The Message Tracking feature in your control panel lets you quickly troubleshoot email delivery issues. For example, you can determine why one of the users in your account did not receive an expected email. It's much easier than deciphering a cryptic "bounceback" message.
Message Tracking is available to all customers whose incoming mail is filtered by SpamStopsHere, either as a standalone service or with our email archiving and hosting services. The interface is easy to use and read, and provides two weeks of message log data.
To track a message:
You should set at least some of the available parameters to reduce the number of messages displayed.
Once you submit your search, please give our systems a few moments to query the database. A table of matching messages will be displayed, organized by Subject, Sender, Recipient, as well as the Filter Action taken on the message (whether it was Accepted, Blocked, or the subject was modified), as well as the date.
If the message shows as accepted by our service, and you are still having issues receiving mail, check the Raw Logs tab. For each message, it will tell you whether your mail server accepted, rejected, or deferred the message when we relayed it. If the message was accepted, the message ID will be provided to ease in searching your logs. If the message was rejected by your mail server, the Delivery Status Notification error code will be given.
If the message shows as blocked/rejected, then it matched one or more of our spam filtering rules. If this message was legitimate and not spam, please contact our support team to remove the offending filters and allow your email through.
If the message still does not appear, try broadening or changing your search parameters. If it is absolutely not there, then our systems may not have received the message, and the issue could be on the senders end, or a potential issue with your configuration settings. Try first asking your sender to send mail to a different email address not affiliated to our service to see if they can send email at all.
If they are only having issues sending email to your domain, please contact our technical support and we'll be happy to assist you (as with everything!)
Please note that on the left hand side of each entry, is a button labeled "Details". This tab provides advanced information useful for troubleshooting further, especially if your message is shown as accepted yet you are not receiving it. When contacting our technical support, having this information at hand for the message in question will extremely expedite the resolution process.
Our technical support team is also available 24/7/365 via phone, chat, email or by opening a ticket through your account to help with any questions. Contact us anytime. We're always here. 24/7/365.