How can I get help with uncaught spam?

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How can I get help with uncaught spam?

Post by magicspam » Tue May 03, 2022 3:04 pm

The MagicSpam Support Team is more than happy to assist you with any uncaught spam. In order to most effectively help you, we need information to better understand the nature of the uncaught spam and make suggestions on how to improve your filtering.

In this FAQ, you will learn how to gather the needed information and submit it to us, including:
  • Uncaught Spam Samples
  • Associated MagicSpam Log
  • Current MagicSpam Settings
  • Submission of Information


The provided information is applicable to all MagicSpam products -- LITE, PLUS and PRO versions.
Uncaught Spam Samples

First retrieve the uncaught spam samples which are the original email messages not detected as spam that were delivered to any mailbox folder (e.g. Inbox) besides the Spam or Junk folder. They contain critical information that will help us create new rules to deal with the uncaught spam.

The best way to retrieve the uncaught spam samples would be to export these emails messages onto the local computer. Make sure to keep track of the recipient, earliest uncaught spam delivery date, and latest uncaught spam delivery date as this information is needed to retrieve the associated MagicSpam log later on.

To export the uncaught spam samples, access your email client and follow these steps:
  1. Select the uncaught spam
  2. Click on More
  3. Click on Export
email_client_export.png (88.95 KiB) Viewed 41093 times

Repeat the steps above until you have exported every uncaught spam sample. In this case, the recipient is user@domain1.tld, the earliest uncaught spam delivery date is 15 Apr 2022, and latest uncaught spam delivery date is 28 Apr 2022.


While the instructions above to export emails are for the RoundCube Webmail Client, these instructions are similar and apply to other webmails (MailEnable Webmail Client, etc) and email clients (Thunderbird, etc) as well.
Associated MagicSpam Log

Next retrieve the associated MagicSpam log for the uncaught spam samples. It contains important information on the associated SMTP transaction and how MagicSpam processed the emails which will help us with our investigation.

Navigate to the Logs interface on the MagicSpam Admin Panel and perform a log search using the tracked information from the previous stage to filter the results such that the information associated with the uncaught spam samples is present.
MagicSpam Admin Panel >> Logs >> Log Search
magicspam_interface_log_search.png (110.25 KiB) Viewed 41013 times


The log search is filtered by the Recipient (user@domain1.tld), Date Range (15 Apr 2022 to 28 Apr 2022), and Filter By (Not Spam and Protection Disabled) filters. The Date Range filter corresponds to the earliest and latest uncaught spam delivery dates which belongs to the samples from spammer@domain7.tld and spammer@domain3.tld respectively.
Afterwards download the log search results to a CSV file.
log_search_result.png (62.37 KiB) Viewed 41093 times

If possible, edit the CSV file such that only the HAM entries which are confirmed to be associated with the uncaught spam messages are left.


The PLUS and PRO versions of MagicSpam come with an advanced Replay feature that can help you identify which spam policies should be enabled to block certain uncaught spam in your system.

For more information on Replay feature, please refer to this forum post.
MagicSpam Anti-Spam Settings

Finally take screenshots of the anti-spam settings in the Spam Policies and IP Reputation interfaces on the MagicSpam Admin Panel.

MagicSpam Admin Panel >> Anti-Spam >> Spam Policies
magicspam_interface_spam_policies.png (144.63 KiB) Viewed 41074 times
MagicSpam Admin Panel >> Anti-Spam >> IP Reputation
magicspam_interface_ip_reputation.png (102.34 KiB) Viewed 41074 times

If you are using the PRO version of MagicSpam, then also take a screenshot of the anti-spam settings in the User Template interface on the MagicSpam Admin Panel.

MagicSpam Admin Panel >> Anti-Spam >> User Settings >> User Templates
magicspam_user_template_policies.png (148.69 KiB) Viewed 41074 times
magicspam_user_template_ip_reputation.png (69.84 KiB) Viewed 41074 times

Submission of Information

Once you have gathered all the information, attach the requested files (email messages, log file, screenshots) to a single email and send it to us at

Thank you and don't hesitate to contact us if you have any other questions.
-- MagicSpam Support Team --

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