How can I contact ProofPoint support to resolve email delivery issues?
Matthew Whittaker
Co-founder & CTO, Suped
Published 14 May 2025
Updated 18 Aug 2025
7 min read
Dealing with email delivery issues can be incredibly frustrating, especially when your messages are being blocked by a security solution like Proofpoint. Proofpoint is a widely used email security gateway, and its blocking mechanisms are designed to protect recipients from spam, phishing, and malware. However, sometimes legitimate emails can get caught in their filters, leading to significant disruptions in communication.
When you encounter such problems, knowing how to reach Proofpoint support effectively is crucial. It's not always as straightforward as it seems, and providing the right information upfront can significantly speed up the resolution process. My goal is to outline the best approaches for contacting their support team and troubleshooting common delivery blocks.
Understanding the problem
Before you even think about contacting Proofpoint, it is essential to understand why your emails are being blocked. Often, the bounce message you receive will contain a clue, such as a specific error code or a reference to Proofpoint's blocklist (or blacklist) lookup tool. This information is critical for diagnosing the problem.
A common bounce message might include a 550 5.7.0 Blocked error, often with a link to the Proofpoint DNSBL lookup page. Entering your sending IP address there can confirm if you are indeed on a Proofpoint internal blocklist (blacklist) or a public one that Proofpoint uses. Understanding these deferrals and IP reputation issues is the first step.
Sometimes, the issue isn't a direct IP block, but rather an issue with how Proofpoint (which is commonly used for corporate email) processes or scans emails, especially those with attachments or from specific sending platforms. This could involve issues where Proofpoint blocks SendGrid IP addresses, or even general email deliverability issues that don't result in a bounce or spam folder delivery. The clearer you are on the specific error, the better Proofpoint can assist.
Identifying the block type
Hard bounce: This usually indicates a permanent issue, often with a Proofpoint bounce message directly citing their DNSBL or a similar block. This means your IP or domain is on a blocklist.
Soft bounce/deferral: Messages are temporarily rejected. This could be due to rate limiting, content filtering, or temporary reputation issues. Proofpoint might be greylisting your mail.
No bounce, but not delivered: The email appears sent on your end, but never reaches the recipient's inbox (or goes to spam). This often indicates silent filtering by Proofpoint without a specific notification to the sender. This can happen when emails are not bouncing or going to spam but are still not delivered.
Primary ways to reach Proofpoint support
Proofpoint offers several avenues for support, depending on whether you are a direct customer or an external sender trying to deliver mail to a Proofpoint-protected domain. My experience shows that the most effective way is through their official channels.
For direct Proofpoint customers, the primary method is typically through their support portal. This portal allows you to open support tickets, track their status, and access knowledge base articles. If you have an enterprise account, you likely have a dedicated account manager or support representative, which can expedite the process. They also have general contact information on their website, including phone numbers for different regions. For example, their US phone number is +1 (408) 850-4016 and UK is +44 (0) 118 960 7000.
If you are an external sender and your emails are being blocked by a recipient using Proofpoint, contacting Proofpoint directly can be more challenging. In this scenario, it is often best to first contact the recipient's IT department. They have direct access to their Proofpoint admin console and can whitelist your IP or domain, or open a ticket with Proofpoint on your behalf. If that is not an option, you can try emailing postmaster@proofpoint.com for issues related to IP blocklist (blacklist) removals. This is also how you would contact Proofpoint about IP blocks or to get Proofpoint to unblock your IP address.
Providing necessary information
When you contact Proofpoint, whether through their portal or email, providing comprehensive and accurate information is crucial for a swift resolution. In my experience, incomplete information is the most common reason for delays.
Essential information to include in your support request
Full bounce message: Copy and paste the entire bounce-back message, including all headers and error codes. This often contains vital diagnostic information.
Sending IP address: The IP address your emails are originating from. This is critical for any blocklist (or blacklist) related issues.
Sending domain: The domain of the email address sending the messages.
Recipient email address/domain: The specific email address(es) or domain(s) experiencing delivery issues. Include multiple if the problem is widespread.
Timestamp of failed delivery: The exact date and time (including time zone) when the delivery failure occurred. This helps them locate logs.
Nature of the email content: Briefly describe the email content (e.g., transactional, marketing, personal). Avoid sending test emails with suspicious content or links.
