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LochStudios  /  Help Centre  /  Email (Axigen)  /  Manage Spam and the Quarantine in Axigen

Manage Spam and the Quarantine in Axigen

Review the Spam folder in LochStudios Mail WebMail, recover a real message, and ask us to check our spam filtering if mail never arrived.

Updated

Incoming mail on LochStudios Mail is scanned by our spam filtering before it reaches the mailbox, then Axigen files anything still suspicious into Spam. Use WebMail to review that folder, move a real message back to the inbox, and tell us if something never arrived at all.

This article is for LochStudios Mail (hosted business email on Axigen). It is not the same product as shared hosting email. Those addresses use Roundcube and a Junk folder. See Access Webmail. Unsure which product you have? Open a support ticket and we will check with you.

What "quarantine" means here

There is no separate customer quarantine login.

  • Spam folder (in the mailbox): the message reached Axigen and was filed away from Inbox. You can open it, move it, or delete it in WebMail. Desktop and phone apps often show the same folder as Junk.
  • Our spam filtering (before the mailbox): mail is checked on the way in. Some messages never land in Inbox or Spam. If you are expecting something and it is in neither folder, open a support ticket. Give us the address, the sender, the subject, and the approximate time. We will look at the filter with you.

There is no public quarantine website to bookmark. Use WebMail for mail that reached the mailbox. Use a ticket if it never arrived.

Outbound mail is scanned too. That is expected. It is not a client-settings problem. See Axigen email server settings.

Open WebMail

Use the portal first. You do not need to guess a hostname.

  1. Sign in at the portal.
  2. Open the mail service for the domain.
  3. Click Log in to WebMail.

Once DNS and MX for the domain are on our mail, you can also open https://mail.yourdomain.com (swap in your domain) and sign in with the full email address and mailbox password. Confirm the hostname on the mail service in the portal if you are unsure.

Need a refresher? What is Axigen webmail and how to sign in.

Review the Spam folder

  1. In the left folder list, open Spam.
  2. Check sender, subject, and date before you delete anything.
  3. If you cannot see Spam, look for Junk. IMAP apps (Outlook, Apple Mail, phones) often use that name for the same folder.
  4. Still missing both? Open a support ticket and we will walk through it with you.

Check Spam at least once a week if you are waiting on invoices, password resets, or mail from a new supplier. Messages in Spam still count toward the mailbox quota. See Managing your mailbox storage and quota in Axigen.

If a message has already left Spam and you still need it, open a support ticket. We will tell you what we can still recover.

Recover a legitimate email

If a real message landed in Spam:

  1. Open Spam and select the message.
  2. Use Move to (or drag it) and choose Inbox.
  3. If you see Not spam, This is not spam, or Report as not spam, use that as well so later mail from the same sender is less likely to be filed away.

You can also add the sender to Contacts. That helps WebMail recognise them. It does not by itself bypass our spam filtering in front of the mailbox.

If the same sender keeps missing Inbox after you have moved a message, open a support ticket. We can allow that address or domain on our spam filtering so it reaches the mailbox.

Delete spam you do not want

  1. In Spam, select one message, or several.
  2. Click Delete (or press Delete).
  3. Confirm if WebMail asks.

To clear a large pile:

  1. Open Spam.
  2. Use Select all if it is there, then Delete.
  3. Glance at the dates first so you do not remove a real message you have not opened yet.

Deleted mail usually sits in Trash until you empty that folder. Empty Trash when you want the space back. Mail removed from Trash is gone.

If you see This is spam or Report as spam on a message that is still in Inbox, use it, then delete or leave the copy in Spam. Prefer doing this in WebMail so the change is on the server, not only in one phone or desktop app.

Allow or block senders in WebMail

Some WebMail builds have an Anti-Spam or Antispam page.

  1. Click Settings (gear, usually top-right).
  2. Open Anti-Spam, Antispam, or Filtering.
  3. Add trusted addresses or domains to the allow list (sometimes Whitelist or Safe senders), for example accounts@supplier.com or @supplier.com.
  4. Add addresses or domains you never want to the block list (sometimes Blacklist or Blocked senders).
  5. Click Save.

If those labels are not there, do not hunt for a sensitivity slider. Use a filter, or open a support ticket and we will set the allow or block on our spam filtering.

An allow list in WebMail only affects mail that already reached Axigen. It cannot pull back a message our filter never delivered. Use a ticket for that.

Use a filter when you need a tight rule

Filters run on the mailbox after mail is accepted. Full walkthrough: Create Filters and Rules in Axigen Webmail.

Keep a known sender in Inbox:

  • Condition: From is accounts@supplier.com (or the domain @supplier.com)
  • Action: Move to Inbox, Stop processing

File obvious junk you still receive:

  • Condition: Subject or From contains a phrase that only appears on mail you never want
  • Action: Move to Spam (or delete), Stop processing

Keep keyword rules tight. A loose word like invoice or offer will catch mail you still need.

Everyday habits

  • Do not reply to spam. A reply only confirms the address is live. Delete it, or mark it as spam, and move on.
  • Do not click links or open attachments on mail you do not trust. If it claims to be a bank, a courier, or us, go to the real site yourself. We will never ask you to send a mailbox password. See Recognise and avoid phishing emails.
  • Unsubscribe only on mail you recognise. A real newsletter has a working unsubscribe link. Fake "unsubscribe" pages are a common trap. When in doubt, delete and mark as spam.
  • Review Spam in WebMail, not only in one app. The folder list in Webmail basics is the same set IMAP uses.
  • Mail has to arrive here. If MX for the domain still points somewhere else, none of this applies. See MX records and how email routing works.

Sending from this domain and landing in other people's junk is a different problem. See Why your emails go to spam.

If something looks wrong

Inbox is full of junk:

  • Mark those messages as spam in WebMail and delete them.
  • Add a tight filter for a repeat sender.
  • Open a support ticket if a whole domain is flooding the mailbox. We can tighten our spam filtering.

A real sender keeps landing in Spam:

  • Move a recent message to Inbox and mark it as not spam.
  • Add the address (or domain) on the allow list or with a filter.
  • If it keeps happening, open a support ticket.

Nothing arrived in Inbox or Spam:

  • Confirm people are writing to this exact address.
  • Confirm MX points at LochStudios Mail.
  • Then open a support ticket. The message may have stopped in our spam filtering, or it may never have been sent.

You only looked in Outlook or on a phone:

  • Open WebMail and check Spam there. The app may be hiding the folder or using a local junk filter of its own.

Unsure which product or DNS the domain uses:

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