Revoke or resend a secure message

A locked message stays on PXCMail’s servers until it expires, so you can withdraw it at any time, resend the notification if the recipient lost it, or change how long the link lives; the audit record shows whether it was opened before you acted.

Before you start

On Gateway: Compliance, Admin or Owner role in the console. On Hosted: the sender can act from the delivery receipt in their own mailbox; admins can act for anyone.
The recipient address or subject, so you can find the message quickly.
If it went to the wrong person, note the time you noticed; your breach assessment will need it.

Steps

Console → Archive & audit → search by recipient, date or subject → open the message. On Hosted you can also open the delivery receipt that arrived in your inbox when the message was sent.
Click Revoke and give a reason (wrong recipient, sent in error, content superseded). The link stops working immediately; the recipient sees “withdrawn by the sender” and nothing else. Downloads already made cannot be recalled.
To help a recipient who lost the notification, click Resend notification. A fresh link goes to the same address; the old link keeps working until expiry.
To give a slow recipient more time, or to shorten the window for something sensitive, click Change expiry and pick 1 to 90 days from today. The default is 30 days.
If the message was opened by the wrong person before you revoked it, open Console → Support → Incident or see report a security incident.

Verify

The message status reads “Revoked” with the time, your name and the reason. The Opens section lists every open before revocation with time and the code method used.

Troubleshooting

Revoke is greyed out. Cause: the message was delivered with TLS to the recipient’s mailbox, not as locked delivery, so there is nothing on our servers to withdraw. Fix: ask the recipient to delete it and document the request; see why it was not locked.
The recipient says the link still opens. Cause: they are looking at a page that was already open in their browser. Fix: the content cannot be reloaded or downloaded after revocation; ask them to close the tab and try the link again.
Resend notification did not arrive. Cause: the recipient’s filter caught the notification, or the address has a typo. Fix: check the Delivery tab for the notification, correct the address by sending a new message, then revoke the first one.

Example

At Lakeside Family Dental, the front desk sends a treatment plan to a patient and realizes two minutes later that the autocomplete picked a different patient with the same first name. The office manager opens Archive & audit, finds the message, and sees that it has not been opened. She revokes it with the reason “wrong recipient” and resends the plan to the correct address. The audit record shows the send, zero opens and the revocation; that is what she files with the incident note.

FAQ

Can I revoke a message after it was opened?

Yes. The link stops working for further opens and downloads. What the recipient already saved stays with them, and the opens log tells you exactly what happened before.

Does the recipient learn why it was withdrawn?

No. They see “withdrawn by the sender” and your contact details from the notification. The reason stays in your audit log.

Who can see that a message was revoked?

Anyone with console access to Archive & audit, including the read-only Compliance role. The entry names the actor, time and reason.

What happens at expiry?

The link stops working and the recipient sees an expired page. Your archived copy and the audit record are unaffected.

Still stuck? A human answers within 15 minutes on chat, 1 hour by email during business hours (24/7 for outages).