Ask HN: Proofpoint is blocking our emails. Any recourse?

#1

Post by internet1776 » Fri, Nov 01, 2024, 8:14 PM UTC

We have a valid email domain that is battletested and used for sending out notifications, invoices, upgrade notices to customers. Our emails goes through all systems and ESP such as Google, Outlook, Proton etc.

However, anytime a customer uses proofpoint they block our emails. I have asked for whitelisting but no reply from them for months. We have SPF, DKIM, DMARC records set. This domain is 2 year old. We run our own email infrastructure – probably only sin we committed so far.

It seems that these companies - Proofpoint, Microsoft, Google - make arbitrary and undisclosed rules for email delivery. Why can't FTC go after these companies and fine them. Microsoft is one of the worst offender. Unless you are a customer of Microsoft and use one of their system, you will face delivery problems.

Either way, does anyone know what can we do for getting past Proofpoint block?

Re: Ask HN: Proofpoint is blocking our emails. Any recourse?

#2

Post by zdware » Fri, Nov 01, 2024, 9:38 PM UTC

I worked at a company that used Proofpoint. Often had to reach out to get emails out of quarantine, etc.

Have you tried contacting the customer and asking them to have their IT team allowlist you?

Had similar issues with Yahoo/AOL.

Re: Ask HN: Proofpoint is blocking our emails. Any recourse?

#3

Post by zblevins » Fri, Nov 01, 2024, 9:38 PM UTC

This happened to me last year. I had to email the CEO and threaten legal action. Let me know if you need any help I’d be happy to.

Re: Ask HN: Proofpoint is blocking our emails. Any recourse?

#4

Post by QuadmasterXLII » Fri, Nov 01, 2024, 10:37 PM UTC

What is an upgrade notice?

Re: Ask HN: Proofpoint is blocking our emails. Any recourse?

#5

Post by internet1776 » Fri, Nov 01, 2024, 10:47 PM UTC

QuadmasterXLII wrote: post #4

What is an upgrade notice?

We have certain plans that offer no-charge for customers for first 30 days with CC data on file maintained by Stripe. We send notice to them that their credit card about to be charged a monthly subscription fee. They have option to terminate the service if they wish.

Re: Ask HN: Proofpoint is blocking our emails. Any recourse?

#6

Post by internet1776 » Fri, Nov 01, 2024, 10:49 PM UTC

zblevins wrote: post #3

This happened to me last year. I had to email the CEO and threaten legal action. Let me know if you need any help I’d be happy to.

I would love to chat. Do you a preferred mechanism for reaching out? Let me know your email or twitter or LinkedIn or anything else that you prefer.

Re: Ask HN: Proofpoint is blocking our emails. Any recourse?

#7

Post by internet1776 » Fri, Nov 01, 2024, 10:51 PM UTC

zdware wrote: post #2

I worked at a company that used Proofpoint. Often had to reach out to get emails out of quarantine, etc. Have you tried contacting the customer and asking them to have their IT team allowlist you? Had similar issues with Yahoo/AOL.

Customer service do not entertain us because we are not Proofpoint active customer. Only way to get in touch with us is a dynamic URL generated by them for our IP address. We filled it out immediately about two month ago but they did not respond. It seems like a black hole.

Re: Ask HN: Proofpoint is blocking our emails. Any recourse?

#8

Post by stevenicr » Fri, Nov 01, 2024, 11:22 PM UTC

I've run into similar recently with delivering to our own company's email boxes from our own server - company uses office365 / msoft business(?)

after jumping into dkim spf and all that, I can get delivered from our server to gmail.. but not to the company outlook boxes.. tried to get [third party corporate IT] to whitelist the ip or domain - they cant find receive attempts in logs..

back and forth, showing screenshots with timestamps, paying stupid money per hour to [NotNaming].. get told that well their msoft thing depends on AWS as a middle man and it is hardcore about spam stuff and if that's the problem it will take a ton of 3 team digging?

Giving up - now trying to find a way to have the server send an email to gmail and then forwarding to company's office365 - maybe, I dunno yet.

Re: Ask HN: Proofpoint is blocking our emails. Any recourse?

#9

Post by internet1776 » Fri, Nov 01, 2024, 11:57 PM UTC

stevenicr wrote: post #8

I've run into similar recently with delivering to our own company's email boxes from our own server - company uses office365 / msoft business(?) after jumping into dkim spf and all that, I can get delivered from our server to gmail.. but not to the company outlook boxes.. tried to get [third party corporate IT] to whitelist the ip or domain - they cant find receive attempts in logs.. back and forth, showing screensho…

Regulators need to do their job well instead of turning blind eye. Email is critical infra. for communication. These top players can't have monopolies on all communication.

Re: Ask HN: Proofpoint is blocking our emails. Any recourse?

#10

Post by brudgers » Sat, Nov 02, 2024, 1:30 AM UTC

We have a valid email domain that is battletested

If it is blocked by your clients’ infrastructure, it is not passing the test.

Unless this is a hill you want your business to die upon, finding another email service might be a better option. Changing your business practices is probably within your control. Changing another business’s business practices probably is not.

Good luck.