In this article, you will learn:

• What is the email blacklist and whitelist
• How to manage the blacklist and whitelist
• Common issues
• Frequently asked questions

These two lists are one of many spam protection layers.

• The blacklist contains addresses and domains from which the server rejects all emails. If you mark a message as spam in WebMail, the system will automatically add the sender’s address to the blacklist.
• The whitelist contains addresses and domains from which the server tries to receive messages. Other spam protection layers may still override this setting.

You can manage the blacklist and whitelist globally for the entire service, or for individual mailboxes directly in the WebMail client.

You can manage the blacklist and whitelist for each service that provides email hosting. You can access the overview of blacklisted addresses by following these steps:

1. Log into the customer administration panel.
2. In the navigation bar, select Web and Email Hosting Mailhosting, Webhosting, WMS, or WebSite.
3. Select the service you want to set blacklist/whitelist on.
4. In the menu on the left, select Emails – Blacklist/whitelist.

In the Sender List, you can find:

• Sender: A specific email address or entire domain/IP address.
• Type: Blacklist or Whitelist.
• Mailbox: The mailbox to which the setting applies. The * character means that the sender is listed for all mailboxes. These senders cannot be managed through WebMail.
• Source and created: The means and time of adding the item (RoundCube – manual WebMail).

Follow these steps to add a new sender:

1. In the blacklist/whitelist management interface, click the + Add Sender button.
2. In the pop-up window:
   1. Enter the sender’s email, domain or IP address.
   2. Choose a mailbox; the * option selects all mailboxes.
   3. Choose whether to blacklist or whitelist the sender.
   4. Click Add Sender.

Individual addresses can be removed from the blacklist or whitelist by clicking on the cross to the left of the sender. Alternatively, check all the addresses you want to remove and click the Delete selected items button.

Common issues with blacklisting/whitelisting include:

• Emails from a whitelisted address do not go through
• There is too much spam, blacklisting isn’t enough

Issue: I added an address to the whitelist, but the emails still don’t arrive/end up in spam.

Cause: A whitelist on a specific hosting or mailbox is not the only mechanism involved in the deliverability of emails. We also use a set of internal and external blacklists, and other common authentication mechanisms such as SPF, DKIM and DMARC. You can find more information in the article Emails – SPAM.

Solution: Ask the operators of problematic domains or mailboxes to improve the deliverability of their emails by setting (at least) an SPF record, or by delisting from public blacklists.

Issue: A large amount of spam is coming from various mailboxes, we don’t have time to blacklist them all.

Cause: Spamming malware can attack more than one mail server mailbox, or a mailbox authorized to send under other names.

Solution: Blacklist the entire domain or the sender’s IP address.

Question: How do I remove a blacklisted address if I don’t have access to customer administration?
Answer: If the address is blacklisted only on a certain mailbox, remove it after logging into the mailbox via WebMail. Only the service administrator can remove an address blacklisted on all mailboxes.