Email Delivery Problems
Due to the increasing amunt of junk mail nowadays (spam), all
emails sent to you go through your email providers mail server
Their filters scan the email first, then decide whether to deliver
it to your inbox or not.
This is why you receive some emails but not others.
Your email provider filters your emails based on the words
and content in each email, not just by who sent it.
So if, for example, someone sends you two emails, it's entirely
possible that your email provider will deliver one of them to
you but not the other.
It's quite common for your email providers filters to mistake
legitimate emails for spam. Generally the higher the level of
filtering on your email account, the more mistakes the filters
|*Note - A
collegue of mine who lives in Middlesex, England had email
problems every time he sent an email to anyone containing
the name of the town where he lives. Email filters picked
up on the last 3 letters of the word "Middlesex"
so whenever he tried
to send an email WITH the word "Middlesex" in
the message, it got blocked. When he sent the exact same
message WITHOUT the word "Middlesex"
in the message, it got delivered. This is just one example
of the many mistakes email filters can make.
For instructions on how to
whitelist (i.e allow) email addresses to get through to you,
see the WHITELIST INSTRUCTIONS below.
(alphabetically by Email Provider)
Below, I've listed
instructions on how to whitelist (i.e allow
emails) for the most popular types of email programs. If you
use a PC based email program (such as Outlook Express, Mac
Mail, Microsoft Outlook etc) as well as web-based email ,
please see your email programs help files for adding us to
your address book in addition to the instructions below.
*Important - If you run in to any difficulties
following the whitelist instructions for your particular email
provider below, please don't worry - email providers update
their email systems all the time so they may have changed
their methods of whitelisting since the list below was published.
See your email providers help file for the most up-to-date
instructions in whitelisting or safe lists.
Go to keyword: Mail Controls. Select the screen name we're sending
your MP3 Backing Trax emails to. Click Customize Mail Controls
For This Screen Name.
Open your latest MP3 Backing Trax e-mail. Click the Add Address
button (on the right) to add to your "People I Know" list. Alternatively,
you can just send an e-mail to: firstname.lastname@example.org,
and that will add us to your "People I Know" list automatically.
To do this:
Open your latest MP3 Backing Trax e-mail. Click the Reply button
(it's in the top right corner). A new email window opens with
the wrong address in the "Send To" box. Replace the address
in the Send To box with: email@example.com
Click Send Now (in the top right corner). Even if the e-mail
you send doesn't get through to us, the act of sending it does
the job of putting us into your "People I Know" list.
BT Internet is now operated by Yahoo Mail
If MP3 Backing Trax is filtered, from the spambox, click on
the white "W" icon on the left column of the mailing. When the
pop-up window comes up, simply click the Add to Whitelist button.
Alternative whitelisting methods:
Click on the White List button. Add: firstname.lastname@example.org
to the bottom of your existing list. Click the Submit List button.
Select Cloudmark | Options... from the Cloudmark SpamNet toolbar
in Outlook. Click Advanced. Go to the Whitelist tab. Click the
Add button. Type:email@example.com
You will need to add our From address, firstname.lastname@example.org,
to your Gmail Contacts List. Click Contacts along the left side
of any Gmail page. Click Add Contact. Copy and paste our From
address, email@example.com into the primary
email address dialog box. Click Save.
If you are already a Customer but our e-mails are not getting
through, make sure that the e-mail has not been mistakenly marked
as Spam. Click Spam along the left side of any Gmail page. Check
mark the box next to our e-mail and click the "Not Spam"
button along the top.
1. Log in to your hotmail account at http://www.hotmail.com
and go to:
Options > More Options > Junk Email > Safe and Blocked
Senders > Safe Senders
Type firstname.lastname@example.org and add to your Safe
2. Next, go to:
Options > More Options > Junk Email > Filters And
Make sure "later" is selected and "immediately"
*Tip - if at any time you do find an email in
your Hotmail junk folder which shouldn't be there, click 'Not
Junk' to avoid having e-mail from that same source sent to the
Junk Mail folder in the future.
Click the Addresses tab.
Make sure 'Accept Mail From This Address' is selected under
Uncheck 'Display in People Picker' under Other options.
Click Friends from the toolbar.
Click Tools, then Blacklist & Friends.
Click Add... on the right, the Friends list side.
Make sure Plain email address is selected. Type: email@example.com
Click Friends from the sidebar.
You will need to add our From address, firstname.lastname@example.org
to your Thunderbird Address Book and configure your Junk Mail
Controls to white list your address book.
Add our From address into your Personal Address Book. Click
the Address Book button. Make sure the Personal Address Book
is highlighted. Click the New Card button. This will launch
a New Card window that has 3 tabs: Contact, Address & Other.
