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Support - Frequently Asked Questions

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How does SpamAlert work?
SpamAlert filters all incoming email, searching for key words, address, and phrases to identify Spam. SpamAlert holds these emails in quarantine. Every 6 hours it sends an email to the user's inbox showing the sender, the subject, and why the email was held in the categories of Adult and Spam.

Why do I keep receiving these SpamAlert Digests?
The SpamAlert Digest are listings of the email that is being held in quarantine by SpamAlert. From this list you have the ability to allow the email to pass and/or always allow the sender.

Can I request a SpamAlert Digest before it is sent automatically?
Yes. By logging into WebMail and clicking the "Spam" link on the menu bar, you will enter the SpamAlert setup menu. From here, click on the "Spam Digest" link to request an updated Digest be sent.

I haven't received a SpamAlert Digest in over 6 hours. Is something wrong?
No. If you haven't received any emails in the last 6 hours that were quarantined by SpamAlert, then you won't receive a Digest. To double check, log into WebMail and click the "Spam" link on the menu bar to enter the SpamAlert setup menu. From here, click on the "Spam Digest." SpamAlert will report that "No spam has been reported for you in the last 6 hours."

What if SpamAlert blocks an email I want to receive?
SpamAlert often starts out aggressively. Over time, it will learn your email habits and begin delivering mail that it believes you would like see. By replying to SpamAlert Digests, SpamAlert will learn who you view is a trusted sender. You can also setup "White Lists" in the SpamAlert setup menu.

SpamAlert has blocked an email from a friend. How can I make sure my friend can always send me email?
By logging into WebMail and clicking on the "Spam" link on the menu bar, you will enter the SpamAlert setup menu. From here, click on the "Whitelist" link to setup your custom allow lists. This can be completed by email address or subject line.

I receive many online articles, but they are being blocked by SpamAlert. Is there a way to allow all of these emails?
By logging into WebMail and clicking on the "Spam" link on the menu bar, you will enter the SpamAlert setup menu. From here, click on the "Whitelist" link to setup your custom allow lists. You can individually allow emails by email address or subject line keywords.

How can I Subscribe to SpamAlert?
Your ISP must offer SpamAlert to signup. Please contact your ISP today to find out if they offer SpamAlert. If your ISP offers SpamAlert, log into WebMail and click the "Spam" link on the menu bar to enter the SpamAlert setup menu. From here, click on "Subscribe / Unsubscribe." If you are already subscribed to the SpamAlert service, the top line of the menu will tell you. If not, click the "Submit" button next to "Subscribe."

How can I Unsubscribe from SpamAlert?
If you are unhappy with SpamAlert for any reason, you can unsubscribe at any time. To unsubscribe, log into WebMail and click the "Spam" link on the menu bar to enter the SpamAlert setup menu. From here, click on "Subscribe / Unsubscribe." If you are already unsubscribed to the SpamAlert service, the top line of the menu will tell you. If not, click the "Submit" button next to "Unsubscribe."

I deleted an old Digest. Can I check old email that has been blocked by SpamAlert?
Yes. Quarantined emails are held for 7 days. To view your held email, log into WebMail and click the "Spam" link on the menu bar to enter the SpamAlert setup menu. From here, click on "Held Spam ." This list will allow you to retrieve quarantined mail or permantently delete it.

Is there a way I can temporarily turn off SpamAlert?
If you wish to temporarily disable SpamAlert for any reason, you can unsubscribe at any time. To temporarily unsubscribe, log into WebMail and click the "Spam" link on the menu bar to enter the SpamAlert setup menu. From here, click on "Subscribe / Unsubscribe." If you are already unsubscribed to the SpamAlert service, the top line of the menu will tell you. If not, click the "Submit" button next to "Unsubscribe." To re-enable SpamAlert, follow the same process, but click "Subscribe."

Does SpamAlert protect my mailbox from viruses?
SpamAlert alone will not protect your mailbox from viruses. However, SpamAlert runs with F-Secure virus protection software to protect your mailbox. Together, both of these features will remove files with an .EXE extension which are likely to spread viruses. SpamAlert is only for spam provention and not directly created for virus detection.

I use Outlook Express. Will SpamAlert work on my email?
Yes. SpamAlert will work on any email client as long as the email account is protected by SpamAlert. However, if you use a mail client like Outlook Express or IncrediMail, you will have to log into WebMail to administer your account.

How long do I have to retrieve captured emails?
SpamAlert holds quarantined mail for 7 days. After 7 days, the held spam is permanently deleted. If you plan on being away from your email for longer than 7 days and worry that you won't be able to retrieve quarantined mail, you may temporarily disable SpamAlert. To temporarily unsubscribe, log into WebMail and click the "Spam" link on the menu bar to enter the SpamAlert setup menu. From here, click on "Subscribe / Unsubscribe." If you are already unsubscribed to the SpamAlert service, the top line of the menu will tell you. If not, click the "Submit" button next to "Unsubscribe." To re-enable SpamAlert, follow the same process, but click "Subscribe."

Does SpamAlert ever delete email without my consent?
Yes. SpamAlert is set to delete emails which are undoubtably spam. The quarantined mail that you will receive in your SpamAlert Digest are email that are questionably spam.

Definitions

Blacklist - A list of users that are blocked. When an email arrives from a user on this list they are dropped.
Whitelist - A list of users that are not filtered. When an email arrives from a user on this list they are not filtered. The email is sent directly to the destination user.

 


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