Whitelisting Issue using Roundcube

[whipworks]

Hi,

We use Rouncube to check emails, but for some reason a particular email address keeps going straight to the spam/junk folder. Roundcube doesn't seem to have a filter option to whitelist the said domain name to go through. So we went to the CPanel control panel, into spam assassin and whitelisted it there. But that didn't seem to have worked. It still goes straight to spam/junk folder.

Then we tried switching to Horde, because Horde seems to have a whitelist option. We whitelisted it there. But that didn't work as well. So what are we doing wrong here? Or has this happened before?

Thank you in advance.

 

[cPanelLauren]

Hello,

What is noted in the headers for the email that is moved to spam? Does someone also have an email client connected to the account?

 

[whipworks]

Hello,

What is noted in the headers for the email that is moved to spam? Does someone also have an email client connected to the account?

Hi Lauren,

Which line am I looking for on the header? It's quite long. I believe they are using Outlook for their client.

 

[whipworks]

Starting to notice a lot of valid emails going straight to spam. Any idea as to why this is happening?

 

[cPanelLauren]

The full headers would be helpful, especially the SpamAssassin portion that uses X-SPAM-* and looks similar to this if available:

X-Spam-Status: Yes, score=6.5
X-Spam-Score: 65
X-Spam-Bar: ++++++
X-Spam-Report: Spam detection software, running on the system "server.myhostname.tld",
    has identified this incoming email as possible spam. The original
    message has been attached to this so you can view it or label
    similar future email. If you have any questions, see
    root\@localhost for details.
    Content preview: Sent from Yahoo Mail on Android Sent from Yahoo Mail on Android
    Content analysis details: (6.5 points, 5.0 required)
    pts rule name description
    ---- ---------------------- --------------------------------------------------
    0.0 URIBL_BLOCKED ADMINISTRATOR NOTICE: The query to URIBL was
    blocked. See
    http://wiki.apache.org/spamassassin/DnsBlocklists#dnsbl-block
    for more information.
    [URIs: onelink.me]
    3.7 SERGIO_SUBJECT_PORN014 F\*\*\* garbled subject
    0.0 FREEMAIL_FROM Sender email is commonly abused enduser mail
    provider
    [someuser1[at]yahoo.com]
    -0.0 SPF_PASS SPF: sender matches SPF record
    0.2 FREEMAIL_ENVFROM_END_DIGIT Envelope-from freemail username ends
    in digit
    [someuser1[at]yahoo.com]
    0.2 FREEMAIL_REPLYTO_END_DIGIT Reply-To freemail username ends in
    digit
    [someuser1[at]yahoo.com]
    -0.0 RCVD_IN_MSPIKE_H2 RBL: Average reputation (+2)
    [74.6.135.124 listed in wl.mailspike.net]
    0.0 HTML_MESSAGE BODY: HTML included in message
    -0.1 DKIM_VALID_EF Message has a valid DKIM or DK signature from
    envelope-from domain
    -0.1 DKIM_VALID_AU Message has a valid DKIM or DK signature from
    author's domain
    0.1 DKIM_SIGNED Message has a DKIM or DK signature, not necessarily
    valid
    -0.1 DKIM_VALID Message has at least one valid DKIM or DK signature
    2.0 PYZOR_CHECK Listed in Pyzor
    (https://pyzor.readthedocs.io/en/latest/)
    0.5 REPTO_QUOTE_YAHOO Yahoo! doesn't do quoting like this
    0.0 FSL_BULK_SIG Bulk signature with no Unsubscribe
X-Spam-Flag: YES
Subject: ***SPAM*** somesubject

If you're not using SpamAssassin and they're using outlook to check their mail, it may be the mail client putting email into spam.