> For the complete documentation index, see [llms.txt](https://docs.material.security/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.material.security/learn-more/risk-areas/email-threats/support-settings.md).
# Get Support
## Have a False Positive or Missed True Positive?
First, ensure that you've **shared your issue with Material**.
Sharing an issue with Material notifies our internal teams and includes the issue messages and pertinent information. This process allows you to share feedback with us so we can continuously tune our detections.
If you don't share these issues, we won't see any of the data or information contained in them.
***
## How Material evaluates Email Threats
Material scans messages independently of Google Workspace and Microsoft 365.
An email appears in **Email Threats** when Material identifies it as a threat. Material's detection works independently of Google and Microsoft's own filtering.
An email can appear in **Email Threats** even if Google or Microsoft also flagged it.
Likewise, a message in your spam folder may not appear in **Email Threats** if Material assessed it differently.
***
## Share issues
When troubleshooting, you may be asked to send us the Issue ID. To copy this ID:
1. From an issue, click **All Actions** (or `⌘K`).
2. Click **Copy Issue ID**.
Copy Issue ID
To share the issue directly, click **Share Feedback** then describe what happened in the comment box.
**Share Feedback** sends your comments and the issue context to Material for review. Use it to report a false positive, a missed true positive, or other issue-specific feedback.
All actions > Give Feedback
You can also share messages in bulk. From the [Explorer](/getting-started/fundamentals/explore/message-search.md), select one or more messages, then from the bottom toolbar click **Share with Material**.
## FAQ
### When is **Share Feedback** available?
The **Share Feedback** button is available on email threat and other malicious message issues in the All Actions Menu (`⌘K`).
It's not available on:
* Material system notifications (alerts or speedbump notifications)
* Messages opened in **Explorer** without an associated issue. (To add the message to an issue, choose **Suspicious** from the risk type drop-down).
* Issues that are already in certain resolved states
### What if **Share with Material** isn't clickable?
Classify the issue as [malicious, spam or safe](/learn-more/risk-areas/email-threats/auto-respond/user-report-auto-classification.md) first.
### What happens after you submit feedback
When you click **Share Feedback** on an issue, Material's Threat Research team reviews the message and the indicators that led to its classification. Depending on what they find, they might:
* Push updated detection logic to your instance so similar messages are classified correctly going forward
* Confirm the original classification was correct, and share which indicators were involved
### When to contact support instead
Use **Share Feedback** to flag how Material classified a single message. Contact support instead when your request applies across your whole organization, not just one message, for example:
* Excluding specific senders, domains, or addresses from a detection (such as your own support or bulk-mail addresses)
* Adjusting the severity for a specific combination of indicators
* Understanding why a specific message received its classification
* A type of message keeps recurring with the same classification, and you want that changed going forward
---
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