Use the quarantine portal or digest to review messages held by the filter.
Applies to: Email Spam Filtering
Email Spam Filtering sits in the mail-delivery path. Incorrect MX or destination settings can interrupt mail, so record the previous configuration and validate inbound delivery after every change.
Before you start
- Confirm the active product or addon and the domain or user it protects.
- Record the current settings before changing them.
Step-by-step
- Open the quarantine portal from the service link.
- Check sender, recipient, subject and detection reason.
- Release only messages you recognise and expect.
- Create a narrow allow rule only when necessary.
Confirm the result
- The service dashboard shows the intended setting or activation state after reload.
- A live test from a separate session or device confirms that the customer-facing service works as expected.
Common problems
| Symptom | Likely cause | What to do |
|---|---|---|
| Receiving works but sending fails. | SMTP authentication, the outgoing hostname, port or encryption mode is incorrect. | Use the full email address as the username and the exact secure SMTP settings supplied for the hosting service; do not use unauthenticated port 25 from a mail client. |
| The same mailbox works in webmail but not on one device. | The mailbox is healthy and the fault is in the device profile, saved password, certificate warning or local network. | Remove only the affected account profile after recording settings, then add it again with IMAP so server mail is not deleted. |
Important notes
- Mailbox storage is part of the hosting plan's total storage allowance. Removing a device profile does not increase server quota, and POP settings can remove messages from the server.
When to contact Tudor Internet
Open a ticket through the Customer Portal when the checks above do not resolve the issue, when an action is unavailable for your service, or when continuing could risk data loss or service interruption. Include the following so the request can be investigated efficiently:
- The addon service and protected domain or user
- The plan or licence level
- The time the issue started and exact message
- Screenshots with credentials, tokens and personal data removed
Do not send passwords, private keys, full payment-card details, one-time authentication codes or unredacted identity documents in an ordinary support reply.
Related articles
- Activate Email Spam Filtering
- Plan DNS changes for Email Spam Filtering
- How Email Spam Filtering works
- Create allow and block rules
- Trace a missing filtered message
Last reviewed: 2026-07-18.
