Email Delivery Problem

Steve Adams
Steve Adams Member Posts: 47 ✭✭
edited November 2024 in English Forum

I have a problem sending emails to CustomerService@Logos.com.

I do not get the automated "Thanks for your e-mail, we've received it and will reply as soon as possible" response, that I used to get, and nobody appears to see the emails and respond to me.

I've checked the logs on my mail server, and I get a delivery confirmation from the logos email servers (at mimecast.com). But when I chat with people at customer service, they cannot see that I have sent any emails. It seems as though my emails are being discarded as Spam.

If I send an email from my alternate email address, then it gets through. However, if I include my normal email address in the body of that email then that email is silently discarded. So, it appears that my email address has somehow been included in a list of blacklisted strings. If I obfuscate my email address by changing the @ to " at ", then the emails get through. Is there anyone reading this who would be able to remove me from that blacklist so that I can email support properly again?

Thanks, Steve

Comments

  • Don Awalt
    Don Awalt Member Posts: 3,547 ✭✭✭

    Steve, I might suggest trying the advice in this article, it explains how to set your email address to see if it's on spam blacklist sites - then you will know for sure. I tried it, I actually found 1 of the many sites has my email address on it!

    https://emailanalytics.com/email-blacklist/ 

  • Steve Adams
    Steve Adams Member Posts: 47 ✭✭
    https://community.logos.com/discussion/comment/1261466#Comment_1261466

    Hi Don,

    Thanks for your response. I did the test just to make sure, and it says that I'm not on any public blacklist. I think that if I were, the Logos mail server would not accept the envelope, and there would be something in my email server logs at that point. However, the Logos mail server does accept the envelope and then reports "delivery" with the 250 (OK) success code.

    That means that I am on an internal blacklist. Someone who works for Faithlife/Logos has chosen to silently drop (rather than reject) emails that contain my email address either in the headers or the body. They probably thought that they were just preventing me from being able to contact them, but they wrote the (procmail or equivalent) rule badly so that no-one can even talk about me on their entire domain. And if anyone tries to, most people would not realise that their email has in fact been silently dropped.

    I am hoping that someone from Logos monitors this forum and can refer my problem to the IT person who manages the procmail (or maildrop or whatever) setup, and ask them to remove or refine the rule so that I can at least contact Customer Service by email.

    Regards, Steve

  • Joe McCune (Faithlife)
    Joe McCune (Faithlife) Member, Community Manager, Logos Employee Posts: 1,349

    Hi Steve, I am sorry to hear about this email delivery problem.

    I have asked our team to investigate further. I will get back to you once I have further news.

  • Steve Adams
    Steve Adams Member Posts: 47 ✭✭
    https://community.logos.com/discussion/comment/1261475#Comment_1261475

    Thanks Joe,

    If you're using internal email, be careful not to include my email address, or to obfuscate it.

    Thanks, Steve

  • Joe McCune (Faithlife)
    Joe McCune (Faithlife) Member, Community Manager, Logos Employee Posts: 1,349
    https://community.logos.com/discussion/comment/1261514#Comment_1261514

    Hi Steve,

    Please accept our apologies.  It appears that the spam filter wrongly identified emails that you had sent as spam.

    We believe this issue has been resolved. 

    But just so we can verify that, please send us a test email, and mark the subject as "Attention: Joe".

  • Steve Adams
    Steve Adams Member Posts: 47 ✭✭
    https://community.logos.com/discussion/comment/1261613#Comment_1261613

    Thanks Joe,

    It does indeeed appear to be resolved.

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