Customers using Trend Micro Cloud App Security (CAS) may encounter false positives, where legitimate emails are moved to the Junk folder. This can be caused by CAS's heuristic solution, which may falsely detect certain email samples.

To resolve this issue, customers can submit sample emails to MTIP for analysis. If the result is normal, the solution and explanation will be provided by Trend Micro's Support team. 

If the issue is caused by CAS's heuristic solution, the solution to revoke the false positives will be applied and reflected on the latest AS Pattern available.