Frequently Asked Questions

What is the maximum email message size that AOL members can accept from the Internet?

  • The largest piece of email that an AOL member can accept from or send is 25 megabytes. This includes the message text, headers and the attachment. This size cannot be configured by the member, or adjusted by the Postmaster team.

I’m getting harassed or spammed by an AOL member. To whom can I report the problem?

  • In the event of harassment that requires intervention by law enforcement, please contact AOL Legal.

  • You can forward reports of email abuse involving AOL member accounts to

  • Reports of Usenet, IRC, Internet security issues (denial of services attacks, hacking, mailbombs, etc.) should be sent to

    • When reporting junk, abusive or unwanted email from AOL members, please forward the full text of the message along with the full header information. Lacking the header information, we cannot determine the actual source of the email.

Why was my Whitelist request denied?

We deny Whitelist requests for the following reasons. Note: Please check the response to your Whitelist request for the exact reason your request was denied.

  • Request fails IP ownership test.
  • IP has high spam complaint ratio or a poor reputation at our end.
  • IP is blocked with RTR:BL error code.
  • IP/domain is not trusted and we do not see a previous mailing history.

My mail is going to the Spam folder. How do I make it go to the Inbox?

  • Mail can be redirected to the Spam folder for various reasons. A combination of poor reputation and high complaints can cause mail to be directed to the Spam folder.

    We usually do not spam folder mail only for poor reputation. It can be a combination of reputation with other poor mailing characteristics like:

    • Obfuscation of URL’s in body of mail
    • IP’s which do not have a FQDN in their rDNS
    • Poor domain reputation
    • Not RFC compliant
  • We also recommend that you adhere to our Technical requirements for sending mail.

Why do I not see the reporting email address in my FBL report?

  • Due to our member privacy policy, we redact all email addresses from the email header. We suggest using opaque identifiers for the email recipient or a custom remove link in the body of the email to help you identify the original recipient of the message.

How do I forward mail through your servers?

Segregate your forwarding IP addresses

  • If possible, send forwarded mail from different IP's than your normal mail. This will allow us to determine which mail is typical mail and which is forwarded.

  • Open a support request to let us know which servers will be forwarding mail. Please include the IP addresses and any error messages in the request.

    • If you’re an AOL member having trouble getting mail forwarded to you, please make sure the sender's email address is in your address book or Contact list. If that does not solve the problem, have the person or system that is trying to email you send an email to and open a support request with the result.

X-Spam-Flag: Yes

  • Implement your normal anti-spam measures on any mail being forwarded. If you detect the mail as spam you can add the above header line and we can deposit that mail in the AOL member’s Spam folder. If the AOL member has built a relationship with the sender, the mail will be deposited into the Inbox and NOT the Spam folder. Note: The flag must be printed exactly as it is above, and no other information can be added to the line.

Set up a Feedback Loop

  • The Feedback Loop can help determine if your anti-spam measures are working. It can also give you insight as to which customers may need to be educated concerning the forwarding process: for the most part AOL associates the connecting IP with the mail being delivered. This can cause a problem when an AOL member marks your message as spam, as they are not reporting the actual origin of the email. Explaining this to your users can help diminish the problem.


  • Include the MTA IP that connected to your network in this header. You must strip applicable X headers when the mail comes in for this information to be accurate. This increases our ability to look through the headers of the email to determine what the originating IP is and act on it appropriately.