Releasing from Quarantine

Update timeline

1. investigating Apr 13, 2026, 05:24 AM UTC

   Status: Investigating We are aware of an issue relating to releasing mail from the Quarantine. Mail release appears to be running through spam checks again which is why it's being filtered and put back in the Quarantine. We are currently waiting for the Software Vendors to provide us with a resolution. However until then, we have a couple of Workarounds: -- Option 1: Disabling Quarantine During a release -- This is useful if you're release Quarantine mail in bulk from multiple senders. 1. Login to the Spam filter as you normally would 2. Scroll Down to "Filter Settings" 3. Untick "Quarantine enabled" and click "Save" at the bottom 4. Go back and to the "Spam Quarantine" section, release the emails 5. Once received. Go back to "Filter Settings" and re-enable the Quarantine. -- Option 2: Whitelisting Accounts -- This is useful if you are having issues with a specific sender. 1. Login to the Spam filter as you normally would 2. Go back and to the "Spam Quarantine" section 3. Click an Email to release. Instead of releasing though click "Add Sender to Allow List". 4. Clear the "Local-part" if anything is filled in. 5. Click "Save" 6. Now release from quarantine as normal. Affected components Spam Filtering (Degraded performance)

2. monitoring Apr 21, 2026, 05:17 AM UTC

   Status: Monitoring We have a potential fix applied by the vendors. We have been testing this today and this appears to be working now as we're getting good results back. If you still experience any issues, please let us know. Affected components Spam Filtering (Operational)

3. resolved Apr 22, 2026, 10:09 AM UTC

   Status: Resolved We're happy this has been working and are happy to mark this issue as resolved. Thanks for your patience while we resolved this issue. If you have any further issues, please contact support with details. Affected components Spam Filtering (Operational)