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emails reported as SPAM

VladimirM — Thu, 10 Apr 2025 11:43:03 GMT

Dear,

We have an issue with mutual customers, they are unable to receive login (OTP) emails from our side to your email server...
One of reported case is:

"Permanent SMTP delivery error when sending to mx.bt.prod.cloud.openwave.ai (65.20.50.207) Recipient added to suppression list (too many hard fails).
554 Message rejected on 2025/04/08 18:41:07 BST, policy (3.2.1.1) ID (675286512CBB0DF3) - Your message looks like SPAM or has been reported as SPAM
Time: 0.31s
Support Ref: CWFSCLPD"

What we can do from our side to resolve this?

Thank you

Re: emails reported as SPAM

Ali_A — Fri, 11 Apr 2025 10:48:16 GMT

Hi @VladimirM

Welcome to the Community.

So we can understand the cause, is it only the OTP emails that are experiencing an issue getting through?

If you send a manual email from your domain to the client, does it get delivered?

Ali

Re: emails reported as SPAM

VladimirM — Fri, 11 Apr 2025 16:32:34 GMT

Hi Ali,

Thank you for your response.

I’ve just checked, and plain text emails are being delivered successfully—the user is receiving them without issue.

However, here’s an example of one of our HTML emails that appears to be blocked by your antispam system (https://pastebin.com/h3AXMRCB).

Could you let us know what specifically is triggering the filter, or alternatively, is it possible to whitelist our server? This user is not the only one experiencing this issue.

Thank you in advance for your help!

Re: emails reported as SPAM

Christopher_G — Tue, 15 Apr 2025 14:07:53 GMT

Hi @VladimirM

I've sent you a private message to get a bit more information from you so that we can look into this for you.

Chris

Re: emails reported as SPAM

VladimirM — Tue, 15 Apr 2025 14:11:38 GMT

Thank you, we can continue there (to close this thread)?