Email issues with Proofpoint

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1

I’m not sure anyone can help or advise, but here’s my situation.

I created an app for a client on a Business Plan. The users in the company all have company emails using Microsoft 365 and additionally everything gets routed through Proofpoint for phishing and spam protection.
Recently everything sent from the app (Magic Links, Password Resets, comment notifications) is being blocked. I’m only concerned with that app but I’ve done some testing with two test apps and they get blocked as well.

I think I’m past the finger pointing stage with them, and I’ve got them to whitelabel the app, but now I’m being told that whitelabeling only works for spam and it’s being treated by the Phishing algorithms as 99 per cent certainty of a phishing attack. The head of IT at the client tells me that they have no control of the phishing side. I understand it’s dependent on ai, but I can’t believe Proofpoint would not give their clients any access to make exceptions. On the other hand their guides only say how to control the spam side. I don’t want to believe it, but it appears that the ai has decided that noloco is running phishing attacks.

Has anyone experienced anything like this? Thanks for any advice.

2

In case anyone comes across this in a search. Proofpoint began filtering all incoming emails with links due to an issue with their algorithm on February 10. https://www.proofpoint.com/us/security/update It appears that this was the root of the problem with my client’s users being unable to receive the magic links and other messages with links. While they’ve corrected the problem it looks like their clients also have to take some steps to clean up any false positives on their end, so in my case any incoming emails with a link of any type to noloco are still getting blocked. Hopefully no one else has been impacted, but with the size of Proofpoint’s client base I’m surprised.