Common email delivery issues Proofpoint can help with
Proofpoint is designed to protect against various threats, so email delivery issues can stem from a wide range of factors, from simple misconfigurations to severe reputation problems. Understanding these common causes can help you phrase your support request more accurately.
Many delivery issues arise from an IP address or domain being listed on a blocklist (or blacklist), either Proofpoint's internal lists or external ones they consult. This often happens due to sending unsolicited email, high complaint rates, or compromised accounts. You can refer to our guides on an in-depth guide to email blocklists or what happens when your IP gets blocklisted for more detail.
Other issues might include content filtering, where Proofpoint's algorithms detect suspicious keywords, links, or attachments within your email. This can lead to emails being quarantined or rejected. Authentication failures (SPF, DKIM, DMARC) can also cause delivery problems, as Proofpoint (and other mailbox providers) heavily rely on these records to verify sender legitimacy.
Common issues & solutions
When approaching Proofpoint support, it helps to be specific about the type of issue you're facing. Here’s a quick comparison of common problems and the actions Proofpoint might take to resolve them:
IP/Domain blocklisting: Your IP or domain is on a Proofpoint (or other) blocklist. Proofpoint support can investigate the listing reason and advise on delisting, or delist internally.
Content filtering: Your email content triggers spam filters. Proofpoint can analyze the content and suggest adjustments or whitelist specific content patterns for their customers.
Authentication failures: Issues with SPF, DKIM, or DMARC. Proofpoint support can verify if your records are correctly interpreted and advise on necessary DNS changes.
Rate limiting: You are sending too many emails too quickly to a Proofpoint-protected domain. They might suggest slowing down your sending rate or, for customers, adjust internal thresholds.
Navigating the resolution process
Even with all the right information, there can be challenges. Proofpoint's support can sometimes be slow to respond, particularly for non-customer inquiries. My advice is to be persistent and follow up respectfully if you don't hear back within a reasonable timeframe. Always be prepared to provide more details if requested, and keep your communication concise and clear.
Remember, email deliverability is a shared responsibility. While Proofpoint plays a significant role in filtering, maintaining a healthy sending reputation on your end is paramount. This includes adhering to best practices like managing your email lists, sending relevant content, and ensuring your email authentication records (SPF, DKIM, DMARC) are correctly configured. By proactively addressing these factors, you can minimize the chances of encountering deliverability issues with Proofpoint and other security gateways.
Views from the trenches
Best practices
Maintain clean email lists to reduce bounces and spam complaints, improving your sender reputation.
Ensure SPF, DKIM, and DMARC records are correctly configured and aligned to pass authentication checks.
Monitor your sending IP and domain reputation regularly to detect issues early and address them.
Segment your audience and personalize content to ensure relevance, reducing recipient spam complaints.
Common pitfalls
Neglecting to provide full bounce messages and exact timestamps, which slows down support investigations.
Failing to check if your IP is on public blocklists before contacting Proofpoint, wasting time.
Assuming all delivery issues are Proofpoint's fault without first checking your own email setup.
Sending large volumes of emails to new recipients without warming up your IP addresses first.
Expert tips
Always include the entire bounce message in your support ticket for faster diagnostics.
If you are an external sender, try to engage the recipient's IT team first, as they have direct access to Proofpoint controls.
Be persistent but polite with follow-ups; Proofpoint support can sometimes take time to respond to inquiries.
Review Proofpoint's public support guidelines or documentation if available for more specific troubleshooting steps.
Marketer view
Marketer from Email Geeks says they have customers experiencing issues with Proofpoint and cannot reach their team through the regular ticketing system.
2023-08-09 - Email Geeks
Marketer view
Marketer from Email Geeks says they have tried emailing the postmaster alias but did not get an immediate resolution.
2023-08-09 - Email Geeks
Key takeaways for Proofpoint deliverability
Resolving email delivery issues with Proofpoint can be a meticulous process, but it is manageable with the right approach. Start by thoroughly investigating the bounce message and identifying the root cause, whether it is an IP blocklist or a content-related issue.
Equip Proofpoint support with all necessary details, including bounce messages, IP addresses, domains, and timestamps. Remember that persistence and clear communication are key. By following these guidelines, you can significantly improve your chances of a quick resolution and ensure your important emails reach their intended recipients.
Proofpoint bounce message directly citing their DNSBL or a similar block. This means your IP or domain is on a blocklist.
