Troubleshooting email issues

Find out what you can do if your emails or phishing simulations aren't arriving, are getting stuck in spam, or are displaying warnings. In this article you can find answers if your emails are:


My emails are not being delivered

Ensure that you have allow-listed all IP addresses and domains in your email server. If you use Microsoft 365, you should also configure Advanced Delivery to ensure your simulated phishing emails will get through.


My emails are getting stopped by M365/Exchange quarantine

Exchange Server automatically quarantines some emails it deems suspicious. To prevent this from happening, set up a Mail Flow rule in your Exchange Admin Center to allow SiberMate emails through. Find a full guide below.

Please note that this method will not work for any email quarantined as a "High Confidence Phish" i.e. our simulated phishing emails. You will need to configure Advanced Delivery to ensure those emails will get through.


My emails are going directly to the spam/junk folder

Ensure that you have allow-listed all SiberMate IP addresses and domains in your email server. This resolves the majority of issues with emails not being delivered.


My emails are being tagged as suspicious by M365

Microsoft 365 has an Advanced Threat Protection feature that can automatically tag some emails as suspicious. To prevent this from happening, add SiberMate domains to your Safe Link policy in the 365 Admin Center. Find a full guide below.


M365 is displaying a warning on the links in my simulated phishing emails

The Advanced Threat Protection functionality in Microsoft 365 automatically displays a warning on some links. You can prevent this from happening in your simulated phishing campaigns by setting up an email header in your SiberMate platform settings and adding an exception for this header in the Mail Flow rules in your Exchange Admin Center. Find the full guide below.


My emails have a custom sender domain or sub-domain and are being quarantined

You may find that system emails using a custom sub-domain (e.g. mycompany.user-training.com) and simulated phishing campaigns using a custom sender domain are quarantined. This can happen even if you've applied our recommended allow listing.


This is because custom domains and sub-domains do not have sender authentication applied and appear to come from sendgrid.net to many email security filters. For this reason, you will need to add sendgrid.net to your domain allow list for emails using custom domain and sub-domains to be delivered successfully. This includes the Allowed Domains list under M365 Advanced Delivery. Alternatively you will need to use one of our supported domains for simulation phishing campaigns and remove the sub-domain from system emails.

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