Certain Emails keep adding ***SPAM*** to subject and places Email in a SPAM folder

[MoeSuliman]

Hi All
I'm new here and have a weird issue,
certain incoming emails from various senders keep going to the SPAM folder on the backend (Cpanel) of the users mailbox.
Because the users are still on POP they don't receive those mails which means I have to manually move the mails from SPAM to Inbox.
I have spoken to our ISP who hosts the domain and they can't find the problem from what I can see this has started around beginning of August.

 

[ZenHostingTravis]

Hi @MoeSuliman,

That's no good.

The following article may assist you further:

How to Keep your Email Out of the Spam Folder - cPanel Knowledge Base - cPanel Documentation

documentation.cpanel.net

 

[MoeSuliman]

Hi there @ZenHostingTravis
Thank you for the reply, I will send it to the guys who handle our hosting however I have noticed when I log in to the cPanel -- Email Deliverability there is 1 domain listed but it has this message, could this be the cause for incoming mails going to SPAM instead of the inbox?

 

[ZenHostingTravis]

Hi there @ZenHostingTravis
Thank you for the reply, I will send it to the guys who handle our hosting however I have noticed when I log in to the cPanel -- Email Deliverability there is 1 domain listed but it has this message, could this be the cause for incoming mails going to SPAM instead of the inbox?
View attachment 67497

Hi @MoeSuliman,

You're welcome.

Yes, those issues need to be resolved.

You may need assistance from your provider resolving the Reverse DNS issue problem though as this is the responsibility of the server's administrator.

 

[MoeSuliman]

Ok, will speak to them. Thanks @ZenHostingTravis
One interesting thing I noticed is my mailbox doesn't have a SPAM folder when I login on the webmail console but all other mailboxes have it and I cannot de-activate it on other users mailbox.

 

[cPanelLauren]

You're saying you don't have a Spam folder but I show it enabled above ^ is this your Folders preferences?

 

[MoeSuliman]

Hi @cPanelLauren no it’s not mine it’s the other users Folders preferences. Mine does not have a SPAM folder.

 

[ZenHostingTravis]

Hi @MoeSuliman,

Can you enable / disable the folders you require by following the below steps:

1. In the upper-right corner of the interface, click Settings.
2. Under the Settings heading, click Folders.
3. Under the Folders heading, deselect the checkbox of the folder from which you wish to unsubscribe.
4. Click Save. The mailbox will no longer display in the left-hand side of the interface.

Source: Mail FAQ - Version 70 Documentation - cPanel Documentation

 

[MoeSuliman]

@ZenHostingTravis I have tried that but I'm unable to unsubscribe from Inbox, Drafts, Sent, Spam, Deleted Items and Archive.
If I create a folder I can unsubscribe from it.

 

[MoeSuliman]

Just an update this problem is still happening.

 

[cPanelLauren]

Going back to the root of the issue here. The initial issue is that mail is being sent to the spam box. You can stop this behavior by going to cPanel>>Email>>Spam Filters -> Disable the setting "Move New Spam to a Separate Folder (Spam Box)

 

[MoeSuliman]

Going back to the root of the issue here. The initial issue is that mail is being sent to the spam box. You can stop this behavior by going to cPanel>>Email>>Spam Filters -> Disable the setting "Move New Spam to a Separate Folder (Spam Box)

Somebody also told me to look for this setting but my cPanel doesn't have Spam Filters...

 

[cPanelLauren]

Hi @MoeSuliman

This would make me believe that your provider has removed your ability to manage this feature. You'd need to discuss this with them further.

 

[MoeSuliman]

Hi @MoeSuliman

This would make me believe that your provider has removed your ability to manage this feature. You'd need to discuss this with them further.

Hi Lauren so I have checked with our ISP who has stated that there is no SPAM FILTERING going on but interesting enough I found this on the Message header of the email in a Spam folder and surely the information detailed here is saying that there is Spam filtering happening.

 

[cPanelLauren]

Hi @MoeSuliman

That header confirms that the email was passed through SpamAssassin those X-SpamHeaders aren't present without it.