Handle spam in Roundcube: Junk folder, whitelist and blacklist senders

cPanel email uses SpamAssassin to score every incoming message. Depending on the settings, likely spam is tagged, moved to a Spam folder or deleted. This guide shows mailbox users how to find misfiled mail in Roundcube and how to make sure trusted senders always get through and pests never do.

Before you start

• Log in to Roundcube at https://yourdomain.com:2096. See how to use Roundcube.
• Whitelists and blacklists are set in cPanel Spam Filters. If you only have a mailbox login, ask the account owner, or use the per-mailbox Spam Filters link in webmail where available.

Find mail that went to spam

1. In Roundcube, open the Spam folder (sometimes called Junk) in the folder list.
2. Sort by date and look for the missing message.
3. Select it and drag it to Inbox, or use More → Move to.
4. Check the subject: SpamAssassin may have added ***SPAM***. That tag stays on the moved copy; it is harmless.

If the message is not in Spam either, check Track Delivery to see whether it arrived at all.

Whitelist a sender (always allow)

1. In cPanel open Email → Spam Filters.
2. Click Edit Spam Whitelist Settings under Whitelist (Emails Always Allowed).
3. Click Add A New "whitelist_from" Item and enter an address, e.g. invoices@supplier.com, or a whole domain with a wildcard: *@supplier.com.
4. Click Update Whitelist (whitelist_from).

Blacklist a sender (always treat as spam)

1. On the Spam Filters page, click Edit Spam Blacklist Settings.
2. Add pest@example.net or *@spammy-domain.tld and click Update Blacklist (blacklist_from).

Blacklisted senders get a very high score and are treated as spam. To reject or delete specific senders outright, use email filters or Roundcube filters.

Adjust sensitivity

In Spam Filters, Spam Threshold Score decides how strict filtering is. The default of 5 suits most mailboxes. Lower values catch more spam but also more real mail. More options in configure SpamAssassin.

Tips against spam

• Do not reply to spam or click unsubscribe links in obvious spam; it confirms your address is active.
• Use a separate address or forwarder for sign-ups on websites.
• Publishing your address on your website attracts spam; use a contact form instead.

Troubleshooting

• Whitelisted mail still lands in Spam: the sender uses a different address than you listed (check the From header), or a filter moves it.
• No Spam folder: spam is only tagged, not moved. Enable Spam Box in cPanel Spam Filters.
• Spam folder fills the quota: empty it regularly; see fix a full mailbox.

Next steps

• Spam Filters in depth
• BoxTrapper challenge-response