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We are running into increasing numbers of problems with certain SPAM filters, which are doubly frustrating to us and to customers because it's not obvious who's at fault or what to do about it. When you license XMLBuddy Pro, you are required to specify an email address. At the end of the transaction, an email is automatically sent to that address containing your license key. This process has worked fine for thousands of customers until recently. Over the past few weeks, we have run into problems with some customers who specify email addresses in the yahoo.com domain and some whose domains end in or contain .de. The typical scenario is, some days after the transaction, we get a support request from the customer saying they haven't received their license key. We check our records and confirm that the license key was sent, but when we attempt to re-send the key, we get a bounce message from a SPAM filter. One we have seen several times looks like this: |
Ihre Nachricht an
<email address>
wurde als SPAM eingestuft und nicht zugestellt da eine oder mehrere der folgenden Bedingungen zutreffen:
-- Ihre Absenderadresse oder eMail Domaene steht auf einer Liste unerwuenschter Absender
-- Ihre Mailadresse enthaelt mehr als 4 Ziffern
-- Teile des Betreffs oder des Nachrichtentextes stehen auf einer Schluesselwortliste zur Identifikation von SPAM
-- Ihr Mailserver wird in einer oeffentlichen Liste offener Mail Relays und potentieller SPAM Versender gefuehrt.
Your message was not delivered and marked as spam because one or more of the following conditions are true:
-- Your address or domain is on a list of unwanted mail senders
-- your mail address contains more than 4 digits
-- the subject or the body of the message contains keywords that identify it as SPAM
-- your mail server is listed in a public directory of open relays or potential SPAM senders
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Subsequently, no attempt on our part to communicate with this customer from any email address we own will succeed. We get the support requests and bug reports, but we can't reply to them. We have no way of knowing which of the above list applies to our case (except we know the second one doesn't), or if the SPAM filter simply rejected the license key email because it "looked funny". If you do not receive your XMLBuddy Pro license key promptly after completing the transaction, the odds are very good that the email containing your key was rejected as SPAM. Please take the following steps: 1. If you can, look in your SPAM bucket or "deleted" mail folder and see if you can find the message before it is really deleted. It will be titled Your XMLBuddy license key. If you find it, this will save everyone involved lots of time. 2. Use the website to send us a support request. We try hard to respond to every such request within 24 hours, seven days a week. Depending on luck and timezone, we may reply much quicker. 3. If you don't get a reply within a day, please don't assume we aren't trying to reply; assume that we can't reply. Send another support request giving us an email address that you are certain will not produce the same result, i.e., one that does not use the same SPAM filter or allows you to see "deleted" messages. We apologize for this inconvenience. If you have any ideas as to the cause(s) of this problem, if you know if we have somehow gotten on somebody's list, please let us know through the website. We do not send SPAM, ever. |