In the following, we have listed replies to the most frequently asked questions.

Why is there a delay in delivering my emails?

Since email is an asynchronous medium, we and all other providers cannot guarantee prompt delivery. However, we do have a large team of specialists who work on ensuring trouble-free email correspondence.

Why are my emails being identified as spam?

The mail.com spam filter systems comprise a number of different IP-based and content-based filter modules. Nevertheless, an email can be incorrectly identified as spam. Please send us the extended header for any email of this kind.

How can I ensure that my emails are not identified as spam?

Please observe our recommendations under Best practices.

How can I get on the mail.com allowlist?

mail.com does not offer this service. Please observe our recommendations under Best practices. If you observe these recommendations, allowlisting is unnecessary.

Does mail.com use greylisting?

In case of unmistakable characteristics that indicate a spamming server, we delay any emails sent from a specific IP address, or reject them completely. Please observe our recommendations under Best practices in this respect.

Why are connections between my server and the mail.com systems being refused?

Please check if your email server's IP address is listed on an established RBL list. You can check this here. Please contact the list operator directly in such a case.

Additionally, check your server logfiles as of the first occurrence of any error.

Check whether you comply with the standards defined by the RFCs and please take note of our Email policy.

Why are emails rendered differently at mail.com than in an email program?

Active elements in an email, such as JavaScript, are disabled for security reasons when rendering emails in mailboxes. If this email is retrieved using an email program, the transmission is effected without any modification by mail.com.

I am a mail.com user and cannot send mails to other e-mail providers

The cause for a sending failure of an e-mail may be the blocklisting of the recipient system. In that case you will be informed by a return e-mail (bouncer). This mail contains information as to why your message failed to send and what can be done about it. Through this form you can report such blocks. Mails that could not be sent due to a crowded inbox or an erroneous configuration are not part of the blocklisting category.

I have received a phishing mail that links to a server hosted by mail.com

Phishing mails and faked websites that are hosted on the WEB.DE, GMX or mail.com infrastructure, or sent out using this infrastructure, can be reported through this form.

I am a mail.com user and have received a phishing mail that asks me to enter my mail.com credentials

Our employees will never ask you for your credentials, especially your password. Phishing mails that pretend to be from WEB.DE, GMX or mail.com can be reported through this form.

I am a mail.com user and my question wasn't listed. How can I contact mail.com?

If you have questions about your mailbox, refer to the mail.com Help.


  1. An RBL list collects IP addresses. The list can be used to decide before establishing a connection if specific email senders are allowed to deliver to the receiving system, and to evaluate the spam probability with which emails are tagged. There are various types of lists of this kind. Some include IP addresses from which the owner is not prepared to receive and to which they are not prepared to send emails. Other lists include IP addresses which are known to be responsible for sending spam mail.
  2. RFC: Indicates documents that describe the technical or organizational guidelines for the internet.
  3. Phishing emails attempt to capture the personal data of user. A user is typically asked to enter their credentials for a mailbox, credit card information, credentials and transaction numbers for an online bank account etc. To allow this to happen, the phisher spoofs emails to give the victim the impression they are talking to a trustworthy company.