How to Find and Request the Release of Quarantined Emails

Applies to: Microsoft 365, Outlook, Google Workspace, Gmail, and Organizations Protected by TSN Cyber Email Security
Difficulty: Beginner
Estimated Time: 5–10 minutes

Overview

TSN Cyber Email Security helps protect your business from phishing, spam, malicious attachments, impersonation attempts, and other email-based threats.

As part of this protection, certain incoming messages may be placed into quarantine instead of being delivered directly to your Inbox.

Quarantine is a secure holding area where messages identified as potentially unsafe can be reviewed before delivery.

Occasionally, a legitimate business email may be quarantined by mistake. This is known as a false positive.

This guide explains how to identify quarantined messages, review email security notifications, request the release of legitimate emails, and determine when to contact True Synergy Networks.

Before You Begin:

  • Have access to your organization’s email account.
  • Know the sender’s email address, if available.
  • Know the approximate date and time the missing email was sent.
  • Use your organization’s approved email security portal or notification.
  • Confirm that you are authorized to request access to the message.

Important: Not all quarantined emails are safe. Never request the release of a message solely because it appears important or urgent.

Understanding Email Quarantine

Email quarantine is a protective feature that holds certain messages outside your normal Inbox.

An email may be quarantined because the security system identifies:

  • Spam or unwanted advertising.
  • Suspicious links.
  • Potentially malicious attachments.
  • Phishing attempts.
  • Sender impersonation.
  • Unusual email authentication results.
  • Other characteristics associated with email threats.

Example

A vendor sends your company an invoice.

The email security system identifies an unusual attachment or suspicious message characteristic.

Instead of delivering the message directly to your Inbox, the system places it into quarantine.

If the message is legitimate, an authorized reviewer may be able to release it.

Important: A familiar sender address does not guarantee that a message is safe. Legitimate email accounts can be compromised.

Understanding TSN Cyber Email Security

TSN Cyber Email Security uses Trustifi technology to help identify and manage email threats.

Depending on your organization’s configuration, incoming emails may be:

  • Delivered normally.
  • Delivered with a security warning.
  • Categorized as suspicious.
  • Quarantined for review.
  • Blocked or otherwise restricted.

Your organization may also receive notifications about quarantined messages.

Note: Your company’s security policies determine which notifications and self-service actions are available.

By default, regular Trustifi users do not have permission to release their own quarantined emails. Authorized reviewers or administrators typically handle release decisions.

Step 1: Check Your Inbox and Other Email Folders

Before assuming that an email was quarantined, check whether it was delivered somewhere else.

Microsoft Outlook

  1. Open Microsoft Outlook.
  2. Select your work mailbox.
  3. Check the Inbox.
  4. Review Junk Email.
  5. Check Deleted Items, if appropriate.
  6. Search for the sender’s email address or subject.

If your mailbox uses Focused Inbox, check both Focused and Other.

Gmail

  1. Open Gmail using your work account.
  2. Check Inbox.
  3. Review Spam.
  4. Check Trash, if appropriate.
  5. Search for the sender or subject.

Important: Your email application’s Junk or Spam folder is not necessarily the same as the TSN Cyber email security quarantine.

A message blocked before mailbox delivery may not appear in Outlook or Gmail at all.

Step 2: Check for a Quarantine Notification

Depending on your organization’s configuration, you may receive an email notification when messages are quarantined.

The notification may include:

  • The original sender.
  • The recipient’s email address.
  • The email subject.
  • The date or time.
  • A detected threat category.
  • A link to review email activity.
  • An option to request release, if enabled.

Locate the Notification

  1. Open your approved email application.
  2. Search for email security or quarantine notifications from your organization’s authorized provider.
  3. Open a notification you recognize.
  4. Review the information displayed.

Important: Cybercriminals can imitate quarantine notification emails. Confirm that the notification is legitimate before following any links.

If you are uncertain, contact True Synergy Networks using an established support channel.

Step 3: Review the Quarantined Message Details

If your quarantine notification allows you to review message information:

  1. Locate the email you were expecting.
  2. Review the sender’s full email address.
  3. Check the subject line.
  4. Confirm the approximate date and time.
  5. Review the security classification or warning.

Important: Do not assume a message is legitimate just because the subject, company logo, or sender name looks familiar.

If the message involves payments, account credentials, or an unexpected attachment, verify the request independently before requesting release.

