New Sophos Support Phone Numbers in Effect July 1st, 2023

This discussion has been locked.
You can no longer post new replies to this discussion. If you have a question you can start a new discussion

Self Service - Emergency Inbox

Just started using Sophos Self Service and I am at the Emergency inbox. I have a ton of emails from my external vendor,  I have hit Allow in the first conversation. It added the vendor to the allow list. I have waited over 24 hours and there is no incoming mail into my internal Outlook. That vendor and others are still stuck in the "Emergency Inbox", is there a second step somewhere as Sophos is obviously not releasing it even though it is flagged as "allow". 

Bruce Brothers

Rush Personnel


This thread was automatically locked due to age.
Parents Reply
  • Hello Bruce,

    Just to clarify, you are referring to this Sophos Self-Service? The one for Sophos' Email? 

    If so, I might have been confused about the Release, the release is only for emails in the Quarantine Email, and the email in the Emergency inbox, is retried to be sent after a time cycle automatically, I don't recall right now (but not more than 24hrs), it adds more time after each failed attempt. 

    If Sophos Email can't deliver the email, it will try for a period of up to 5  days. Emails however are stored for 14 days in the Emergency Inbox.


    Emmanuel (EmmoSophos)
    Technical Team Lead, Global Community Support
    Sophos Support VideosProduct Documentation  |  @SophosSupport  | Sign up for SMS Alerts
    If a post solves your question use the 'Verify Answer' link.
No Data