Spam Soap

Support Request Form

Please fill out the following form so that we may efficiently and promptly respond to your issue. If your organization is experiencing a business critical service outage outside of our normal business hours (Monday - Friday, 7:30AM - 5:30PM Pacific Time), then set the priority to "Service Outage" and an on-call support team member will be paged to help you. Please note: Provisioning requests are performed during normal business hours.

Troubleshooting

• DNSstuff.com

  The best collection of internet tools on the web. Many thanks to Scott Perry.

• Email Parse

  Email Delay? Trace the delivery of an email message.

• Reply Codes and Commands

  Make sense of non-delivery reports.

• Open Relay Test

  Find out if you are susceptible to being taken over by a spammer.

• Telnet

  How to send email manually.

• Exchange 2003 Recipient Filter

  Reject email with a 550 error when addressed to invalid recipients.

• Exchange 2007 Recipient Filter

  Reject email with a 550 error when addressed to invalid recipients.

• Getting Internet Headers

  Shows the path an email took through the internet.

• Support FAQ's

• How do I access the Spam Soap Console or reset a password?

  Any users with a Spam Soap account can access the Web Console or reset their password by clicking on the Client Login link (top right). Use the "I forgot my username/password" link if you don't have credentials.
  
  If you need your login elevated to a Administrator-level, please contact Spam Soap Support.

• How do I see if any mail is queued in Fail Safe Disaster Recovery?

  When Administrators login to the console, the overview screen is the default landing page, showing a summary of Disaster Recovery activity in the last 24 hrs. Spooled Messages refer to mail queued up by Spam Soap. Unspooled Messages refer to previously spooled mail delivered from Fail Safe Disaster Recovery to the recipient's server.
  
  Administrators can click on Setup > Disaster Recovery to change automatic settings or manually control this process.
  
  For more information, please reference the Core Filtering Admin Guide below.

• How do I change the location of my mail delivery?

  After logging in as an Admin, click on Set Up. This page displays the current inbound server(s)- the location Spam Soap delivers mail to after filtering. Changes can be made to the priority of servers, or new servers can be added.
  
  For more information, please reference the Core Filtering Admin Guide below.

• How do I check mail in Quarantine that has been caught as spam?

  After logging in as an Admin, click on Quarantine. You can search by sender and/or recipient, threat, and day. Using Release sends mail to the inbox. Always Allow for User places the sender on the recipients always allow list and delivers the message.
  
  General users can access quarantined mail from their Spam Quarantine Reports via email.
  
  For more information, please reference the Core Filtering Admin/User Guides below.

• What should I do with Spam that makes it past Spam Soap?

  Report it to Spam Soap using the reporting tool for Outlook (download below) or forward the internet header from the original message, pasted into the email body, to spam@spamsoap.com.
  
  Also, check with your IT provider to ensure that Spam is not infiltrating your network directly. Most clients can lock down their networks to only accept mail from the following IP ranges.
  
  Mail delivery (2 ranges):
  
  208.65.144.0/21
  (208.65.144.0 - 208.65.151.255)
  
  208.81.64.0/21
  (208.81.64.0 - 208.81.67.255)
  
  Troubleshooting (1 range):
  
  63.149.241.32/27
  (63.149.241.32 - 63.149.241.63)
  
  Please fill out a support request if you have any questions.

• What should I do if I didn't receive a Spam Quarantine Report today?

  Spam Quarantine Reports (SQR) are delivered every weekday by default, assuming Spam Soap has quarantined new spam since the last report. Check with your administrator to verify that SQR frequency has not been changed.
  
  SQRs are sometimes caught by client-side spam filters, such as a Junk box.
  
  Users can see a date and time stamp of their last SQR by logging into the Web Console, under the User Details screen.
  
  Admins can access this in the Console by clicking on Account Management > Users > email address of the user in question.
  
  Admins can also send SQRs on demand by clicking "Deliver Spam Report" from the users' Detail page.

• What are Spam Soap's mail delivery IP addresses?

  If you want to lock down your firewall or mail server to accept mail from Spam Soap only, allow the following IP ranges.
  
  Mail delivery (2 ranges):
  
  208.65.144.0/21
  Netmask: 255.255.248.0
  (208.65.144.0 - 208.65.151.255)
  
  208.81.64.0/21
  Netmask: 255.255.248.0
  (208.81.64.0 - 208.81.71.255)
  
  Troubleshooting (1 range):
  
  63.149.241.32/27
  Netmask: 255.255.255.224
  (63.149.241.32 - 63.149.241.63)

• How do I whitelist or blacklist a sender?

  For senders that you would like to always allow or always deny, you can add them to the respective list in the Spam Soap console. After logging in, users can add individual senders to their own personal lists. Administrators can add either individual senders, whole domains or IP addresses to the policy lists.
  
  IP addresses can be added as the exact IP address, or with wildcards in the 4th octet, 3rd and 4th octets, or 2nd, 3rd and 4th octets (e.g. 63.149.241.*). They cannot, however, be entered as ranges. Please be advised that the wild card entries are not recommended, because many companies do not own all the IPs within a given octet or octets.