Plan requirement
| Subscription | Any plan |
| Access | Admin |
One customer whose mail is suspended every time has a specific cause, and it is usually on their side rather than yours.
Symptoms
- The same sender appears in the suspended list repeatedly.
- They say they emailed you and you have no ticket.
- Other customers on the same domain are fine.
Resolution steps
1. Read the suspension reason
The list gives one for every entry, and it points straight at the cause. Failed authentication and unknown sender lead to different fixes, so start here rather than guessing.
2. Their domain fails authentication
The most common cause when it is one company. Their mail claims to come from a domain whose SPF or DKIM records do not support it, often because they send through a third party that was never added.
You cannot fix this. Their IT can, and telling them precisely what is failing usually gets it done, because it will be affecting more than just you.
3. They are forwarding through something
Mail forwarded via another system arrives looking unlike what the sending domain declared. Common with customers using an alias or a personal forward.
4. Allowlist them
The immediate fix. Add the address, or the whole domain if the company is a customer. This stops the symptom while the underlying cause is sorted out.
5. Recover, do not delete
Recovering teaches the filter; deleting does not. Repeatedly deleting genuine mail from one sender trains exactly the wrong thing.
Tell the customer
They think you have been ignoring them. A short message saying their mail was being filtered, that you have fixed it, and what their IT could check is worth more than the fix itself.
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