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Home > FAQ > Email > Spam & Junk > Why is My Whitelisted Sender's Email Still Going to Junk?
Why is My Whitelisted Sender's Email Still Going to Junk?
If you've whitelisted a sender's email address using Global Email Rules but their emails still end up in your Junk or Spam folder, follow these troubleshooting steps:
1. Verify the Sender Address is Correctly Whitelisted
Ensure the sender’s email address is added correctly in Global Email Rules. A typo or incomplete address could prevent proper whitelisting.
2. Review Webmail's Rules
On your webmail, go to Email > Configuration > Rules. Review the active rules and keywords that might be moving the sender's emails to the Junk folder.
3. Check Junk Filters in Your Email Client
If you're using an email client (e.g., Outlook, Thunderbird, or Apple Mail), there may be a filter or rule in place that moves emails to your Junk folder. Each of these email clients has its own method for creating and managing rules:
Outlook: Rules Setting | Junk Filter Setting
Thunderbird: Filter Rules | Junk Filter Setting
Mac Mail: Rules | Junk Mail Setting
