Undelivered Email

Overview

Request help with situations where emails may be blocked, quarantined, or bounced.

Description of service

Technicians investigate why an email did not reach its destination. Typical tasks include:

  • Locating messages that were quarantined or deleted as spam, phishing, or malware

  • Releasing or whitelisting legitimate messages and sender domains

  • Analyzing bounce-back reports

  • Adjusting content filters, attachment/URL policies, or sender-authentication settings (DMARC, SPF, DKIM)

  • Coordinating with external recipients’ mail administrators when their server blocks Borough messages

Common scenarios include “Your message to … was blocked by our inbound Barracuda filter,” “550 5.7.1 Message rejected as spam,” or a missing email.

Before submitting this request

Gather the following details (screenshots, .msg, or .eml files are very helpful):

  • Full bounce-back message, including the numeric error code (e.g., 554 5.7.1, SC-Block)

  • Sender and recipient addresses and the approximate date/time the message was sent

  • Subject line and whether the message contained large attachments, zipped files, or external links

  • For missing inbound mail, check Junk Email and any Outlook Rules

  • Confirm the recipient address is typed correctly 

How to request this service

Click on the Request Service button or the specific Service Offering and fill out the provided form. Your choices in the form will inform us of what issues you are experiencing and how we can best assist.

If you are unable to fill out the form you can give our Service Desk a call at (907) 861-8553.

Additional Information

Please search our Knowledge Base for best practices for avoiding spam or malware triggers along with file size limitations.