Step 4: Open Your Personal Email Activity Page

Some organizations allow employees to view their own quarantined email information through the Trustifi portal.

Access the Portal

  1. Open your organization’s approved TSN Cyber Email Security portal or a verified quarantine notification.
  2. Sign in using your assigned account.
  3. Complete any required authentication.
  4. Open the available inbound email activity or quarantine area.

Depending on your account, this may be labeled:

Inbound Management → Email Activity

Review Your Messages

  1. Locate the list of detected or quarantined messages.
  2. Search or filter for the expected sender, subject, or date if those options are available.
  3. Select the relevant email.
  4. Review the permitted message details.

Note: Regular users can have access to their own quarantine records, but access to message contents and available actions depends on the organization’s settings.

If you cannot access this page, use your approved quarantine notification or contact True Synergy Networks.

Step 5: Understand Quarantine Categories

TSN Cyber Email Security may categorize detected messages based on their characteristics.

CategoryGeneral Meaning
SpamUnwanted or unsolicited messages
GraymailBulk or promotional email that may be legitimate but unwanted
SuspiciousEmail with potentially unsafe characteristics
MaliciousEmail identified as containing or representing a significant threat
ExternalEmail classified under the organization’s external message rules
SafeEmail classified as safe under the applicable analysis or policy

Important: Categories reflect security system analysis and policy settings. They are not guarantees that a message is safe or unsafe.

A message classified as malicious should not be released without appropriate security review.

Step 6: Request the Release of a Legitimate Email

If a message is quarantined but you believe it is legitimate, your organization may allow you to request its release.

Option 1: Use a Release Request Feature

If your notification or personal Email Activity page includes a Request Release option:

  1. Locate the correct quarantined message.
  2. Verify the sender and subject.
  3. Select the available release request action.
  4. Review any confirmation.
  5. Submit the request.

The request may be sent to an authorized email security reviewer.

Important: Requesting release is not the same as releasing the email. The message may remain in quarantine until an authorized reviewer approves it.

Option 2: Contact True Synergy Networks

If no release request option is available:

  1. Contact True Synergy Networks through your approved support channel.
  2. Explain that an expected message may have been quarantined.
  3. Provide the sender’s email address.
  4. Provide your recipient email address.
  5. Include the approximate date and time.
  6. Include the subject if known.
  7. Explain why you believe the email is legitimate.

TSN can review the available security information and determine whether releasing the message is appropriate.

Important: Do not send your mailbox password, authentication codes, or other credentials with the request.

Step 7: Wait for the Security Review

After requesting a release, an authorized reviewer may inspect information such as:

  • Sender details.
  • Email authentication.
  • Threat classifications.
  • Attachment risk.
  • Links contained in the message.
  • Impersonation indicators.
  • Other available security analysis.

The reviewer may approve or reject the release depending on the findings.

Important: Not every message can or should be released. Emails containing malicious content may need to remain blocked even when the sender appears legitimate.

Step 8: Locate a Released Email

When an authorized reviewer releases a message, the email may be delivered to your mailbox.

Microsoft Outlook

  1. Open Outlook.
  2. Check your Inbox.
  3. Search for the sender.
  4. Search for the subject line.
  5. Review other folders if necessary.

Gmail

  1. Open Gmail.
  2. Check your Inbox.
  3. Search for the sender or subject.
  4. Review Spam or other relevant labels if necessary.

Note: Delivery after release may take a short period.

If the message does not appear, contact True Synergy Networks.

Important: A released message should still be treated cautiously. If its content asks for an unusual or sensitive action, verify the request independently.

Step 9: Understand Quarantine Release Status

Depending on the available portal view, a quarantined message may display a status.

Quarantined

The message is being held and has not been released.

Pending Release

A release action has been initiated, but processing has not finished.

Released

The security system has completed the release action.

Note: A status of Released does not necessarily mean that the message will appear immediately at the top of your Inbox.

You may need to search by sender, subject, or date.

If the message remains missing, contact True Synergy Networks.

Understanding Why a Legitimate Email May Be Quarantined

Even legitimate messages can trigger security controls.

Possible reasons include:

  • Misconfigured sender email authentication.
  • Unusual links or attachments.
  • A previously unknown sender.
  • Suspicious content patterns.
  • Unexpected sender impersonation characteristics.
  • Organization-specific security rules.

Example

A vendor sends a legitimate invoice from a newly configured email service.

If the vendor’s email authentication is not configured correctly, the message may appear suspicious.

