Reporting Spam Messages

Help! I received a spam message!

Your first reaction when you receive spam might be to blacklist the sender but in order to reliably block similar messages, the best course to take is to report those messages to our Rules Engineering team. Getting us these samples gives us all the information we need to adjust our filters to correct the situation.

It is imperative for our team to receive the original email with the headers so that we can diagnose what happened and test our fix.

In order to optimize throughput, our rules engineers do not generally respond to spam samples that have been reported to us. If you want an analysis for a specific spam sample, please contact our technical team.

Reporting spam with Microsoft Outlook Reporting spam with other mail clients
Reporting spam with Office 365

Reporting spam with Microsoft Outlook

Users of Microsoft Outlook can download a plugin that will enable them to report false negatives to us with a single click. This plugin installs a button in Microsoft Outlook that allows you to automatically report undetected spam messages to the right email address with all the information required for analysis.

There are two versions of the Outlook plugin: Version A for single user computers and the Citrix Version for multi-user computer stations or stations in a Citrix environment.

Single User Computer

Select the appropriate installer according to your version of Outlook:

For Outlook 2010 to 2016 (32 or 64 bits) Outlook 2010-2016
For Outlook 2000 to 2007 Outlook 2000-2007

Please note: in order to install this plug-in, you need to have administrative privileges on the workstation. 

  • Close Outlook before starting the installation.
  • Once the download is complete, select the language and click on “Next”. Choose the location (recommended: “Program Files”) and click on “Install”.
  • Once the installation is over, a button should appear at the top right of Outlook’s toolbar/ribbon. If the button does not appear, restart Outlook.
  • From there on, all you will need to do to report a false negative to is to select a spam message and click on the plugin button.

For Outlook 2000-2007: please note that you can only report one message at a time. If you select several messages before clicking on the plugin, your messages will not be sent.

Multi-User or Citrix Computers

For Outlook 2010 to 2016 (32 or 64 bit) Citrix Version - Outlook 2010-2016
  • Once the download is complete, open the command prompt as an administrator. Note that for installation on a single Citrix station, you must be an administrator authorized to modify that station. For installation on all stations in a Citrix environment, you must be an authorized Citrix administrator.
  • Next, enter the following command into the prompt: msiexec /i zerospamSetupPM.msi FEDERALREPORTING=TRUE/FALSE
  • The installation will proceed silently for all user workstations. The Plugin will then be available for all users.

The “FEDERALREPORTING” variable must be set to either TRUE or FALSE. This will determine whether reported messages will also be forwarded to the CRTC in accordance with the CASL. If this option isn't set on installation, the user will be prompted for a choice upon first running the plugin. This choice can also be changed at a later time from the plugin's settings.

Reporting spam with other mail clients

When using other email clients, forward spam messages as .eml attachments to Make sure to use the correct address as other addresses are filtered and will likely reject the email as a result. All reported messages are individually analyzed and information gathered from these analyses is integrated into our processes, thus improving filtering accuracy. In order for spam messages to be properly analyzed, they must be ideally be sent as attachments. This way, our technicians will have the original message along with all information contained in its transmission headers.

Here is how you should proceed depending on the email provider you use:

Microsoft Outlook Express Right-click the message you want to report, and select Forward as attachment from the menu that appears.
Mozilla Thunderbird Select the message you want to report. Then, in the Message menu, under Forward as select Attachment.
Apple Mail for Mac OS X In the View menu, click on Message, and select Show full headers. You can then use the forward function as usual.
Microsoft Entourage (Office for Mac) Open the spam message by double-clicking it. In the View menu, select Source or Internet headers and copy the entire contents into a new email.

Reporting spam with Office 365

If you are using Office 365 to manage your users, we provide an Office Web Add-In to make deployment dead simple across your organization.

Access Settings → Services and Addins in your Office 365 Admin Portal.

Click on " Deploy Add-in".


Choose to provide a custom URL to a manifest file and enter the following URL:


Decide whether the deploy the Add-In for all users or a just a subset and then click on " Deploy Now".

Be aware that it can take up to 12 hours for the add-in to deploy across your whole organization.