# Report a false positive
Source: https://docs.webgee.com/en/email/report-a-false-positive



Legitimate mail is being rejected or filtered. Applies to mail sent from and
received by WebGee accounts.

## Check these first [#check-these-first]

Most rejections are not false positives, and these four account for nearly all of
them.

**SMTP authentication is off.** Sending without authenticating adds several
points to the spam score on its own — see
[Fix "550 Please turn on SMTP Authentication"](/en/email/understanding-and-resolving-the-550-please-turn-on-smtp-authentication-error).

**SPF or DKIM is wrong.** A domain that does not authenticate scores worse on
every message — see
[Set your SPF record](/en/email/what-are-the-correct-spf-records-when-using-webgee-hosting).

**The content triggered it.** Subject lines in capitals, shortened links, or a
message that is one large image — see
[Fix "550 This message was classified as SPAM"](/en/email/understanding-and-resolving-the-550-this-message-was-classified-as-spam-error).

**The mailbox is compromised** and sending spam you did not write — see
[Fix the 550 5.7.1 \[SS\] rejection](/en/email/fix-550-5-7-1-ss-rejection).

## If none of those apply [#if-none-of-those-apply]

Open a ticket with your [support PIN](/en/account-billing/support-pin) and
include:

* **The full bounce message**, verbatim as text
* **The message headers** — see
  [Get the full headers of an email](/en/email/how-to-obtain-email-headers-a-step-by-step-guide)
* **The sending and receiving addresses**
* **When it happened**, with a timezone
* **Whether it is every message or occasional**

<Callout type="warn">
  Send these as **text, not screenshots**. The rejection is traced by matching
  the message ID against delivery logs, and an image cannot be searched. A ticket
  with a screenshot of a bounce takes several exchanges to get to the same place.
</Callout>

## For inbound mail filtered wrongly [#for-inbound-mail-filtered-wrongly]

Mail arriving with `{Spam?}` in the subject was scored as probable spam and
delivered anyway — see
[Spam and virus filtering](/en/email/spam-and-virus-filtering).

You can filter on that tag in your mail client. If a specific correspondent is
consistently tagged, include one of their messages with full headers in your
ticket.

## Related [#related]

* [Spam and virus filtering](/en/email/spam-and-virus-filtering)
* [Why are my emails being marked as spam?](/en/email/why-are-my-emails-being-marked-as-spam)
* [Get the full headers of an email](/en/email/how-to-obtain-email-headers-a-step-by-step-guide)