Under the Contact tab, copy and paste our From address,
email@example.com into the Email dialog box.
White list your Personal Address Book. From the main drop down
menu, select "Tools -< Junk Mail Controls..." This
will launch the Junk Mail Controls window that has two tabs:
Settings and Adaptive Filter Under the Settings tab, update
the "White Lists" module by selecting Personal Address
Book from the pull down menu and then check mark the box next
to "Do not mark messages as junk mail". Click OK.
Initially, the automatic junk mail detection for incoming messages
might not be very accurate and you should check your Junk folder
to see our e-mail have been mistakenly detected as junk. To
prevent this from happening in the future, you need to mark
our e-mail as not junk. Do this by right-clicking on our e-mail
and choose "Mark -< As Not Junk".
Netscape Mail Web-Based Email has no filters and spam protection.
Therefore, you can enjoy our e-mail's without doing anything
further, because it will not be mistakenly filtered.
Check your 'Probably Spam' folder.
If you see that firstname.lastname@example.org was
incorrectly filtered out, select it, and click the 'Move to
Inbox and Mark as Not Spam' button.
You will need to add our From address, email@example.com,
to your Safe Senders list.
On the Tools menu, click Options.
On the Preferences tab, click Junk E-mail.
On the Safe Senders tab, click Add.
In the Add address, copy and paste in our From address, firstname.lastname@example.org.
If the Junk E-Mail Filter accidentally catches our e-mail, you
can simply add our From address, email@example.com
to the Safe Senders list, and no future e-mail from us will
be inspected by the filter.
The instructions are outlined above in our New Customers info
Add the following entry to your user_prefs file, which is found
in the .spamassassin subdirectory on your web/mail server:
Save the user_prefs file or move the updated copy to your .spamassassin
subdirectory. If you have no user_prefs file in this subdirectory,
Click the Configure button. Go to the Known Senders tab. Click
Add under 'Known Good Senders and Recipients'. Type: firstname.lastname@example.org
Click Filters from the sidebar. Click the Approved Senders tab.
Click Add Filter. Type: email@example.com under
Choose 'Full Email Address' under Address Type.
Select Email Domain.
Select Spam Inspector, then 'Manage Friends List' from either
the Spam Inspector toolbar or from the Outlook menu. Make sure
Email is selected under 'Add a New Friend'. Type: firstname.lastname@example.org
Click the >> button.
Follow the Trusted link under > Authentication Lists. Enter
the email address: email@example.com Click Add.
Click on the SpamPal system tray icon with the right mouse button.
Click 'Add to Whitelist' from the menu. Type: firstname.lastname@example.org
Select File, then Configure.
Go to the Friends category. Make sure Active is checked.
Type: email@example.com on a line by itself
in the entry field. Click OK.
Yahoo! Mail (also BTInternet)
Yahoo mail filters work on the Yahoo server so your emails are
filtered by Yahoo BEFORE they arrive at your computers
email program. So, if you've looked inside the spam folder on
your computer and the email is not there, it is most probably
sitting in your other spam folder on the Yahoo server:
Login to your Yahoo mailbox at http://www.mail.yahoo.com
or your BT Yahoo mailbox at http://www.bt.yahoo.com.
Click Mail Options.
Click Add Filter.
In the top row, labeled 'From header:' make sure Contains is
selected in the pull-down menu. Click in the text box next to
that pull-down menu, then enter the address: firstname.lastname@example.org
At the bottom, where it says "Move the Message To:" select Inbox
from the pull-down menu. Click the Add Filter button again.
If MP3 Backing Trax has been filtered to your "bulk"
folder, simply open the message and click on the "This is not
Spam" link next to the "From" field.
Windows Live Mail
If MP3 Backing Trax is being filtered, try adding email@example.com
to your Address Book or Contact list. If this option is not
available, try moving the message to your 'inbox' or forwarding
the message to yourself.
If subsequent messages continue to be filtered, call or e-mail
your ISP's technical support and ask how you can be sure to
receive ALL e-mails from firstname.lastname@example.org.
If you use a Web mail system or email application not listed
above, the instructions for whitelisting our address will depend
on the specific email program you are using. If you access the
help files, instruction manual or customer support, there should
be instructions on how to do this.
*Note - In most cases, just by adding our From
addresses email@example.com to your address
book, safe list, white list or contact list will be sufficient.
Our emails should arrive in your inbox now without any problems.
If our emails are not getting to your inbox, then we suggest
checking your spam folder, bulk folder or junk folder. If you
find our emails in there, then you will need to find a way to
inform your mail application that it is not spam. Most likely
the best course of action is to select one of our emails and
click on the Not Spam or Not Junk button, if available.
