Support...

How does a message get marked as spam?

Our email servers scan through any messages you receive and look for specific senders, and words/phrases within the subject and text of messages that are often included in spam messages. For example, our server might see a message with "Mortgage Rates are LOW!" in the subject line, and mark it as spam.

Where do messages marked as spam go?

Any messages that our servers identify as spam will be delivered into the spam subfolder of your mailbox. To view the spam subfolder, you can log on to our WebMail system located at http://webmail.epolk.com, then click on the Spam Folder on the left side of the screen.

What does ePolk.com's GreenLight system do?

GreenLight is a spam notification and whitelisting system. It will send you an email every morning with a list of all messages that our system received and marked as spam. Directly from the email, you can click on a link that will allow you to deliver the message, and approve any future messages from that sender, or the sender's domain. This way, if our servers mistakenly mark a message as spam, you can easily correct the problem and avoid any future messages from the sender as being marked as spam.

How do I allow an email address to bypass the spam filters?

GreenLight allows you to specifically allow messages coming from an email address or entire domain to bypass the spam filtering.

If you already received a message from someone that was not spam, but was marked as spam:

1. Locate the message that was blocked in the daily GreenLight email and click on [Allow Sender].
   
2. This will launch a web browser to our GreenLight server. From there you can choose to add just the email address or the entire domain to your GreenLight list.
   
   Another option on this page is to "Copy messages from this sender to Inbox." This will go and find any messages from the approved email address or domain name that are currently in your spam folder, and deliver them to your Inbox. Also note that the messages are copied and not moved, so they will still show up in your spam folder if you looked on our WebMail.
3. Now any messages that come from the email address or domain that you added will always be delivered to your Inbox.
4. From here, you can also click on 'View Your GreenLight List' to display a list of any email addresses or domains that you have added to your list in the past.

If you intend to receive a message from someone that may get marked as spam: (this is also how you edit/update your list)

1. Locate one of the daily Spam Report emails that was sent to you, and open it.
   
2. In the box at the top of the message there is a link that says 'To view your GreenLight list, click here'. Click on the link.
   
3. This will launch a browser window with the main GreenLight Administration page. This page is different for every user. To add a new email address or domain, simply enter it in the box that says 'Add a new Domain or Email to your GreenLight List:' located near the bottom, and click on 'Add to GreenLight List'.
   
   Another option in this window is to 'Copy Quarantined Messages from this sender to your Inbox'. If you select this option, any messages from the sender or domain you just entered will be copied from your spam box into your Inbox.
   
4. From this page, you also Edit or Delete anyone currently on your GreenLight list.
5. To Edit an entry, click on the button that says 'Edit' next to the email address or domain. Notice that it will turn into an editable text box.
   
   Make any changes in this box and click 'Update', or if you change your mind, click 'Cancel'.
6. To delete an entry, click on the button that says 'Delete'.

NOTE: Any changes to this list will take effect immediately.

How do I stop my GreenLight messages from bring marked as Junk E-Mail in Outlook 2003?

If you are using Microsoft Outlook 2003, the GreenLight spam notification messages may be marked as Junk E-Mail in Outlook.

To resolve this problem, select the Junk E-Mail Folder. Then, select the GreenLight email, and click the 'Not Junk' button at the top:

Outlook will then ask you to 'Always trust e-mail from "greenlight@epolk.com"'. Check this box, and click OK. This will move the Email into your inbox, and any future GreenLight emails will be delivered into your Inbox.