Unblock IP addresses (SPAM and HACK)

Overview 
 We register and operate public IP ranges for customer services. When an address sends mail or traffic that looks like  spam ,  bulk abuse , or  compromised-system behaviour , blocklists and peers can flag  our whole network , not just one server. 
 So we run  automatic protections  and sometimes  restrict outgoing mail (for example, blocking  SMTP on port 25  from that address) until the problem is understood and fixed. That protects you, our other customers, and deliverability for everyone on our platform. 
 SPAM -type blocks  usually mean our filters saw  messages leaving your server  that scored like junk: content, volume, bad list hygiene, weak authentication, or a  compromised  mailbox/script relaying mail you did not intend. 
 HACK -type blocks  mean the traffic pattern looks like  abuse from a broken or attacked machine : malware, open relay abuse, scanning, brute-force egress, or similar — not “we didn’t like your newsletter wording” alone. 
 Before you click “Unblock” 
 Unblocking is  not  a reset button. If the cause is still there, you will often be  blocked again , sometimes  longer  or with  stricter  review. 
 
 If this were flagged as SPAM 
 
 Stop mail leaving that server  — stop or disable the MTA (Postfix, Exim, Sendmail, etc.) until you know what happened. 
 Drain the queue — inspect and clear stuck mail so nothing fires out the moment you lift the restriction. 
 Trace the Message-ID  (from our alert email, if we sent one) in your logs to see  which  messages triggered the block. 
 Fix the cause — compromised account, misconfigured site form, newsletter tool without unsubscribe, open relay, weak authentication, missing PTRs, etc. 
 Only then,  use  Unblock SPAM  in the NOC. 
 
 If this were flagged as security abuse 
 
 Stop the abusive activity  — isolate the host if needed. 
 Patch, rotate passwords/API keys, remove malware , close exposed services, and review firewall rules. 
 Only then  use  Unblock HACK (or the equivalent security unblock action) in the NOC. 
 
 Unblock in the NOC (IP Address Management) 
 
 Sign in to the NOC and open  IP Address Management . 
 Find the IPv4 (search, filters, or quick search). 
 Expand the row. 
 Choose  Unblock SPAM  or  Unblock HACK  as appropriate. 
 Wait a few minutes; network changes are not always instant. 
 
 You can only unblock addresses that  belong to your account . If a button is missing or the request fails, the IP may not be in your inventory, or the block type may require a support ticket with evidence of remediation. 
 What you should do so you don’t get blocked again 
 Mail authentication & identity 
 
 Set correct  SPF ,  DKIM , and  DMARC for the domains you send from. 
 Set  PTR (reverse DNS)  to a hostname that  matches  forward DNS (A/AAAA) for the same IP — see your PTR guide. 
 Prefer authenticated submission ( 587  /  465 )** with real credentials**, not anonymous relay paths. 
 
 Content & sending behaviour  (why “legitimate” mail still trips filters) 
 
 Avoid spammy patterns:  all caps  subjects, heavy  promo  language,  many links  vs little real text, embedded scripts, “too good to be true” offers. 
 For any bulk or marketing mail:  clear From , honest  Subject , and a working  unsubscribe  for people who didn’t ask or changed their mind. 
 Warm up new IPs and don’t blast cold lists from a fresh server. 
 
 Volume & operations 
 
 Very high outbound volume: use  dedicated sending IPs , keep  abuse@  (or similar) monitored on that domain/range, and don’t mix many unrelated brands on one sending identity unless you know the risk. 
 
 After you unblock 
 
 Send a  small test  and check headers and blocklist/diagnostic tools. 
 If you’re blocked again quickly, assume remediation was incomplete —  do not unblock in a loop without fixing logs and queue first. 
 
 If you think it’s a mistake 
 If you’re sure the traffic was legitimate and authentication and content follow normal standards, open a  support ticket  with: 
 
 The  IP 
 Approximate time  of the block 
 Sample message headers  (or Message-ID from our alert) for the mail we classed as problematic 
 
 We’ll review whether it was a  false positive and what to adjust.