You may not be able to find an email within your Sophos PureMessage quarantine if you have more than one email address (for example, and, and you are not logging in to the correct account in Sophos PureMessage. See the Email Spam Management information sheet for more information:

If you have released a quarantined message and can’t find it, please check the following:

  • Have you already released the message? You can only have a message released from quarantine once. If you delete or move a message and re-release it, it will not appear in your mailbox
  • Is the message in your Junk mailbox? Microsoft Outlook for example has its own spam detection and may send a released message to the Junk mailbox
  • Is the message in your inbox? When the released message is delivered it may appear in date/time order. You might need to scroll back to find it

If you have never received a blocked message you released from Sophos PureMessage quarantine, it might be because the attachment is too big. Please note that:

  • the University allows 30MB email messages but some departmental mail servers have a 10MB or 20MB limit. In these cases, the message is released but will never arrive in your mailbox
  • you must release the message from the digest summary within seven days of receiving the digest. Messages will be deleted after this period

If you are still having problems locating your released email, please contact AskOtago:

Tel +64 3 479 7000 or 0800 80 80 98

Last updated 06/12/2018 04.11 PM
Did this answer your question?