In some cases, it can happen that an email is still blocked despite an already created allow list entry. There can be several reasons for this. The most common reason is an incorrectly set allow list entry, for example for an email that is in quarantine due to SPF, DKIM or DMARC. An attempt is often made to let the mail through with an allow list entry for spam filtering, but the filter for sender authentication must be bypassed.
You can find the correct reason in the Control Panel in the details of an email or you can display the reason directly in Email Live Tracking: Customise the display in Email Live Tracking
Make sure you bypass the correct filter. If you have any questions or are unsure, you are welcome to contact us by phone or chat.
It is also possible that the entry was created for the wrong address. For a whitelist entry, always use the Header-From address, which you can view directly in Email Live Tracking in the “Communication partner” field or in the email header under “From:”.
You can find more information in the following article: