Summary
To resolve email delivery issues with ProofPoint, multiple support channels are available, although response times may vary. The primary method is submitting a detailed support ticket through the ProofPoint Support Portal. For urgent blocklist issues, directly emailing postmaster@proofpoint.com is suggested. Checking the ProofPoint website for a 'Contact Us' page or regional offices might reveal direct contact information. Utilizing ProofPoint's false positive reporting mechanism is crucial for emails incorrectly flagged as spam. Searching for ProofPoint employees on LinkedIn may offer a faster response. Additionally, examine bounce messages for specific error codes to aid in diagnosis. For IP address delisting, utilize ProofPoint support and their delisting request form. Improving sender reputation by implementing SPF, DKIM, and DMARC is essential to prevent future delivery problems. The DNSBL Lookup Tool can identify if you are listed on their blocklist. TAP API allows automated support for TAP users and international customers should call for faster resolutions.
Key findings
- Support Channels: Multiple support channels exist, including a support portal, email, LinkedIn, and potentially phone support.
- False Positive Reporting: Utilize the false positive reporting mechanism for incorrectly flagged emails.
- IP Delisting: Follow their delisting request form.
- Response Time: ProofPoint's response times vary.
- TAP API: The Threat Automated Platform API allows for automated support inquiries (requires TAP license).
Key considerations
- Detailed Information: Provide detailed information when contacting support, including sender/recipient addresses, timestamps, and bounce messages.
- Examine Bounce Messages: Carefully examine bounce messages for specific error codes to aid in diagnosis.
- Improve Sender Reputation: Implement SPF, DKIM, and DMARC to improve sender reputation and prevent future delivery problems.
- Choose the Right Channel: Select the most appropriate support channel based on the urgency and nature of the issue.
- Be Persistent: Contact ProofPoint support consistently.
What email marketers say
10 marketer opinions
To resolve email delivery issues with ProofPoint, multiple avenues for contacting support exist. Submitting a support ticket through the ProofPoint support portal with detailed information about the issue (sender/recipient, timestamps, bounce messages) is a primary approach. Alternative methods include directly emailing ProofPoint's postmaster address (postmaster@proofpoint.com) for urgent blocklist issues. Checking the ProofPoint website for a 'Contact Us' page or regional office details may reveal direct phone numbers or email addresses. Utilizing ProofPoint's false positive reporting system for incorrectly flagged emails is also recommended. Searching for ProofPoint employees on LinkedIn and messaging them directly may yield faster results. When contacting support, examining bounce messages for specific error codes and providing detailed logs is crucial. Improving sender reputation by implementing email authentication (SPF, DKIM, DMARC) can prevent future delivery problems. Requesting delisting of your IP address directly can be achieved via their support page providing detailed information about legitimate email practices.
Key opinions
- Support Portal: Submitting a detailed support ticket through the ProofPoint support portal is a primary method for resolving delivery issues.
- Postmaster Email: Directly emailing postmaster@proofpoint.com is suggested for urgent blocklist issues.
- False Positive Reporting: Utilize ProofPoint's false positive reporting system to address emails incorrectly marked as spam.
- LinkedIn Outreach: Directly messaging ProofPoint employees on LinkedIn might provide faster assistance.
- IP Delisting Request: Delisting IP addresses must be requested on the ProofPoint Support Page.
Key considerations
- Provide Details: When contacting support, provide detailed information, including sender/recipient addresses, timestamps, and full bounce messages.
- Examine Bounce Messages: Carefully examine bounce messages for specific error codes to help diagnose the issue.
- Improve Reputation: Improve sender reputation by implementing SPF, DKIM, and DMARC to prevent future delivery problems.
- Check Contact Page: Check ProofPoint's contact page for phone numbers that might give assistance.
Marketer view
Marketer from Email Geeks asks which part of Proofpoint is causing the issue (Proofpoint or Cloudmark) to help identify the problem.
29 Jul 2021 - Email Geeks
Marketer view
Email marketer from EmailDiscussions forum user DeliverNow suggests to carefully examine the bounce message received from ProofPoint to identify the specific reason for the block. This information is crucial when contacting support, as it allows them to quickly diagnose and address the issue. <https://www.emaildiscussions.com/>
7 Mar 2023 - EmailDiscussions
What the experts say
2 expert opinions
Contacting ProofPoint support for email delivery issues may require persistence due to potentially slow response times. For delisting requests, utilize ProofPoint's designated channels (support portal or delisting request form), providing detailed information about the IP address or domain and demonstrating adherence to best email practices.
Key opinions
- Persistence Required: ProofPoint support may have slow response times, requiring persistence.
- Designated Delisting Channels: Use ProofPoint's support portal or delisting request form for IP/domain delisting requests.
Key considerations
- Detailed Information: Provide comprehensive details about the IP address or domain when requesting delisting.
- Email Best Practices: Demonstrate adherence to email best practices when requesting delisting.
Expert view
Expert from Spam Resource explains that for specific delisting requests from ProofPoint, it's crucial to utilize their designated channels, often involving submitting a request through their support portal or using their delisting request form, providing detailed information about the IP address or domain in question, and demonstrating adherence to best email practices. <https://www.spamresource.com/2011/11/ip-address-delisting-request-template/>
25 May 2025 - Spam Resource
Expert view
Expert from Email Geeks mentions that ProofPoint support can be slow and advises to keep trying to contact them.
26 Mar 2022 - Email Geeks
What the documentation says
4 technical articles
ProofPoint offers various avenues for support related to email delivery issues. The primary method involves submitting a support case through the ProofPoint Support Portal. Additionally, the DNSBL Lookup Tool can be used to check if your IP address or domain is blocklisted and provides instructions for dispute. For those with a TAP license, the Threat Automated Platform API offers automation capabilities for support inquiries. Customers outside the US may have access to direct phone support as outlined in the ProofPoint Essentials documentation.
Key findings
- Support Portal: Submit a support case through the ProofPoint Support Portal.
- DNSBL Lookup Tool: Use the DNSBL Lookup Tool to check for blocklisting and dispute if necessary.
- TAP API: The Threat Automated Platform API allows for automated support inquiries (requires TAP license).
- International Phone Support: Customers outside the US might have direct phone support options.
Key considerations
- Account Credentials: Accessing the Support Portal requires valid account credentials.
- Technical Expertise: Utilizing the TAP API requires technical expertise.
- Geographic Location: Direct phone support may only be available for customers outside the US.
- Have a TAP License: Must have an active ProofPoint TAP license.
Technical article
Documentation from ProofPoint TAP API documentation outlines using the Threat Automated Platform API to potentially automate support inquiries or pull data useful for resolving delivery issues. This is applicable if you have a TAP license and technical expertise. <https://www.proofpoint.com/us/products/threat-protection/threat-intelligence-platform>
15 Aug 2021 - ProofPoint
Technical article
Documentation from ProofPoint Essentials documentation outlines how to directly call ProofPoint support through a listed international phone number for customers outside of the US if there are any email deliverability issues. <https://www.proofpoint.com/us/products/email-security/essentials>
31 Mar 2025 - ProofPoint
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