View Incoming Delivery Queue

The Incoming Delivery Queue stores emails that are not being accepted by the destination server (your mail server administrator should be able to check why these emails are not being accepted - see ).

The system attempts to re-deliver queued messages automatically for 14 days. If, after 14 days, a message still cannot be delivered to the recipient, the system will try to bounce it to the sender. If it cannot be bounced, the message is placed in a frozen state - it cannot be delivered to the recipient or bounced back to the server.

If required, you can manually force delivery of a queued message after resolving the destination mail server issues.

Emails will only appear in here if the mail is not able to be delivered to the destination server. The Delivery queue acts almost as a holding pen until the mail server begins accepting mail again. If the mail server is accepting mail, emails will flow through the filtering system like normal and will not show here.

Access the Incoming Delivery Queue

You can view the Incoming Delivery Queue at the Admin Level, Domain Level and Email Level.

  • At the Admin Level you can see the queue for all recipients for all domains (and can filter)
  • At the Domain Level you can see the queue for all recipients in the domain you are logged into
  • At the Email Level, you can see the queue for your own mailbox
  1. Click on Continuity > Delivery queue - incoming to open the Incoming Log Search page filtered to show all messages with the 'Queued' and 'Delivery failed' status. You can further filter your listed results by adding new rules using the + New rule link

  2. After adding more rules, click Show Results to run the search and list the results

    3. All queued emails which match the filters are listed in the table at the bottom of the page.

    Actions Available on Log Search Results

    In the Search Results listed you can carry out a variety of actions.

    Actions Available for Message Statuses

    Key

    The following icons indicate the action's availability per message status:

    Key Status Description
    Available The action is available for all messages with this status
    Available if additional criteria met The action is available for any message with this status, so long as an additional criteria is met (see * for additional information)
    Not Available The action is not available for any message with this status
    Incoming
      Allow/Block Troubleshoot Continuity Quarantine Management Archiving
    Status/Action Add allow list filtering rule Add block list filtering rule Add sender to allow list Block recipient Block sender Block sender and remove from quarantine Change action for messages like this Delivery issue log Download quarantined message Export as .CSV Recipient callout Remove from queue and notify sender Retry delivery from queue Sender callout Telnet SMTP test Compose Reply Download queued message Remove from queue View email Release from quarantine Release from quarantine Release and train from quarantine Remove from queue and train as spam Train as spam Delete archived message Export message from archive Redeliver archived message
    auto-released * * * *
    blackholed * * * *
    bounced * * * *
    delivered * * * *
    delivery-failed * * * *
    not-accepted
    quarantined
    quarantine-expired
    quarantine-removed
    queued * * *
    queue-frozen * * *
    queue-bounced * * * *
    queue-removed * * * *
    queue-expired * * * *
    rejected
    released * * * *

    Some actions may not be available for Email Level Users.

    Outgoing
      Allow/Block Troubleshoot Continuity Quarantine Management Archiving Identity Management
    Status/Action Add allow list filtering rule Add block list filtering rule Add sender to allow list Block recipient Block sender Block sender and remove from quarantine Change action for messages like this Audit Log Delivery issue log Download quarantined message Export as .CSV Recipient callout Remove from queue and notify sender Retry delivery from queue Sender callout Telnet SMTP test Compose Reply Download queued message Remove from queue View email Release from quarantine Release from quarantine Release and train from quarantine Remove from queue and train as spam Train as spam Delete archived message Export message from archive Redeliver archived message Add and configure identity Lock identity Lock user
    auto-released * * * * * * * *
    blackholed * * * * *
    bounced * * * * *
    delivered * * * * *
    delivery-failed * * * * *
    not-accepted * * * *
    quarantined * * * * * * *
    quarantine-expired * * * *
    quarantine-removed * * * *
    queued * * * * * * *
    queue-frozen * * * * * * *
    queue-bounced * * * * * * * *
    queue-removed * * * * * * * *
    queue-expired * * * * * * * *
    rejected * * * *
    released * * * * * * * *
    secure-delivered * * * * * * * *

    Some actions may not be available for Email Level Users.

    • Add Allow list filtering rule - Add a custom incoming Allow list filtering rule. See Add an Incoming Allow list Filtering Rule
    • Add Block list filtering rule - Add a custom incoming Block list filtering rule. See Add an Incoming Block list Filtering Rule
    • Add Sender to Allow list - Add the sender to the Allow list, causing all future messages from this sender address to be accepted by the filter. See Manage Incoming Sender Allow list
    • Block recipient - Add the recipient to the Block list, causing all future messages to this recipient address to be treated as spam. See Manage Recipient Block list
    • Block Sender - Add the sender to the Block list, causing all future messages from this sender address to be treated as spam. See Manage Incoming Sender Block list
    • Block sender and remove from quarantine - Remove the message from the quarantine and Block list the sender, causing all future messages from this sender address to be treated as spam. See Block Sender and Remove Quarantined Messages
    • Change Action for messages like this - Incoming messages only - Add a custom action to incoming messages to change the response from Spam Experts, see Customise Actions

      This action currently only appears if you have included the main class, sub class, and extra class columns in your search.

    • Compose reply - Reply to the sender of the message using the inbuilt using the Compose Email tool with the original message subject, and recipient prepopulated
    • Download Queued Message - Download the email(s) as .eml format in a .zip
    • Remove from queue - Delete the message(s) from queue
    • View email - View the content of the email in the dashboard. See View Message Content
    • Delete archived message - Hide the message in the archive, this will mean the selected message(s) are no longer visible to any user viewing the Archive
    • Download archived message - Download a copy of the archived message(s) to your machine as .eml format in a .zip
    • Redeliver archived message - Redeliver the archived message to the recipient(s). This is useful if the message cannot be found in the email inbox
  3. To customise what columns are displayed, choose from the columns available in the Customise dropdown:

View Earliest Time an Automatic Delivery Attempt Will be Made

  1. Follow the steps described above to list all matching messages.
  2. From the Customise dropdown, select Earliest next delivery attempt and click on Show Results.

  3. To lessen the impact on performance, you can only select one message at a time to see this value:

    4. The earliest delivery time is then displayed in the column: