Answers to common questions about what Mail2Cloud does, where it fits in your mail system and how to get started. For security and compliance questions, see Security and Compliance FAQ. For AI, see AI FAQ.
Product
What does Mail2Cloud do?
Mail2Cloud moves email content into cloud storage by rule. It can replace attachments with secure links, save emails and attachments into folders in Box, OneDrive, SharePoint, Google Drive, Egnyte, Dropbox or mxHERO Shares, and hold, block or require approval for messages before they are delivered. It works on mail in transit (through the mxHERO gateway) and on mail already in mailboxes. See What is Mail2Cloud.
Which email systems does Mail2Cloud work with?
- Microsoft 365 and Google Workspace, for both mail in transit and mailbox rules.
- Any mail system that can route mail through an SMTP gateway, for mail in transit.
- IMAP mailboxes, for mailbox rules that copy mail to storage.
My mail provider cannot route mail through a gateway. Can I still use Mail2Cloud?
Yes, with some features. Mailbox rules (target User Mailboxes) read mail directly from Microsoft 365, Google Workspace or IMAP mailboxes, so no routing change is needed. Users can also forward messages to a Forwarding Address, or drag emails into a monitored Box folder. Actions that change mail before delivery, such as Temporary Hold, Request Approval and Block Attachments, need the gateway. See Rule Targets.
Can I deploy Mail2Cloud for some users only?
Yes. You can route only selected users or groups through mxHERO, and you can target rules at specific accounts, groups, tags or domains. See Selective Routing.
Can internal and external recipients of the same email get different links?
Yes. mxHERO processes each recipient's copy separately. For example, internal recipients can get organization links that allow download, while external recipients get links that expire after 7 days and need a password. You set this with security definitions and security policies. See Security Definitions and Policies.
Do recipients need an account with our cloud storage provider?
It depends on the link type you choose:
- Public links (optionally with an expiration date or password) need no account.
- Organization links work only for people in your organization.
- Recipient links on Box, OneDrive, Google Drive and Dropbox share the file with the recipient's own identity, so they sign in to that provider.
- Authenticated links on mxHERO Shares need no storage account. The recipient signs in with an emailed code, Google or Microsoft.
See Link Security Options by Provider.
Can a user send a normal attachment for one message?
Yes, if the rule allows it. When a rule has the opt-out enabled, the sender can add #nomxhero to the subject. mxHERO removes the hashtag and skips Protect Attachments, Secure Email and Zip Attachments for that message. The hashtag does not skip Copy Emails, Block Attachments, Temporary Hold, Request Approval or S/MIME rules. To always deliver real attachments to certain recipients, such as a billing system, add them to the rule's exclusions. See Opting Out with #nomxhero.
Does it work for users on phones and tablets?
Yes. mxHERO processes mail on the server, so users need no software or add-in on any device. Recipients open links in a browser.
Can mxHERO create folders that do not exist yet?
Yes. When a rule's storage path points to a folder that does not exist, for example a new client folder, mxHERO creates it. A rule can also add the sender or recipient as a collaborator on a folder in the path. See Storage File Paths.
Can mxHERO add metadata to the files it saves?
Yes, on providers that support metadata: Box (metadata templates), Egnyte and mxHERO Shares. OneDrive, Google Drive and Dropbox do not receive metadata. See Template Definitions and Policies.
Can mxHERO archive email before our retention policy deletes it?
Yes. Use a mailbox rule with Copy Emails to save messages to storage without changing the mailbox, or Move Emails to save them and remove them from the mailbox. See Copy Emails and Move Emails.
Can mxHERO process email that was received in the past?
Yes. Mailbox rules can process a mailbox from the beginning, from or up to a date, or between two dates. They can also keep running on new mail. See Copy Emails.
Does mxHERO work with Proofpoint, Barracuda or other email gateways?
Yes. mxHERO is added as another hop in the mail path. The border gateway adds mxHERO's routing header and relays mail to mxHERO. See Border Gateways.
Does mxHERO protect a file after the recipient downloads it?
No. mxHERO keeps the file out of the email and controls access to the link, but a downloaded copy is outside mxHERO's and your storage provider's control. mxHERO does not change the file, so you can use a rights-management (DRM) product alongside it. To limit downloads, use a security definition that prevents download where the provider supports it.
Reliability
What happens to mail if mxHERO cannot process it?
mxHERO fails open. If a rule fails, the original message is delivered unchanged and the error is logged in Reports › Email Flow Logs and Reports › Notifications. Block Attachments is the exception: a matching message is always blocked. See How Rules Work.
What happens if our cloud storage provider has an outage?
mxHERO retries the upload. For Protect Attachments, Secure Email and Zip Attachments it keeps retrying for up to 45 minutes. If the upload still fails, mxHERO by default delivers the original message with its attachments. You can instead set When the email could not be processed to Bounce email to sender in the rule's More actions... panel. See Storage Upload Failures.
How do I stop mxHERO from processing mail quickly?
Disable the rules in Rules › Rules List; messages then pass through unprocessed. To take mxHERO out of the mail path entirely, follow Removing mxHERO from Mail Flow.
Where can I check mxHERO's service status?
At status.mxhero.com. The dashboard sidebar also shows the current status. mxHERO's historical uptime is 99.95%.
Administration
How do I find out what happened to a specific message?
Search for it in Reports › Email Flow Logs. You can search the last 12 months by sender, recipient, subject or Message-ID, and see each rule that ran and the delivery status per recipient. See Email Flow Logs.
Can I get reports on usage?
Yes. Reports › Usage Reports shows processed emails, uploaded files and email flow for the last 30, 60 or 90 days. You can also receive a monthly usage email; turn it on in Settings › Notifications. See Usage Reports.
Where do I see our subscriptions and licenses?
In Settings › Billing. It lists subscriptions, licenses, invoices and billing contacts. See Billing.
Where do I find our organization ID?
In Settings › Organization and domains, on the Organization tab. You need it for SAML setup, the API and support requests.
Which languages does the dashboard support?
English, Japanese and French. Use the language selector at the top of the dashboard.
Can administrators sign in with single sign-on?
Yes. The dashboard supports Google and Microsoft sign-in, SAML (for example Okta, OneLogin or Microsoft Entra ID) and email-code two-factor authentication. See Single Sign-On with SAML.
Getting started and buying
How do I get started?
Follow the Deployment Checklist. It takes you from registration to your first rule.
How is mxHERO priced?
Contact sales@mxhero.com or your authorized mxHERO distributor for pricing.
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