How do I release a message that's been quarantined?

If a message sent to your address was quarantined, under most circumstances you can release it without needing to submit a support ticket. To do so, start by logging in to your ProofPoint account. If you're not sure how to log in to ProofPoint, check out this article to learn how: Getting Started.


The email search interface

Once you're logged in, you'll be redirected to your email search page. You can also click Log Search from the right-hand menu to get back to this page. Here, you'll see the primary search interface:



  1. Type: This specifies whether the mail was coming in or being sent out. Most of the time, you can just leave this on Inbound Mail.

  2. Status: This will filter your results by their status, which can be helpful if you're looking for a specific type of blocked/quarantined email. However, it's usually safe to leave this on Quarantined.

  3. Date/Time: To narrow down your search, click the ? to select the most specific time range of the email you're looking for. You can go back up to 30 days at the maximum, and searches over a longer time range will take longer to complete.

  4. From: Put the sender's email here. This works with partial matches, so if you can't remember whether your buddy Matt is "matt@gmail.com" or "matt@yahoo.com", you can just enter "matt".

  5. To: If you have access to multiple accounts, you can specify the recipient here. Most of the time, you can just leave this blank since you'll be searching only your own mailbox.

  6. Subject: Enter the subject of the email you wish to find. This field also accepts partial matches, so you can enter the whole subject or just a fragment/keyword.


You can fill out as many or as few of the above fields as you like, making your search as broad or as narrow as necessary.


Actually releasing the email


Here's an example where John Doe searched for all emails with "sonic" in the name:



If John wanted to release this email to his inbox, he'd do the following:


  1. ✅ Check off the box to the right of the From column- this selects the email. You can select multiple emails by checking them off if you'd like to release them all at once.

  2. From the Actions dropdown, select Release from Quarantine

  3. Click APPLY.


The message will change from Quarantined to Queued, and will be delivered shortly thereafter.


If you're unsure about a particular message, you can click the eyeball icon under the Actions column to preview it.


A note on certain dangerous messages

Sometimes, you may be unable to release a message from quarantine because ProofPoint has judged it to be very risky. If that's the case, please reach out to care@osmosis.net with as much information about the email as possible (sender, time/date, subject) and we'll look into it.