Graymail FAQ

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What is Graymail?

Graymail is a tool which intercepts all mail SpamAssassin marks as spam before it is delivered to your inbox. All mail caught by Graymail is stored on our server for 7 days, during which time you can review them at https://members.sonic.net/email/graymail/. Graymail sends a nightly report of all messages it has intercepted to your inbox. If you see that a message has been improperly intercepted, you can use our convenient web interface to Whitelist the sender and deliver the captured message to your inbox. Check out our Graymail article for instructions on how to check your messages and customize settings.

Why is it called Graymail?

With messages that we're 100% sure are spam, we delete those automatically. When we know an email isn't spam, we deliver it right to your inbox. When we think a message is spam, but we're not absolutely certain, it goes into Graymail. It's called Graymail to reflect the ambiguity in whether the message is spam or not.

Email in Graymail report does not show up in Graymail folder

There are a couple reasons that this may happen.

  • First, you want to make sure they are actually looking at the right mail account. Towards the top of the screen, there is a line that says 'Logged in as:' to prevent any confusion.
  • The message may not be listed because there are too many messages to fit on one screen. Often times if you have more than 10 messages in your Graymail folder, the messages will be split up over multiple pages to make them easier to manage. You can use the Navigation text below the messages to move between pages. You can also choose to display up to 100 messages on the page at a time. You can also sort messages by subject, sender, size, score, and date, by clicking on the column label at the top of the message list.

Email delivered from Graymail does not show up in inbox

We have yet to see a case where Graymail has deleted a message marked for delivery. In every case we have seen, the message either wasn't actually delivered due to the "submit" button not being hit, or it was filtered on the client side. If the message is no longer in Graymail, and you do not have any filters in your mail client, get as much information about the missing messages as you can ( subject, sender, date, SSN ), and send this information to support@sonic.net as soon as possible.

Time delay in delivery to/from Graymail

Spam is delivered to the Graymail folder in the same amount of time a non-spam message would take to get to your normal mail. Depending on mail server delays, solar flares and the magnetic Doppler effect, a message may not appear instantly in the Graymail folder after being sent. However, if it shows up in the nightly report, it will be in Graymail unless you have deleted it since then. Delivery from Graymail to your normal mail should be immediate. It may be necessary to explicitly tell your mail program to check its mail again after clicking "submit" in Graymail.

How do I change Graymail's storage behavior?

In the spam filtering general configuration interface at https://members.sonic.net/email/spam/filtering/, the section titled "Graymail Configuration" will allow you to turn Graymail on and off, select whether or not to receive a nightly notification of new emssages in Graymail, and to configure for how long and how many messages are kept for you.