1. Find a recent affected message and check its original sender details and classification.
2. Open Incoming - Protection Settings > Sender Allow list. Choose the intended email or domain scope. An Admin tab entry can affect all domains belonging to that administrator.
3. Choose Add Allow list sender. At domain scope, select the domain where shown and the local-part of the intended recipient address.
4. Choose the sender flag for the address you have verified: the SMTP envelope sender, the visible message From address, or both. Enter the specific approved sender in Address; do not widen the exception to a whole domain unless required.
5. Save, record the reason and review date, then ask for a new harmless message. Confirm its classification and delivery in the logs and destination mailbox.

An exception for one employee should not automatically apply to every recipient in the company. Check whether a broader existing rule already covers the sender. Remove obsolete entries when a supplier or application changes.

• Reporting a legitimate message incorrectly filtered as spam
• Blocking an unwanted sender in SpamExperts
• Tracing a SpamExperts message by sender, recipient and time
• Fixing valid-recipient rejection in incoming filtering

• N-able: Manage Sender Allowlist
• N-able: Managing The Allowlist And Blocklist