Web Mail PortalFor: Everyone with a mailbox4 min readUpdated
Why was my mail held? Reasons and what to do
A plain-language guide to the reasons a message waits in quarantine and the safe action for each.
Find the reason
Open the message in Quarantine. The line Held because gives the reason.
Match it to the table
Use the table below to decide what to do. When in doubt, ask the sender through another channel, such as a phone call, before you release anything.
Reasons and actions
| Reason | What it means | What to do |
|---|---|---|
| Spam | Looks like unwanted bulk mail | Leave it, or release if you know the sender |
| Dangerous attachment | A file could contain malware | Do not open. Ask your administrator |
| Impersonation / BEC | Pretends to be a colleague or supplier | Confirm by phone before acting on payment requests |
| Failed authentication | The sender’s domain did not prove it sent the mail | Treat as forged unless confirmed |
| Rule | An organisation rule held it | Ask your administrator |
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