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Support > Knowledge Base > What to do
What to do if you can't send email?
If you can't send email, it is probably because emails you send out are being rejected (bounced) by mail servers that are using our anti-spam Super Blacklist service. Sometimes there will be a bounce message telling you that your email was rejected by MailProve's anti-spam service.
A typical bounce message from a server using our blacklist looks like this:
This system is protected by MailProve's Service, ¡K. Is blacklisted, please go to www.mailprove.com to unblock.
You can verify if the IP of your outgoing mail server is listed on the Super Blacklist by connecting to this link to the evidence system. The evidence will explain why that IP is listed.
Notify your system administrator or your ISP.
How can I be removed from the blacklist?
If you have stopped the spam, the IP of your outgoing mail server will be automatically be de-listed from our blacklist a maximum of 48 hours from the time it is listed. If you are sure that the problem has been fixed, you can apply to be unblocked immediately by connecting to this link.
If the spamming activity has not been terminated and is detected by MailProve again, the IP of your outgoing mail server will be listed. If the spamming activity continues after five de-listing attempts, you have to contact MailProve to apply for unblock.
If you are an enterprise customer, what to do if you can't receive email from a sender?
The sender or its ISP has sent spam hence the emails are rejected. You can verify if the IP of the corresponding outgoing mail server is listed on the Super Blacklist by connecting to this link to the evidence system. The evidence will explain why that IP is listed.
If you have important messages that you must receive from an identified spamming server, there are different ways that you can go about receiving them, depending on the type of mail server that you are using. If your email server can only configure rejecting any unwanted emails, you can use the customized whitelist function to accept emails from this spamming server. The whitelist can be easily formed by uploading the email addresses from your address book.
If your email server supports addition of header or modification of email's subject header, you can tag the emails coming from an identified spamming server and let the user decides how to handle these emails.
The following table shows the actions available from some of the popular mail servers.
| Email Server Configurable Action |
| Reject Only |
Reject + Header Addition or Subject Header Modification |
| Microsoft Exchange |
Lotus Notes 6 |
Sendmail |
IMail |
| qmail |
Tumbleweed Messaging Management System |
SpamAssassin |
CommuniGate Pro |
| exim |
Postfix |
GFI MailEssentials |
| SLmail |
N-PLEX |
| Zmailer |
JSMail |
| Eudora Internet mail Server 2.2 beta 3 |
Blackmail mail filter |
| smail3.x |
VIRCOM's VOPmail |
| Mcafee Spam Killer |
Mailmarshal 3.0 |
| NTMail |
Stalker Internet MailServer for MacOS |
If you are a service provider customer, what to do if you can't receive email from a sender?
Similar to the case for an enterprise customer above, you can form whitelist if you must receive messages sent from a spamming server. However, unlike the case for enterprise who has a constant contact list to upload, you may need to enter each address into your customized whitelist one by one.
What to do if you think a mail server listed by the Super Blacklist is a legitimate mail server?
Like any system used to filter email, the Super Blacklist has the chance to block legitimate mail server and this needs to be acknowledged. Please contact us to report the case. MailProve accepts suggestions from our customers and will endeavor to amend the listing as quickly as possible as part of our continuous effort in fine tuning our systems.
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