Important: The sender’s IT team may need to correct its own email configuration.

Repeatedly releasing messages does not necessarily resolve the underlying issue.

What to Do When a Sender’s Emails Are Repeatedly Quarantined

If messages from the same legitimate sender are frequently quarantined:

  1. Record the sender’s complete email address.
  2. Note several affected dates and subjects.
  3. Confirm that the messages are expected.
  4. Contact True Synergy Networks.
  5. Explain that the issue is recurring.

TSN can review the security analysis and determine whether a configuration change or sender-side correction is appropriate.

Important: Do not request blanket allowlisting without security review.

Allowlisting can reduce protection against malicious messages that impersonate or originate from a trusted sender.

Understanding Trusted Senders

Some email security systems support sender trust settings.

These settings may reduce the likelihood of legitimate messages being classified as spam or graymail.

However, trusting a sender is not the same as declaring every future message from that address safe.

An attacker may compromise an otherwise legitimate sender’s account.

Important: Sender trust and allowlisting decisions are managed by authorized security personnel.

Contact True Synergy Networks if you believe an approved business sender is being incorrectly classified.

Understanding Microsoft 365 and Google Workspace Quarantine

Your organization may have multiple layers of email protection.

For example:

  • TSN Cyber Email Security.
  • Microsoft Defender for Office 365 or Exchange Online Protection.
  • Google Workspace spam and security filtering.

A message may be held or blocked by one of these systems.

Why This Matters

If a message cannot be found in the TSN Cyber quarantine, it may have been:

  • Quarantined by Microsoft 365.
  • Classified as spam by Gmail.
  • Rejected by the receiving mail service.
  • Sent to an incorrect address.
  • Never successfully sent by the sender.

Important: A missing email is not necessarily quarantined.

True Synergy Networks may need to investigate the message across the available email security and delivery systems.

How to Request a Review When No Quarantine Entry Exists

If you cannot find an expected email:

  1. Confirm the sender used your correct email address.
  2. Ask the sender to verify whether their system successfully sent the message.
  3. Check Inbox, Junk, Spam, and relevant folders.
  4. Review your quarantine notification, if available.
  5. Contact True Synergy Networks.

Provide:

  • Sender’s email address.
  • Recipient’s email address.
  • Approximate sending time.
  • Subject line.
  • Any delivery failure message the sender received.

Important: Do not ask the sender to repeatedly resend sensitive messages without identifying the underlying delivery issue.

iPhone or Android — Review Quarantine Notifications

Quarantine notifications may be accessible from your mobile email application.

Step 1: Open Your Email

  1. Open Microsoft Outlook, Gmail, or your approved email application.
  2. Sign in to your work account.
  3. Search for your email security quarantine notification.

Step 2: Review the Notification

  1. Open the expected notification.
  2. Review the sender and subject.
  3. Check the classification.
  4. Follow your organization’s approved release request procedure.

Step 3: Request Assistance if Needed

If the mobile notification does not provide access to the necessary controls:

  1. Record the message details.
  2. Contact True Synergy Networks.
  3. Request a review of the quarantined email.

Note: Some quarantine management features may be easier to access from a desktop browser.

Important: Do not install unapproved applications or enter your email credentials into unfamiliar websites to review quarantined messages.

Troubleshooting

I Cannot Find the Quarantine Notification

  1. Open your work email.
  2. Search for quarantine or email security notifications.
  3. Check Junk or Spam.
  4. Confirm whether your organization sends recipient notifications.
  5. Contact True Synergy Networks if assistance is needed.

Note: Not every organization enables user quarantine notifications.

I Cannot Open the Email Security Portal

  1. Confirm that you are using your organization’s approved portal address.
  2. Check your internet connection.
  3. Verify that you are using the correct account.
  4. Complete any required authentication.
  5. Contact True Synergy Networks if access is unavailable.

Important: Do not use unfamiliar websites that claim to provide access to your email quarantine.

I Can See the Message but Cannot Release It

This may be normal.

In Trustifi, regular users do not generally have permission to release quarantined emails unless specifically authorized.

If you cannot release a message:

  1. Review whether a Request Release option is available.
  2. Submit the request if permitted.
  3. Otherwise, contact True Synergy Networks.

Important: Do not attempt to bypass quarantine restrictions.

My Release Request Was Not Approved

If a reviewer denies a release request:

  1. Do not try to bypass the decision.
  2. Review any provided explanation.
  3. Contact True Synergy Networks if additional clarification is needed.

