First check whether the e-mail is filtered by SpamExperts. If so, you will find a line in the e-mail headers that starts with X-SpamExperts-Class. Is this line not present? The the spam filter was not used. Possible causes can be:
You configured SpamExperts less than 48 hours ago; the DNS system uses caching mechanisms that store some data locally to prevent overload of the nameservers. This might result in temporarily outdated data.
- Check whether only the SpamExperts MX records have been added in your DNS zone, and no other MX records. Check this by going to the Openprovider reseller control panel, menu DNS management > DNS checks.
- Some spammers remember old mail servers for a long time. That can cause old mail servers to be used long after you changed them to SpamExperts.
- Sometimes spammers just try to be lucky by using an ordinary hostname like mail.yourdomain.com to send spam, so that the official MX records are bypassed.
If X-SpamExperts-Class is included in the headers, but the value is whitelisted, then you or the e-mail user whitelisted the sender. Other values for this field are ham or unsure; in those cases, SpamExperts was not sure enough to categorize the e-mail as spam.
Note that an expired (non-renewed) bundle will automatically whitelist 'all' senders! See for more information our article about expiration of a spam filter bundle.
When a spam message has been delivered despite of the filtering, you can train the spam filter by the button Report spam in the SpamExperts control panel. Here, you can upload the original e-mail in .txt or .eml format. The Microsoft Outlook .msg format cannot be used!