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Whitelist issues...company emails, customer support emails, transactional emails all blocked
eggerda
Newbie

Hello,

We just added 5 new IP's to our email server.

Our older IP addresses on this same email server have no issues emailing verizon email addresses, but for these 5 new ones, our  emails to people with verizon email addresses have been blocked from the start.

When trying to get on the whitelist, I get message for each of the IP's we try to whitelist:

"After investigation, Verizon Online Security has determined that e-mail from your IP address will not be allowed access to the Verizon Online e-mail domain due to one or more of the following reasons:

Your IP has been blocked because of spam issues or because your ISP indicates that it is dynamically assigned"

I checked with our ISP, and they assure us that these are STATIC IP's...which they are.

On our newsletter we send out, our spam complaints are EXTREMELY low and our email sender score is in the high 90's across the board for the older IP's...

Customers with Verizon email addresses are not even getting their transaction emails and customer support emails from the new IP addresses.

I'm not sure what to do, so I figured I'd post here and try to get some help?  I see others have been helped here.

I thank anyone on the staff in advance for helping me figure this out?

Thanks so much.

{edited for privacy}

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Re: Whitelist issues...company emails, customer support emails, transactional emails all blocked
LawrenceC
Community Manager
Community Manager

Hi eggerda,

Your issue has been escalated to a Verizon agent. Before the agent can begin assisting you, they will need to collect further information from you. Please go to your profile page for the forum and look at the top of the middle column where you will find an area titled "My Support Cases". You can reach your profile page by clicking on your name beside your post, or at the top left of this page underneath the title of the board.

Under "My Support Cases" you will find a link to the private board where you and the agent may exchange information. The title of your post is the link. This should be checked on a frequent basis, as the agent may be waiting for information from you before they can proceed with any actions. To ensure you know when they have responded to you, at the top of your support case there is a drop down menu for support case options. Open that and choose "subscribe". Please keep all correspondence regarding your issue in the private support portal.

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