White Listing Request Form

If you are here because your email was refused by our server you are in the right place.

Your email from IP was refused either because your ISP's email server is listed on one or more of the following Anti-Spam resources or your email server does not process grey listing correctly:

It is possible that your ISP is currently working on getting their email servers de-listed. You should contact your ISP technical support and ask them what they are doing to get de-listed as you are unable to use their service that you are paying for. Your email to others may continue to be rejected by other ISP's until your ISP gets de-listed. If your current ISP is unable to get de-listed or refuses to look into the problem, you may need to switch to a new ISP that is interested in keeping you as a customer.

As an alternative, you can request that we white list (grant permission) your email address so that your email can reach the intended party. You can find the request form at the bottom of this page. Upon submission of this form, your request will be reviewed and if possible, your ISP will be allowed to send mail to our customers. White listing your ISP will solve the problem you are having only for the individual you were emailing to in the first place. Your email to others may continue to be rejected by other ISP's until your ISP gets de-listed and/or you correct all the problems with your email server's configuration.

You can click the following link to test your email server to see if it is listed at other blacklists: Click here to visit www.mxtoolbox.com

Here are some additional suggestions that you can check to make sure your email server can send email properly:

  1. Check your rDNS (Reverse DNS) setting for the IP address of your SMTP server. The rDNS response should match the FQDN (Fully Qualified Domain Name) of your server. The FQDN is the name other servers on the internet can locate you by. If your rDNS setting is incorrect or missing, contact your ISP for resolution. You can find a reverse DNS tool at this website: https://mxtoolbox.com/ReverseLookup.aspx

  2. Run a DNS analysis on your domain name by visiting: https://www.intodns.com Be sure to review issues that are reporting WARN or FAILED as those might be cause of your inability to send email to others.

  3. Check your SMTP host header response. The DNS report listed above does this for you. Many ISP's will reject email from SMTP servers where the SMTP host header name does not match the rDNS entry. Your rDNS entry, your MX DNS name, and the SMTP host header response should all match. AOL is known to black hole email sent from SMTP server's where the rDNS entry does not match the SMTP host header name. You can test your host header response by issuing a telnet command to your SMTP server. After viewing your host header information, use the QUIT command to exit the SMTP session. Here is the telnet command (remove the quotes and replace FQDN with your actual internet host name or IP address): "telnet  FQDN  25"

  4. Be sure the TTL (Time to Live) on all DNS records (A, MX, PTR, NS, and rDNS) is set to at least 43200 seconds (12 hours) else many ISP's will classify your email as BULK or SPAM or they may just drop your email in the trash can.

  5. Review your SPF record and make sure the server you are sending email from is properly identified. Some ISP's will reject email from domains that lack an SPF record. Most major ISP's today use the SPF record to filter out unauthorized (forged) email. A properly configured SPF record will protect your domain name from abuse by third parties and will reduce the amount of unwanted NDR's from spam sent with forged email addresses. You can learn more about SPF records at this website: http://www.open-spf.org

  6. If at all possible, be sure that the incoming and outgoing SMTP servers originate from the same IP address. Many servers today that send email will do an automatic white list of the IP address of the recipients email server. It is expected that the reply will come from the same IP address that the email was sent to. This usually is accomplished via your internet gateway/firewall.

  7. For rock solid email delivery, make sure all company email is routed through the company's email server. This includes users at home, in the field, or while traveling. Using a SMTP server other than the company's can be the reason why your email is rejected or worse, blackholed (automatically deleted).

  8. If your server uses "Sender Verify Callout" to verify the email address of the sender, be sure to use the same IP address on your incoming and outgoing servers else your "Sender Verify Callout" will fail to work properly. Also, be sure that you configure your "Sender Verify Callout" to work with SMTP servers that use Grey Listing.

  9. Check your SMTP server to make sure you’re handling grey listing correctly. If the email you are sending to our customers gets bounced with a communications error or another unexpected error, your email server may not be equipped to handle grey listing. Grey listing is a very effective method to block email from spammers. Most SMTP servers will retry delivering the email when the receiving server refuses the initial email with a 4xx error. RFC 2821, section 4.5.4.1 requires that an SMTP server retry message delivery after a certain interval. Most email servers will retry sending the email within 5 to 15 minutes of receipt of a 4xx error. Many ISP’s have configured their SMTP servers to retry a failed message delivery in 1 to 3 minutes, and then roll back to 5, 15, then 45 minute retry cycle.

    Our statistics show that fewer than 1 in 10,000 SMTP servers are older non-grey list compatible SMTP servers. For those that are unable or unwilling to upgrade, we can white list their SMTP server to allow their email to flow to our customers. White listing will allow your email to flow to our customers but will not correct the problem with your SMTP server to other email addresses.

Until you complete the above steps, you can always forward your email to your ISP's SMTP server for delivery. Many ISP's will accept email from their customers even when those sources are not configured perfectly. Some ISP's may require your SMTP server to authenticate. Check with your ISP for further assistance.

The email address you were emailing from: 
The email address you were emailing to: 
The date the failed email was sent: 
Comments/Notes/Remarks: 

With the above information, we can trace the original email that you sent and identify the cause of your problem and resolve the issue. Please allow at one to three business days for us to review and resolve the problem. If it an emergency, please call our office at 586‑415‑5555 for immediate assistance.