better serve you.
If you have any further questions or need assistance, please reach out to us on our social media platforms or contact our support team at support@mailfence.com. We’re here to provide you with the safest, most private email service possible.
