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FAQ: Reporting spam and false positives to Trustwave

 

This article applies to:

  • SEG Cloud  

Question:

  • How do I report spam and false positives to Trustwave? 
  • How do I report threat URLs to Trustwave?

Reply:

There are a number of ways to report spam and false positives in SEG Cloud:

False Positives

False positives are valid messages that were quarantined as spam.

  • (Preferred) In Customer Console > Mail History, search for the email in question and open it in Message Viewer. Use the "Not Spam" button to report false positives.
  • Alternatively, send the email to NotSpam@trustwave.com. Make sure the header info stays intact. This is best done by sending the email in question as an attachment of a new email.
    • Do not use "Forward" to send the email.
    • Using this address is the least valuable method, because some useful data is lost.

Missed Spam

  • Organizations that use Office 365 can use custom settings for the Microsoft Report button that is available in supported versions of Outlook. For more information about this solution, see article Q21236, Reporting Spam and Phishing to Trustwave with the Microsoft Report Button.
  • The previous solution "Trustwave Spam Reporter" continues to work, but this option is deprecated and will be discontinued in the near future.
  • If no other option is possible, you can send the email to Spam@trustwave.com. Make sure the header info stays intact. This is best done by sending the email in question as an attachment of a new email.
    • Do not use "Forward" to send the email.
    • Using this address is the least valuable method, because some useful data is lost.

Blended Threat (Link Validator) URL reporting

Blended Threats protection is an additional option available in SEG Cloud.

You can report false positives from the Blended Threat (BTM) Link Validator, or threat URLs that you think should be blocked by BTM.

Notes:

  • Submissions are subject to automated and manual processes to improve accuracy of detection.
  • All submissions are considered and help to improve future detection. Trustwave cannot provide a personalized response to each submission. Trustwave does not guarantee filtering of any particular submitted message.
  • Spam is defined as unsolicited commercial mail.
    • Unwanted, but previously solicited, newsletters, marketing messages, mailing lists or auto-notifications are not considered spam and will not be filtered.

Trustwave MailMarshal Cloud KB article Q20205

Last Modified: March 25, 2025

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