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Learn about email safety

Phishing, spoofing and spam are types of unwanted, and sometimes unsafe, emails. Often, the emails come from people pretending to be from your bank, for example. The sender may ask for personal information, such as credit card details. It's important to learn about these emails so you don't get caught out by a scam. Learn about the differences between phishing, spoofing, and spam emails. Find out what to do if you receive them.


  • Phishing emails are fake emails. They try to trick you into giving personal information, such as credit card details.
  • Emails often mention trusted companies to trick you into replying.
  • If you think you've received a phishing email, get in touch with the company the email appears to have come from. They'll be able to tell you if the email is genuine.

For Spark to look into phishing, send us an email with a copy of the suspicious email. Include the email header (see below) and send it to:


  • Spoofing is when someone forges an email to make it look like it has come from a specific email address.
  • If someone receives an email from you, but you didn't send it, then someone has spoofed your email address.
  • People who send spam or create computer viruses use spoofing.
  • If you receive an email that looks like it's from a generic Xtra or Spark email address, it may not have come from Spark. This includes emails that look like they're from:

Note: any genuine emails you receive from Spark will only ever include links to the Spark website. If you think you have received a suspicious email from us, please contact us. We will never ask you for passwords or account information by email.


  • Spam is when you get unwanted emails from someone you don't know.
  • Spammers may hide their identity to make them look like a person or company you trust.
  • They may try to get your personal information from you.

How to avoid spam

  • Don't reply to emails that you think may be spam.
  • Don't click on images, attachments or any links or hyperlinks within emails that could be spam.
  • Add spam email addresses to your email's blocked senders list.

To avoid getting spam in your inbox, you can flag spam. Flagging spam tells your email account to send this type of email to your spam inbox.

Flag spam in Webmail on a desktop or laptop

  1. Select the email/s you want to flag as spam
  2. Select the Mark as spam button, which looks like a circle with a diagonal line through the middle
  3. From your inbox, you can also drag and drop the email/s to the Spam folder on the left

Flag spam in Webmail on a mobile or tablet

  1. Select Edit in the top right of the inbox screen
  2. Select the checkbox next to the email/s you want to flag as spam
  3. Select the Move button at the bottom right, which looks like an arrow pointing into a box
  4. When the pop up appears, select Spam, then select Move

View an email header in Webmail

If you're wanting to trace where an email came from, and who sent it, you can check the email header. This is a good idea if you think you've received a spam email. Spark may ask you for email header information when you report suspicious emails.

  1. Select an email in your inbox.
  2. In the tool bar, select the Actions icon. This icon looks like three lines stacked on top of each other, and is next to Delete when you're in an email.
  3. Select View source. The source will appear in the View source window.
  4. You can also use the Actions icon in the detail view.

Note: The Context menu lets you select the source and copy it to the clipboard.

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