Support FAQs

Q: How do I access the Spam Soap Console or reset a password?

A: Any users with a Spam Soap account can access the Web Console or reset their password by clicking on the Client Login link (top right). Use the “I forgot my username/password” link if you don’t have credentials.

If you need your login elevated to a Administrator-level, please contact Spam Soap Support.

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Q: How do I see if any mail is queued in Fail Safe Disaster Recovery?

A: When Administrators login to the console, the overview screen is the default landing page, showing a summary of Disaster Recovery activity in the last 24 hrs. Spooled Messages refer to mail queued up by Spam Soap. Unspooled Messages refer to previously spooled mail delivered from Fail Safe Disaster Recovery to the recipient’s server.

Administrators can click on Setup > Disaster Recovery to change automatic settings or manually control this process.

For more information, please reference the Core Filtering Admin Guide below.

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Q: How do I change the location of my mail delivery?

A: After logging in as an Admin, click on Set Up. This page displays the current inbound server(s); the location Spam Soap delivers mail after filtering. Changes can be made to the priority of servers, or new servers can be added.

For more information, please reference the Core Filtering Admin Guide below.

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Q: How do I check mail in Quarantine that has been caught as spam?

A: After logging in as and Admin, click on Quarantine. You can search by sender and/or recipient, threat, and day. Using Release sends mail to the inbox. Always Allow for User places the sender on the recipients always allow list and delivers the message.

General users can access quarantined mail from their Spam Quarantine Reports via email.

For more information, please reference the Core Filtering Admin/User Guides below.

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Q: What should I do with Spam that makes it past Spam Soap?

A: Report it to Spam Soap using the reporting tool for Outlook (download below) or forward the internet header, pasted into the email body, to spam@spamsoap.com.

Also, check with your IT provider to ensure that Spam is not infiltrating your network directly. Most clients can lock down their networks to only accept mail from the following IP ranges.

208.65.144.0/21
(208.65.144.0 – 208.65.151.255)

Used by technical support for troubleshooting:

63.149.241.32/27
(63.149.241.32 – 63.149.241.63)

Please fill out a support request if you have any questions.

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Q: What should I do if I didn't receive a Spam Quarantine Report today?

A: Spam Quarantine Reports (SQR) are delivered every weekday by default, assuming Spam Soap has quarantined new spam since the last report. Check with your administrator to verify that SQR frequency has not been changed.

SQRs are sometimes caught by client-side spam filters, such as a Junk box.

Users can see a date and time stamp of their last SQR by logging into the Web Console, under the User Details screen.

Admins can access this in the Console by clicking on Account Management > Users > email address of the user in question.

Admins can also send SQRs on demand by clicking “Deliver Spam Report” from the users’ Detail page.

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Q: What are Spam Soap's mail delivery IP addresses?

A: If you want to lock down your firewall or mail server to accept mail from Spam Soap only, allow the following IP ranges.

Mail delivery:

208.65.144.0/21 (CIDR format)
255.255.248.0 (Subnet format)
208.65.144.0 – 208.65.151.255
(IP range format)

Used by technical support for troubleshooting:

63.149.241.32/27 (CIDR format)
255.255.255.224 (Subnet format)
63.149.241.32 – 63.149.241.63
(IP range format)

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Report Spam

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