Important: A legitimate business purpose does not guarantee that a particular email is safe to release.

The Portal Says Released, but I Cannot Find the Email

  1. Check your Inbox.
  2. Search by sender and subject.
  3. Review Junk or Spam.
  4. Allow time for delivery.
  5. Contact True Synergy Networks if the message remains missing.

Note: A released message may still be subject to downstream mailbox filtering or delivery rules.

I Requested the Wrong Email

If you submitted a release request for an unintended message:

  1. Contact True Synergy Networks promptly.
  2. Identify the incorrect message.
  3. Explain that the request was submitted by mistake.

Important: Do not open suspicious content if the message is subsequently delivered.

A Legitimate Vendor Is Always Quarantined

  1. Verify that the vendor’s messages are expected.
  2. Record examples of affected emails.
  3. Contact True Synergy Networks.
  4. Request a review of the sender’s classification.

Important: Sender trust changes should be based on security review, not only on convenience.

My Quarantine List Is Empty

If no messages appear:

  1. Confirm that you are viewing the correct account.
  2. Check available filters or date ranges.
  3. Verify whether your account has access to quarantine records.
  4. Contact True Synergy Networks.

Note: Quarantine retention periods vary by organization policy. Older records may no longer be available.

I Received a Quarantine Email That Looks Suspicious

Cybercriminals may impersonate email security systems.

If a quarantine notification looks unusual:

  1. Do not click the links.
  2. Do not enter your password.
  3. Do not approve unexpected authentication prompts.
  4. Contact True Synergy Networks using an approved channel.

Important: A fake quarantine alert may be a phishing attempt designed to steal your work account credentials.

The Quarantined Message Contains an Attachment I Need

If a quarantined email contains an important document:

  1. Confirm that you were expecting the attachment.
  2. Verify the sender through a trusted communication method.
  3. Request a security review.
  4. Follow the approved release procedure.

Important: Do not ask another employee to disable security controls or download a suspicious attachment on your behalf.

I Think a Message Was Incorrectly Classified as Malicious

  1. Do not attempt to release it yourself.
  2. Record the sender and subject.
  3. Contact True Synergy Networks.
  4. Explain why you believe the message is legitimate.

The security team can review the available analysis.

Important: Malicious classifications require particular caution, even when the sender is familiar.

The Sender Says Their Message Was Delivered

A sender’s system may show that it sent or transferred an email without confirming that it reached your Inbox.

If the email is missing:

  1. Confirm the intended recipient address.
  2. Check your mailbox folders.
  3. Review available quarantine information.
  4. Ask the sender for an approximate sending time.
  5. Contact True Synergy Networks.

Note: Email delivery investigation may require reviewing message tracing or security logs by authorized personnel.

Best Practices for Managing Quarantined Emails

When reviewing quarantined messages:

  • Verify the sender independently.
  • Review the full sender email address.
  • Treat unfamiliar attachments cautiously.
  • Do not release emails solely because they claim urgency.
  • Request review of legitimate messages rather than bypassing controls.
  • Report recurring false positives.
  • Never share authentication codes in response to quarantine alerts.
  • Use only approved email security links and portals.
  • Remember that released messages may still contain suspicious requests.
  • Contact True Synergy Networks when you are uncertain.

Recommendation: If an important business message is blocked, ask for a security review rather than repeatedly requesting that the sender resend it.

Additional Information

  • TSN Cyber Email Security may quarantine messages identified as potentially unsafe.
  • Trustifi provides inbound email activity and quarantine review features.
  • Regular users generally cannot release their own quarantined messages by default.
  • Organizations may allow recipients to request release or manage eligible messages.
  • Authorized reviewers can inspect messages before releasing them.
  • A released message may briefly show a Pending Release status.
  • False positives can occur when legitimate messages trigger security rules.
  • Microsoft 365 and Google Workspace may apply additional filtering.
  • Missing emails are not always quarantined.
  • True Synergy Networks manages email security policies, quarantine reviews, and advanced mail delivery troubleshooting.

Security Reminder: Never release or request the release of an email simply because it appears urgent, familiar, or business-related. Always verify unexpected links, attachments, invoices, and account requests through trusted channels. Do not bypass quarantine restrictions, modify sender allowlists, or share credentials with websites claiming to provide quarantine access. If a message appears malicious or you suspect unauthorized email activity, contact True Synergy Networks immediately.