Email Reporting Process

If you're using GEN Email, GEN Mail filtering, or have received an email from a GEN customer, that is a concern, then please follow this simple reporting mechanism. 

Because we encrypt email at rest, and for remote customers we cannot access the raw email which is needed to investigate and construct filters and blocks, therefore, in order to proceed we need the email headers. 

Step 1 - Access Email Message Headers

Email headers contain important diagnostic information about a message's origin, route, and authenticity. Here’s how to find them in common email clients.

Outlook (Desktop App)

1. Double-click the email to open it in its own window.
2. Click on the File tab in the top-left corner.
3. Select Properties.
4. The headers are shown in the 'Internet headers' text box at the bottom of the window.

Outlook (Web / Office 365)

1. Open the email message.
2. Click the three dots (...) icon for 'More actions' at the top-right of the message.
3. Go to View > View message details.
4. The headers will be displayed in a new window.

Thunderbird / Betterbird

1. Open the email message.
2. From the menu bar, go to View > Message Source.
3. Alternatively, press the keyboard shortcut Ctrl+U (Windows/Linux) or Cmd+U (macOS).

Apple Mail (macOS)

1. Open the email message.
2. From the menu bar, go to View > Message > All Headers.
3. To see the complete raw source, select View > Message > Raw Source.

Gmail

1. Open the email message.
2. Click the three dots (...) icon next to the 'Reply' button in the top-right corner of the message.
3. Select Show original.

Canary Mail

1. Open the email message.
2. Click the 'More' button (three dots ...) in the toolbar.
3. Select Show Original.

Mailspring

1. Open the email message.
2. Click the three dots (...) menu in the top-right corner.
3. Select View Raw Message.

Yahoo Mail

1. Open the email message.
2. Click the three dots (...) 'More' menu above the message content.
3. Select View raw message.

Step 2 - Submit

Submissions are sent via email to a special address that consumes the email and performs an analysis on its content, supplying information back into the spam filters. 

1. Create a new email to abuse@gen.uk
2. In the subject enter "REPORT"
3. In the body, paste in the raw message that you accessed in step 1
4. Send. 

You do not need to submit multiple reports for the same email.