How do I contact Proofpoint about IP address listing issues and what information should I provide?
Michael Ko
Co-founder & CEO, Suped
Published 6 May 2025
Updated 17 Aug 2025
7 min read
Dealing with an IP address block (or blacklist) can be a frustrating experience, especially when it affects your email deliverability. When Proofpoint, a major email security provider, blocks your IP address, it can significantly impact your ability to reach recipients who use their services. Understanding the correct contact points and what information to provide is crucial for a swift resolution.
My experience, and that of many others in the email community, indicates that direct communication and providing precise, actionable data are key. It’s not always as straightforward as filling out a form and waiting for an auto-reply, particularly if you're not a paying customer or if the issue is complex. Patience and a systematic approach are essential.
This guide outlines the best practices for contacting Proofpoint regarding IP address listing issues and details the essential information you should include in your communications to help expedite the delisting process.
Identifying the listing
Before you reach out to Proofpoint, it is important to confirm that your IP address is indeed listed by them. Proofpoint maintains its own dynamic reputation system, which is influenced by a network of spam traps it acquired. This means that a single hit on a spam trap could potentially affect your IP's score and lead to a blocklist (or blacklist) entry, even if other IPs in a shared pool are unaffected.
While there isn't a public dynamic reputation IP lookup website specifically for non-customers, internal monitoring tools and bounce messages should indicate if Proofpoint is the cause of your delivery issues. If you have access to a Proofpoint admin center, you can check lists like the Organizational Safe List for your own IP addresses or those of your email service provider (ESP).
It's important to remember that IP-based blocks can be more complex than domain-based ones, especially with shared IP pools. While a week might seem like a long time to wait for a response, sometimes delistings occur without explicit notification if the underlying issue is resolved or if the listing was temporary. However, a proactive follow-up is always recommended to ensure the problem isn't recurring. For more details, see our guide on how to troubleshoot Proofpoint deferrals and IP reputation issues.
Checking Proofpoint listings
Use bounce messages: Proofpoint bounce messages often explicitly state if the block is due to their system. Look for specific error codes or mentions of Proofpoint in the bounce text. If your emails are not bouncing but are still not being delivered, consult our guide on how to resolve email deliverability issues.
Monitor your logs: Review your email server logs for connection failures or rejections when sending to domains protected by Proofpoint. This can provide real-time insight into the blocking. If you're using a shared IP from a provider like SendGrid, also consult our guide on why Proofpoint might be blocking SendGrid IPs.
General blocklist checks: Use a blocklist checker to see if your IP is listed on any public blacklists (or blocklists) that Proofpoint might reference or use to feed their internal reputation systems.
Contacting Proofpoint and what to provide
The most effective way to contact Proofpoint for delisting requests is via their designated postmaster email address: postmaster@proofpoint.com. While they may not send an automated acknowledgment, this is the official channel for such inquiries. If you have previously submitted a request via a web form, it’s advisable to follow up directly through this email address.
When composing your email, focus on clarity, conciseness, and providing verifiable technical details. Avoid lengthy explanations of your business model or emotional appeals. Proofpoint’s team needs specific information to assess your request accurately and efficiently. Remember, their primary goal is to protect their customers from unwanted email (spam), so demonstrate that you are a legitimate sender taking steps to ensure good email practices.
For a comprehensive guide on communicating with ISPs for delisting, review our article on how to contact ISPs to get off email blacklists. The principles apply broadly to email security providers like Proofpoint.
Sample delisting request emailtext
Subject: Delisting Request - [Your Domain/Company Name] - IP [Your IP Address]
Dear Proofpoint Postmaster Team,
Our IP address [Your IP Address] appears to be impacted by a listing on your system, affecting email delivery to your customers. We kindly request more information regarding this listing and assistance with delisting.
Here are the relevant details:
Sending IP Address(es): [List all affected IP addresses, e.g., 192.0.2.1, 192.0.2.2]
Sending Domain(s): [List all affected domains, e.g., yourdomain.com]
Bounce Message (if available): [Paste the full bounce message, including headers]
Approximate Time/Date of First Block: [e.g., YYYY-MM-DD HH:MM UTC]
Our email sending practices adhere to industry best practices:
[Briefly describe your sending practices, e.g., "We send transactional emails to opted-in users.", "Our lists are regularly cleaned for invalid addresses."]
We have reviewed our logs and confirmed that our mail flow is legitimate and compliant. We are committed to maintaining a strong sender reputation and ensuring our emails are not perceived as spam.
Thank you for your time and assistance.
Sincerely,
[Your Name/Company Name]
[Your Contact Email]
[Your Website (Optional)]
Understanding Proofpoint's response and reputation
After submitting your request, it’s common not to receive an immediate or detailed response, especially if you are not a paying Proofpoint customer. However, this doesn't mean your request is being ignored. Proofpoint, like many large email security providers, handles a high volume of such requests, and their systems may automatically clear listings once the underlying issues are no longer detected.
