A user has has added an address to the spam whitelist (or blacklist) in their cPanel MailScanner settings but it is not working. What's wrong?

1. Check the ruleset files (usr/mailscanner/etc/rules/spam.whitelist.rules or spam.blacklist.rules) to see if the whitelisted or blacklisted email address is actually is listed correctly for the domain. It should have a format like this:

To: *@mydomain.com and From: someone@otherdomain.com   yes
To: *@mydomain.com and From: *@otherdomain.com    yes

2. Check the email in question to ensure that it actually was sent from the whitelisted address to the domain in question. The From header is not always accurate. Check the envelope-from header as well.

Note that whitelisting only works for spam scanning, not file attachment checks or virus checks.