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# How do I unblock an email blocked by SpamExperts?

In the **very rare** cases where you need to recover an email that was blocked by SpamExperts because it was identified as spam, you can unblock it directly in just a few steps:

* Log in to your [Client Area](https://hodi.host/clientarea.php)
* In the "**My account**" menu, choose "**My services**"
* Click on the "SpamExperts" row for the domain you want to access:
  ![](https://hodi.host/images/kb/63_Screenshot-2023-04-13-at-11.47.42.png)

* Click "**Log in to SpamExperts**":
  ![](https://hodi.host/images/kb/64_Screenshot-2023-04-13-at-11.48.09.png)

* If SpamExperts doesn't open, check that your browser isn't blocking pop-up windows.
* If SpamExperts is in English, click the "English (US)" button in the top right and choose "French":
  ![](https://hodi.host/images/kb/65_Screenshot-2023-04-13-at-11.50.23.png)

* In the left-hand menu, choose "**Spam Quarantine**" in the "**Incoming**" section:
  ![](https://hodi.host/images/kb/66_Screenshot-2023-04-13-at-11.54.15.png)

* You'll then have access to the list of all messages that were blocked by SpamExperts:
  ![](https://hodi.host/images/kb/67_Screenshot-2023-04-13-at-11.56.56.png)

* If you need to filter, you can click the "New rule" button in the "Query rules" section:
  ![Screenshot 2023-04-13 at 11.58.58.png](https://hodi.host/images/kb/68_Screenshot-2023-04-13-at-11.58.58.png)
  You can then, for example, filter by sender or recipient.

* Once you've identified the message, you can click its subject to preview it and unblock it if needed.
* If you want to unblock the message or whitelist the sender, click "**More actions**" in the preview window that appears after clicking the subject. Here are the main actions:
* **Add sender to whitelist**: stops future messages from this sender from being blocked
* **Release from quarantine**: sends the message to your mailbox
* **Release and learn from quarantine**: sends the message to your mailbox and teaches SpamExperts that this message wasn't spam (to avoid blocking similar messages in future)

* If the message you're looking for isn't there, see the next section.
**Note:** SpamExperts times are shown in the Paris timezone.

### What if the message isn't in the SpamExperts quarantine?
You can see the list of all messages received by SpamExperts in the "**Logs**" menu of the "**Incoming**" section. This lets you check, for example, whether the message hasn't yet been delivered by the sender's server to SpamExperts, or whether there's another issue (for example, a connection failure to your mail server).

You must apply filters in this section using the "Query rules" section, then click "**Show results**". The default filter shows messages from the last week.

![](https://hodi.host/images/kb/70_Screenshot-2023-04-13-at-12.36.09.png)

Once you've applied the filter, you'll see several possible scenarios:

* **If you can't find the message you're looking for**, you'll need to contact the sender - the problem is likely on their mail server's end.
* **If you find the message you're looking for, here are the most common statuses:**- `delivered`: the message was sent to your mail server
* `queued` or `bounced`: the message couldn't be sent to your mail server (you can click the arrow next to the checkbox, then choose "Delivery Problem Log" for more details)
* `queued`: SpamExperts will regularly retry sending the message
* `bounced`: the number of delivery attempts has been exceeded and SpamExperts sent an error message to the sender to let them know the message couldn't be delivered

* `quarantined-expired`: the message has been in quarantine for more than 14 days and has been deleted from SpamExperts
* `connection-lost` and `not-accepted`: the SMTP connection wasn't properly closed - this is a connection issue between your server and SpamExperts
* `rejected`: the message is considered highly dangerous (phishing or a virus, for example) and was blocked at the SMTP level (the sender received an error message)

### Allowing end users to unblock their own emails
If you want to allow your users to unblock their own emails, go to the left-hand menu and choose "**Manage Email Users**" in the "**Users and Permissions**" section. Your users will only have access to emails addressed to them.

On this screen, you can choose to create a user (the "**Add**" link), upload a CSV file (the "**Upload a CSV file**" link), or configure Active Directory / LDAP authentication (click the arrow next to "**LDAP Authentication**"):

![](https://hodi.host/images/kb/101_Screenshot-2023-05-29-at-17.03.41.png)

Your users will be able to access the interface via [https://login.antispamcloud.com](https://login.antispamcloud.com).