Start in Webmail. Search for the sender or subject and check Trash, Spam, and other folders. If the message never arrived, see Email Is Missing or Did Not Arrive.
Look in the Gateway Archive Manager
- In Webmail, click your initials at the top right and choose User Settings. The control panel opens in another browser tab; Webmail stays open in its original tab.
- Choose Gateway Archive Manager.
- Select the date and search for the message.
- Select the message you want to recover.
- Choose a destination folder, such as Inbox, then click Restore Messages.
- Return to the Webmail tab and check that folder.
The gateway archive keeps copies of incoming messages for up to 30 days. Seeing a message there does not mean you deleted it.
Recovery depends on which copies are available. If you cannot find the message, open a support ticket with the approximate date, sender, and subject, leaving out sensitive information. Do not rely on a recovery archive as your only long-term copy of important records.
