Technical Tip: False Positive Handling (User-Initiated Process)

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Description	This article describes the procedure for handling false positive detections in emails flagged by FortiGuard AntiSpam. It outlines both the special handling process performed by AS representatives for certain users and the standard delisting method available to all users.
Scope	This information applies to customers using FortiMail with FortiGuard AntiSpam service. It is relevant to both representatives handling special cases and users performing self-service delisting via the FortiGuard AntiSpam portal.
Solution	False positive detections in emails are confirmed and delisted by AS representatives via ASportal, based on user-submitted reports. This process is a special arrangement available to selected users. A standard delisting method is also available, allowing requests to be submitted directly through the FortiGuard AntiSpam page: AntiSpam Service. Delisting Request Procedure: The reason why an email was flagged by FortiGuard AntiSpam can be identified by checking FortiMail logs. The delisting request can then be submitted through the FortiGuard AntiSpam page. On the search screen, enter the relevant information such as IP, URL, Email, or Hash as required.   Enter the required information on the request page:   Select 'Submit', and a 'Thank you' page will appear, indicating the request has been submitted:   A confirmation email will be sent within approximately one business day:   After receiving the email, perform the search again. The status will display as 'not on the blocklist', confirming that the item has been removed: Other: Hash.   URL: