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Restoring a message or a mailbox

A deleted message is first recovered by the user, from the Klytic Mail dumpster folder, at no cost. If it is no longer there, Klytic support restores it from the backups of the last 30 days: give the mailbox, the folder or the message, and the approximate date. This restore is included in the event of a service malfunction, deliberate deletion by an employee or an account deleted too early when someone leaves (up to 3 requests per month), or an attack suffered despite properly protected workstations. After an accidental deletion, a handling error, or if workstations were insufficiently protected, it is subject to a paid support ticket. An entire mailbox is restored through the same process, clearly specifying its scope.

Updated October 20264 minHow-to Klytic Mail

What you get

SituationWho actsLimit
Message deleted recently, still in the trash or the dumpster folderThe user, in their webmailHow long it stays in the dumpster folder
Message or folder no longer in the dumpster folderKlytic support, on requestBackups of the last 30 days
Entire mailboxKlytic support, on requestBackups of the last 30 days

There is no self-service restore from backups: it always goes through support. This is intentional: restoring a mailbox also means accessing its content.

Whether a restore is covered depends on its cause:

  • malfunction of the Klytic service: included;
  • deliberate deletion by an employee, who erases their messages when leaving for example, or a mailbox deleted too early by an administrator when someone leaves: included, up to 3 requests per month;
  • an attack suffered despite properly protected workstations (updates applied, antivirus active): included;
  • accidental deletion, handling error, or insufficiently protected workstations: paid support ticket.

The dumpster folder remains free of charge: it is the first thing to try.

1. The message is still in the trash or the dumpster folder

A deleted message first goes to the trash. If it has been removed from there, or if the trash has been emptied, it moves to the dumpster folder, where it stays for a limited time.

  1. Open Klytic Mail webmail. Recovery from the dumpster folder is done from webmail, even if you usually read your mail in Outlook or on your phone.
  2. From the trash, open the dumpster folder. You will see recently deleted messages there.
  3. Select the message or messages, then choose the folder to put them back in.
  4. The message reappears in that folder, then on your other devices at the next sync.

In a shared mailbox, the person with management rights on the mailbox can do this.

2. The message is no longer in the dumpster folder

If the message was deleted less than 30 days ago, Klytic support can restore it from backups. Depending on the cause, this restore is included or subject to a paid support ticket: the cases are detailed above. The request should preferably come from your account administrator, who knows whether it is legitimate. Provide:

  • the address of the mailbox concerned;
  • the folder, or the message: sender, subject, a few words of the content;
  • the approximate date of receipt, and of deletion if you know it;
  • the urgency, for example a deadline or ongoing proceedings.

Support tells you where the items will reappear. An approximate date is enough: since backups are hourly, support chooses the nearest one that contains the message.

3. Restoring an entire mailbox

The process is the same, and the same coverage rules apply. Specify the scope: one mailbox, not the whole domain, so that the restore stays targeted and other users are not affected. Also give the date of the state to recover, and whether messages received since then must be kept. Support then tells you how it will proceed so as not to overwrite anything.

Example. In a 15-person agency (hypothetical case), an employee’s account is compromised on a Tuesday: the attacker deletes the mailbox’s folders. The administrator blocks sign-in, changes the password, then asks support to restore that mailbox alone to its Monday evening state, keeping the messages that have arrived since. The agency is the victim of the attack: if its workstations were properly protected, the restore is included. If they were not protected enough, for example because of missing updates or antivirus, it is subject to a paid support ticket.

After the restore

Check with the user that the expected folders have come back, then wait for their devices to sync before concluding. If the deletion came from a compromised account, enable two-factor authentication on that account and check that no suspicious forwarding or filter has been added to the mailbox: an attacker often sets one up to keep receiving a copy of the mail.

4. What this procedure does not cover

  • A message that never arrived. If it was held by filtering, it is not in the mailbox backups: see quarantine, false positives, reporting.
  • A message deleted more than 30 days ago. It is no longer in the backups. Only legal archiving, if subscribed to, lets you go back further: see archiving messages.
  • A message that arrived and was deleted between two hourly backups. If it is no longer in the dumpster folder, it was never backed up.
  • An ongoing outage. If the service is down, contact support: restoring service is a matter for operations, with a target of under 4 hours, not for this how-to.

5. Deliberate deletion

Klytic backups are immutable: once written, they can be neither modified nor deleted, even by an administrator of your account or by an attacker who has taken control of it. A deliberate deletion therefore remains repairable within the 30-day window. The reason is explained in backup, deletion and continuity.

Frequently asked questions

Can I restore from backups myself?

No. You recover items yourself from the dumpster folder; beyond that, restores go through support.

Is the restore included?

Backup is part of the service. The restore is included in the event of a service malfunction, deliberate deletion by an employee or an account deleted too early when someone leaves (up to 3 requests per month), or an attack suffered despite properly protected workstations. After an accidental deletion, a handling error, or if workstations were insufficiently protected, it is subject to a paid support ticket. Look in the dumpster folder first, at no cost. Details are on the Security and backup page.

Can a message erased two months ago come back?

Not through backups, which are limited to 30 days. See archiving messages to retain for longer.

The expected message never arrived. What should I do?

Check whether it was held by filtering: quarantine and false positives.

Request a restore

Give the mailbox, the folder or the message and the approximate date. Klytic restores from the last 30 days, included or billed depending on the cause.

Contact support →

Security and backup

Further reading

Understand · EmailEmail backup, deletion and server outagesTrash, backup and platform failover do not cover the same accidents. What a backup brings back, and what an RTO and an RPO promise.6 min readRead →Use · Email securityQuarantine, false positives and reportingWhat happens to a message held by Klytic MTA, how to release it, correct a false positive and report a malicious message.6 min readRead →GuidesSecurity & BackupTLS 1.3 and AES-256 encryption, multi-layer filtering, encrypted backups kept 30 days with WeDoBack: your Klytic data, protected. Available worldwide.GuidesRead →

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