We have received a number of complaints from users who thought ChoiceMail was blocking mail from whitelisted senders. We have investigated each of these situations and in every case we have found that the problem is that the user’s Internet Service Provider (ISP) has implemented some form of spam-filter that is blocking legitimate mail. In particular, we have had complaints about Earthlink, which has its own challenge-response system that is much less sophisticated than the one in ChoiceMail.

ChoiceMail approves any message from a whitelisted sender. However, it can only process the mail it receives. If your ISP stops mail before it reaches ChoiceMail, there is nothing we can do.

If you believe you are having this problem, we recommend the following steps.

• Open ChoiceMail from the System Tray and check the Unknown Senders screen (the default screen when you open ChoiceMail) and the Junk Box to see if there is any mail you think ChoiceMail should have approved.

• If you do see any such mail, the sender is not on your whitelist. Highlight the sender with your mouse. Right-click and select Approve Sender(s)/Add to Whitelist. ChoiceMail will approve any future mail from this sender.

• If you do not see the email you expected in your Inbox, the Unknow Senders screen or the Junk Box, the message never reached your computer. We recommend that you disable any spam-filtering tools run by your ISP. You may be able to do this online, or you may have to contact the ISP. ChoiceMail is the only anti-spam protection you need. If you cannot disable your ISPs anti-spam tools, we recommend that you change to a different ISP that will let you do this.