For more information about your particular email application,
please visit the help section that is associated with your email
In a worst case scenario where you cannot get your email to
accept our emails and the download links are not getting through
to you (no matter how hard you try to configure your email account
spam settings), you will need to supply us with another email
address where we can send the download links email to - preferably
one that doesn't filter your email.
your email providers filtering system works
When someone sends you an email, first it arrives at your email
providers mail server (e.g. firstname.lastname@example.org, email@example.com,
Their system filters it by scanning it and checking it for spam
and viruses before they decide whether to deliver
it to you or not.
If the email looks legitimate, your email provider delivers
it to your inbox.
But, if their filters suspect that the email might be junk,
they place it in a seperate "junk" folder where you
can go in later and review it and decide for yourself if you
want to receive it or not.
As it happens, email delivery actually works in a similar way
to old-fashioned normal post - it just does it electronically.
For example, if a friend sent you a letter in the post, the
postman wouldn't go to your friends house to collect the letter
from him, then drive all the way to your house and pop the letter
through your letterbox. Instead, your friend would drop the
letter in to his nearest post box, the letter would then be
picked up and taken to his local sorting office, his local sorting
office would then look at the address on the letter and send
it to your nearest sorting office, where your local postman
would pick it up, put it in his sack, and deliver it to your
Email works in a similar way - emails do not go directly
from the sender to the recipient even though it may look
like that's how it works!
The sender sends an email to you.
The email arrives at your email providers web server
to be processed.
Your email provider checks it for spam and viruses etc
(ie filter it).
If it looks like a legitimate email, they deliver it
to your inbox. If it looks like junk, they place it in a special
"junk" folder where you can review it to check that
they haven't mistaken a legitimate emails for junk.
Generally, this system works well, but lately we are seeing
many email providers who don't always place suspected junk mail
in your spam folder...they delete some emails at source.
than 80% of email nowadays is junk mail. Spam is such a
masive problem that many email providers have gone one step
further and now even filter your junk mail - placing some
of the suspected junk mail in your spam folder and completely
This can have disastrous consequences for you - emails placed
in your junk mail folder can be retrieved, but emails that
your email provider deletes at source cannot. Not only can
you NOT retrieve these emails, your email provider does
not inform you that they have deleted them so you have no
way of knowing they were even sent to you. To make matters
worse, they don't "bounce" your deleted emails
back to the sender, so the sender doesn't know you didn't
You should seriously consider avoiding email providers who
operate these types of filters.
Hotmail, AOL, Yahoo and BT Internet are generally considered
to be the worst culprits for using this type of filtering,
but they are not alone - many other email providers are
just as bad.
So without getting in
to a controversial debate about whether your email provider
is entitled, legally or otherwise, to interfere with
the delivery of your emails or delete emails without
your knowledge, at this particular moment in time it
makes more sense to just help you work around the aggressive
email filters that they are running on your email which
block you from receiving the download link email we
Emails with download links
As I'm sure you can imagine, we don't employ a little
man to sit in front of a computer 24 hours a day waiting
for a backing track order to come in so he can send
out an email with download links! The email we send
you containing the download links for your purchases
is sent automatically from our download
server (that's how we can offer "instant backing
track downloads", even if it's 2 a.m. in the morning)
Unfortunately your email providers spam filters can
sometimes mistake the email from our web server and
think it's spam/junk mail.
Some email providers use supposedly "clever"
systems which are able to detect when an email has not
been sent by a "human" person. These types
of systems can detect when an email has been sent automatically
by a "machine" (i.e. and our download server
is a machine). Because most spam email is sent by machines,
not humans, your email providers filters then wrongly
assumes that the download email we sent you is junk
is why some emails from us will get through to you without
any problem, yet others (especially those with download
caught up in your email providers spam filters
things even more, many customers have their webmail
connected to their Outlook Express program running
on their local computer, so the spam filter that caught
the email isn't even on their local computer...the
email is actually sitting on their email providers
mail server and they can only access it by logging
in to their webmail at their email providers website.
And it get's worse...
Some customers have a spam filter running on the email
program on their computer (eg Outlook Express or Microsoft
Outlook etc), so their emails are being filtered twice.
So now there's two spam folders they
need to look in to find the email with the download
links, and it could be in any one of them (see picture
So, now that you know why your download
link email isn't in your inbox, let's try and sort
out your emails filtering systems so that you can
receive our download link email.
Click Here for instructions
on how to whitelist (i.e allow emails)
most popular types of email programs.
If you use a PC based email program (such as Outlook
Express, Mac Mail, Microsoft Outlook etc) as well
as web-based email , please see your email programs
help files for adding us to your address book or safe
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