Document Owner: Damian Stalls
Backup Owner: Josh Miller
Last Verified: 2026-05-18
OVERVIEW
Avanan Email Security may quarantine messages that are suspected phishing, spam, or contain risky links/attachments. Depending on your company policy, you may be able to restore messages yourself or request that our Email Security Team review and restore them.
PURPOSE
- Explain how the quarantine digest works
- Show how to request a restore from the digest or from the quarantine portal
- Explain common restore statuses and what to do if a request is declined
WHO THIS IS FOR
- End users who need to find quarantined email
- End users who need to request a restore or check restore status
- End users who want to use the Email Security Portal (quarantine portal)
WHAT TO DO
Option 1: Use the Quarantine Digest (Daily Quarantine Report)
The Quarantine Digest is an email summary that lists recently quarantined messages and provides action buttons based on policy.
What the digest includes
-
- Quarantine Summary: count of quarantined emails since the last summary
- Email Security Portal link: opens the quarantine portal so you can search and manage quarantined emails
-
Quarantined emails list: each email may allow one of these actions:
- Request Restore: sends a request to the Email Security Team for review
- Release: delivers the email to your inbox immediately (only available when policy allows)
Example digest:
Option 2: Request a Restore from the Digest
Step 1: User verification (if prompted)
When attempting to release or request a restore, you may be asked to verify you are a real person. Follow the on-screen steps.
Step 2: Provide a restore reason
Enter a brief explanation of why the email should be restored, then click Submit.
Tip: Provide specific details so the Email Security Team can review your request faster.
Step 3: Confirm request received
After submitting your request, you will see a confirmation message.
Option 3: Use the End-User Quarantine Portal (Recommended)
The Email Security Portal allows you to view quarantined emails, request restores, and track restore status.
Go to: https://email-security-portal.avanan.net
Step 1: Log in
Log in using Microsoft or Google (based on your company email platform), or enter your email address to receive a one-time token.
Step 2: Open Quarantine
Use the navigation to view quarantined emails and check restore request status.
Step 3: Search for the email
Use filters and the quarantine list to locate the message you need.
Step 4: Request Restore
Click Request Restore to ask the Email Security Team to review and restore your email.
Step 5: Provide a restore reason
Enter a brief explanation of why the email should be restored, then click Submit.
Tip: Provide specific details so the Email Security Team can review your request faster.
Check Restore Request Status
Pending Restore Approval
If your request is still under review, it will show as pending.
Message Restored
If the email is approved, it will be restored and delivered to your inbox. You can also see the updated status in the portal.
Restore Request Declined
If the email contains risky links or attachments, the restore request may be declined. You will also receive an email notification.
WHEN TO CONTACT SUPPORT
- You cannot find a message you expect (and you have checked the portal and digest)
- A restore request is urgent and you cannot wait for review
- You see repeated quarantine for a known-good sender
- You believe your account may be compromised
When contacting support, include:
- Sender email address
- Subject line
- Approximate date/time expected
- Any screenshots (digest or portal screen)
IMPORTANT GUIDELINES
- Only restore emails you recognize and trust. If unsure, request restore and include details for review.
- Some quarantined emails do not allow user action and may not appear in the digest/portal depending on policy and retention.
- If you receive a verification code during the restore process, do not share it with anyone.
ALSO PUBLISHED AT
Support Portal (Knowledge Base): https://support.complete.net → Knowledge Base → Avanan Email Security
Public KB: https://help.complete.net/m/AvananEmailSecurity/