How do I notify SMX of a misclassified email?

Sorry for the inconvenience caused. Let's get your mail cleared as fast as possible.

In most cases, there is an element or two in the message (visible or invisible to you) that our international vendors have found in a recent spam or Phishing campaign.

To solve this issue quickly and stop it from recurring, we require a copy of the message sent. As soon as we get your message, we will clear the mail with our vendors and let you know it's clear to send again.

Please follow the instructions or watch the video below that best matches your mail client.


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 the 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 in your submission whether in the To, CC or BCC fields.
In Mac OS X Mail and Outlook clients, use the "Forward as Attachment" option in the Message menu or via right-click.

Below are instructions for different email clients on how to submit your misclassified email to SMX.

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.