Technical Support

How do I notify SMX of a misclassified email?

In order for SMX to investigate an email problem the service desk requires a copy of the misclassified email (.eml format).

These are the steps to follow when sending the misclassified email to the SMX service desk with most common mail clients and webmail clients:

  1. Launch your email client
  2. Create a new message and address it to emailsupport@smxemail.com
  3. Drag and drop the misclassified email into the newly created message, it will now appear as an attachment

N.B. Please do not include other recipients your submission whether in the To, CC or BCC fields.
In Mac OS X Mail, use the "Forward as Attachment" option in the Message menu or via right-click.

Outlook Mail Client

  • Submit false positive (a legitimate email that should not have been blocked)

Thunderbird Mail Client

  • Submit false positive (a legitimate email that should not have been blocked)

Gmail Mail Client

  • Submit a false positive.

What do I do if I receive a spam email?

Below are video clip instructions showing the process on common email clients:

  • Submit false negative (a spam email that should have been blocked)

Thunderbird Mail Client

  • Submit false negative (a spam email that should have been blocked)

Gmail Mail Client

  • Submit a false negative.

What is the accepted format to submit a misclassified email to SMX support?

While attaching a misclassified email please make sure it is in .eml format. Therefore, please follow the above 2 questions so we receive the email in the correct format. Any other method will not create an RFC822 MIME attachment, which will not provide the message in its original form.

How do I submit an email rejected as virus?

Please follow the steps below to save and submit the email to the SMX service desk team. IT assistance might be needed, however if you are comfortable following them please carry on.

a. Save the whole email, including any attachments, to a folder on your computer (the desktop is suggested so you can locate it easily).

b. Next, please use one of the below mentioned archiving software to compress the files (WinRAR or 7-Zip):

WinRAR

Please follow the instructions below for using WinRAR to submit an email rejected as a virus to the SMX service desk for review, once you have saved the whole email, including attachments, to a folder on your computer.

To use WinRAR to submit an email rejected as a virus to the SMX support desk, go to the RARLAB WinRAR downloader page to download the software.

If you're unsure about the PC version (32 or 64-bit), choose the 32-bit version. Once you have the correct version for yourself, just follow these instructions:

7-Zip

Please follow the instructions below for using 7-Zip to submit an email rejected as a virus to the SMX service desk for review, once you have saved the whole email, including attachments, to a folder on your computer.

To use 7-Zip, go to the 7-Zip website to download the software.

If you're unsure about the PC version (32 or 64-bit), choose the 32-bit version. Once you have the correct version for yourself, just follow these instructions:

c. Zip the email and password protect the zip file.

d. Compose a new message to emailsupport@smxemail.com and attach the password protected zip file.

 

Note: Please include the password in the body of the email so we are able to open it.

What do I do if my email is rejected due to RBL?

If your email has rejected due to an RBL (Real-time Blackhole List), then please follow the steps below so you can send the email:

  1. Find out who the IP address belongs to. You can check this at https://www.whatismyip.com/
  2. Once you have found out who the IP address belongs to, scan any machines/devices related to that IP address and remove any malware / spyware / viruses.
  3. Then you can check at https://mxtoolbox.com/blacklists.aspx to see which RBLs the IP address is on and request de-listing from the appropriate websites.
  4. After de-listing the IP address, you will be able to send the email again.

How do I receive incident and planned maintenance alerts from SMX?

To be notified of any incidents or planned maintenance, please visit Service Status page and subscribe to updates by email and/or text message.

How to setup internal emails to be Archived on SMX?

The SMX Archive functionality automatically archives all external inbound and outbound emails that traverse the SMX cloud mail platform. However, in order to capture the internal emails sent and received between users (which normally would not pass through SMX), Journaling is required.

Journaling ensures a complete archive of the organisation’s emails are stored in a single, searchable, secure, off-site environment.

The journal address to use will be supplied on request. Please refer to your email provider for specific configuration requirements.

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