Proofpoint's reputation system is dynamic and constantly assesses incoming mail. If your mail flow (email practices) changes or the reason for the initial listing (e.g., a spam trap hit) is no longer present, your IP's reputation score can improve, leading to automatic delisting. This explains why sometimes only a subset of IPs in a shared pool gets listed initially, as their individual reputations fluctuate. This dynamic nature means that proactively addressing the root cause is often more effective than simply requesting delisting. Learn more about reasons for recurring Proofpoint listings.
The key is to demonstrate that you are a legitimate sender and that your sending practices are compliant. This helps Proofpoint differentiate your traffic from that of a malicious sender. If you're experiencing persistent blocks, Proofpoint's official support guidelines may offer further insights, although they are primarily aimed at paying customers. Check the Proofpoint Support Guidelines for any publicly available resources or FAQs.
Effective communication
Technical focus: Provide specific IP addresses, sending domains, and full bounce messages.
Concise overview: Briefly explain your legitimate email sending practices relevant to the issue.
Professional tone: Maintain a calm and factual approach, even if frustrated.
Ineffective communication
Irrelevant details: Do not start with or include lengthy explanations of your business model.
Emotional appeals: Avoid expressing frustration or accusing Proofpoint of a vendetta.
Unverifiable claims: Do not make claims about your sending reputation without supporting data.
Proactive measures to prevent future listings
The best way to avoid future IP address listings (or blocklistings) is to implement robust email deliverability best practices. This includes maintaining a clean and engaged mailing list, ensuring proper email authentication (SPF, DKIM, DMARC), and monitoring your sender reputation proactively. Proofpoint’s systems are designed to protect their users from spam, so aligning your sending practices with anti-spam efforts is paramount.
For business-to-business (B2B) sends, IP warming is particularly crucial to establish a positive sending reputation from the outset, which can help prevent blocks by services like Proofpoint. Review our detailed guide on how to warm up your IP address for B2B email sends to mitigate future issues. Regularly checking your IP status and monitoring blocklists (or blacklists) is a good proactive measure.
Understanding how spam traps work and how they can affect your sender reputation is also key, especially since Proofpoint incorporates trap hits into their scoring. This knowledge empowers you to clean your lists and prevent inadvertently hitting these traps. Ultimately, a strong focus on deliverability and recipient engagement will yield the best long-term results.
Preventing future listings
List hygiene: Regularly clean your email lists to remove inactive or invalid addresses that could turn into spam traps.
Authentication: Ensure your SPF, DKIM, and DMARC records are correctly configured to prove your emails are legitimate.
Engagement monitoring: Monitor engagement metrics (opens, clicks) and segment out unengaged subscribers to reduce spam complaints.
Feedback loops: Sign up for ISP feedback loops to quickly identify and address spam complaints.
Views from the trenches
Best practices
Contact Proofpoint’s postmaster email for official delisting requests.
Clearly explain your email mail flow to help distinguish legitimate traffic from spam.
Always follow up on your delisting requests if you haven't received a response after a reasonable period.
Proactively monitor your IP addresses for listings on blocklists (or blacklists) to catch issues early.
Common pitfalls
Expecting an instant or automated response to delisting forms or emails.
Providing lengthy business model explanations instead of concise technical details.
Sending video explanations; deliverability teams do not have time to watch them.
Failing to understand that Proofpoint uses spam traps as part of its reputation scoring.
Expert tips
Utilize Proofpoint's dynamic reputation IP lookup tool if available to assess your status.
Be aware that only a subset of IPs in a shared pool might get listed, which is a common occurrence due to statistical variations or specific trap hits.
Focus on the technical aspects of your email sending and what measures you've taken to resolve issues.
Conduct thorough research on common deliverability challenges before reaching out for assistance.
Expert view
Expert from Email Geeks says the correct address for delisting requests is postmaster@proofpoint.com, and they typically do not send automated replies for valid reasons.
2023-08-29 - Email Geeks
Marketer view
Marketer from Email Geeks says they found it odd that only two out of their 15 IP addresses were listed, despite all handling the same traffic.
2023-08-29 - Email Geeks
Summary of key takeaways
Navigating IP address listing issues with Proofpoint requires a clear understanding of their processes and what information they need. While direct contact via postmaster@proofpoint.com is the most effective method, the key to successful delisting lies in providing concise, technical details about your email flow and demonstrating adherence to legitimate sending practices.
Even without a direct response or if you are not a paying customer, Proofpoint's dynamic reputation system may delist your IP once issues are no longer detected. Proactive measures, such as vigilant list hygiene, proper authentication, and continuous monitoring of your sender reputation, are your best defense against future blocks (or blacklists). By taking these steps, you reinforce your commitment to responsible sending and improve your overall deliverability, ensuring your messages reach their intended recipients.
Proofpoint bounce messages often explicitly state if the block is due to their system. Look for specific error codes or mentions of Proofpoint in the bounce text. If your emails are not bouncing but are still not being delivered, consult our guide on how to resolve email deliverability issues.
SendGrid, also consult our guide on why Proofpoint might be blocking SendGrid IPs.
