Google Workspace email identified as SPAM when sent from browser

[Velvis]

A new client reached out because her outgoing mail is marked as spam. I was told she had used it for marketing purposes so I assumed it got blacklisted. But upon clarification the outgoing emails only get marked as spam if she sends from the gmail webmail interface. If she sends from her phone or the Mac mail client they are delivered properly.

Has anyone else ever seen this type of behavior?

 

[britechguy]

No. What happens if she uses Gmail in a browser other than her usual one? That's the first check.

But she should tell those she corresponds with to whitelist her address anyway as well.

 

[Velvis]

No. What happens if she uses Gmail in a browser other than her usual one? That's the first check.

But she should tell those she corresponds with to whitelist her address anyway as well.

Do you mean if she uses gmail with a personal account and sends out do they also get marked as spam?

 

[Markverhyden]

If it's just the web client I'd check for browser plugin's. Disallow all. Also try a new private window.

 

[britechguy]

Do you mean if she uses gmail with a personal account and sends out do they also get marked as spam?

No, I mean that for whatever address she's using, if she normally accesses Gmail webmail using, say, MS-Edge, then she should try using Gmail webmail under Firefox to determine whether her chosen browser is involved in any way.

I don't doubt what you've reported, but in theory it should not matter what device is used, and whether via an email client/app or webmail, a Gmail message is sent from. Spam trapping is virtually never device dependent, but normally address dependent (among other possible factors). The same Gmail address not having messages spam trapped when sending from a phone versus webmail is most peculiar, to put it mildly.

 

[timeshifter]

Have her send you a test message from all three sources. Then compare the headers. You could paste them into ChatGPT and tell it to tell you what's different.

Does she have SPF and DKIM set up?