White List being ignored

[#1]

I just checked the spam folder and found that an email from a white listed user in it.
Is this a one off glitch or is there a problem

[#2]

Hi Jim,
It's probably worth asking the user to send again to see if it is a one off, though we've not heard any other reports at the moment.

[#3]

OK I will watch for another one - as it was from Crocus I can't ask them to send it again.