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NinjaOne SaaS Backup: End-User Portal Frequently-Asked Questions (FAQ)

  • Last Updated March 9, 2026

Topic

This article contains frequently asked questions about the NinjaOne SaaS Backup End-User Portal.

Environment

NinjaOne SaaS Backup End-User Portal

Description

NinjaOne SaaS Backup is a cloud backup platform that helps businesses securely back up, manage, recover, and protect their business information. The automated and incremental backups simplify the backup, recovery, and compliance experience. NinjaOne SaaS Backup works with Microsoft 365 (M365), including Hosted Exchange, Groups, and Teams, SharePoint, and OneDrive—also Gmail (including Calendars, Contacts, and Tasks), and other IMAP email servers. NinjaOne uses 256-bit (AES) encryption at rest and in transit, supporting multi-factor authentication (MFA).

The NinjaOne SaaS Backup End-User Portal is where your customers can manage their organization's user data and backups directly based on the permissions you have granted them in NinjaOne SaaS Backup.

Index

Dashboard and Backup Questions

How do I find the count and list of accounts that I'm backing up?

  1. Click the drop-down menu on the top right of the page.
  2. Navigate to Account Settings → Credentials.
  3. Click the Used for → Accounts & Sites link to review the account list and corresponding statuses.

Can I see all the folders? How do I restore a folder?

In the dashboard, you will need to select the user, then filter on the folder and select it, or select all in a folder to restore the entire folder. We will then restore to the folder, and if the folder no longer exists, we will recreate it and restore it.

Next, you select all, then restore all items in the folder.

The PST will include the folder data. When you import the PST, SaaS Backup will prompt you. You will need to make sure you have imported items into the same folder selected. If the folder doesn't exist, SaaS Backup will create it.

For Microsoft 365 (M365), why are there four applications registered? Would one not be enough?

NinjaOne uses a single enterprise application for tenants, which it lists as Email Backup.

Once the user authenticates this app, we create four tenant apps for backup. SaaS Backup lists these as Backup Application XXXX.

We create four applications for backup and restore purposes and to reduce throttling.

All four applications have the same permissions and can be used to back up any type, such as emails, SharePoint, OneDrive, Contacts, Calendars, and Tasks, Groups & Teams. If you use an M365 account to log into SaaS Backup as SSO, an additional enterprise application will be registered and listed as Email Backup Login.

Can we use SaaS Backup as a migration tool?

NinjaOne does not recommend using SaaS Backup for migration.

  • You can back up from one account and then restore to another individual account (within the same tenant). This action might be considered a migration, but in reality, it is just a restore, which is different from a mass migration. Trying to migrate using NinjaOne SaaS Backup will take a lot of time and work, and we do not recommend it.
  • NinjaOne SaaS Backup does not restore any configurations or settings. We only back up the data and restore it to the same or a different account. Traditional migration applications also migrate the configurations, mailbox, and other settings that NinjaOne SaaS Backup does not.

What is your data redundancy within a data center?

We use AWS for our PaaS and IaaS infrastructure. All AWS data centers are SOC 1, 2, and 3 and ISO27001 certified.

Each of our AWS locations has three physical data centers known in AWS terms as availability zones (AZs).

Data at rest is on AWS S3, consistent across all 3 AZs. We replicate our database across 2 AZs. If our primary AZ experiences an issue, data will remain available on S3 and our replicated databases.

We have AIM machine images for our compute instances to bring the machines up in minutes.

Can users be moved from one organization to another?

Every organization has a unique identifier in our system for identification; therefore, you cannot move backed-up data from one organization to another.

For a mailbox to be added to a different organization other than the one it currently resides in, you will need to purge the mailbox, then start backups from scratch in the target organization. The same is true for other backup types.

Can I move from the Archiving + Backup product to the Backup product only?

No, this is not possible. Reach out to NinjaOne Support to discuss creating an entirely new Backup-only product and deleting the current Archiving + Backup product.

Does the Backup Admin account need to be licensed?

The Backup Admin account only has to be a global admin. The account does not have to be licensed.

Why does the user show as added in another subscription?

When a mailbox shows "added in other subscription," this could mean that at a previous time, the mailbox was added to another organization.

There are two options to remedy this:

  • You can make a request for NinjaOne to modify the mailbox from the old or current organization it's added to (only applies to mailboxes).
    • This option will allow the mailbox to exist in the previous subscription, and the data will be retained for that mailbox in the event you need to access it at a later date.
  • You can request that NinjaOne purge the mailbox so you can then add it to the new organization.
    • Approval is required to complete a purge, and you must provide confirmation of understanding.
    • NinjaOne team members will NOT purge mailboxes until adequate confirmation is received.

Why does Advanced Search not show any Drive results in the selected date range?

Recheck the selected Date Range as it filters results based on the File Modified Time.

What do Groups & Teams backups include?

Groups & TeamsTeams OnlyGroup Only
Chat (Teams Conversation/Chat Conversation)File (Teams File/Attachment File/Conversation File)Calendar
Site (SharePoint Site)  
Note (OneNote)  
Shared Mailbox (Group Email/Group Conversation/ Email Conversation)  
Task (Planner)  

What do the blue and grey checkmarks refer to?

A blue check mark refers to a licensed mailbox, and a gray check mark refers to an unlicensed mailbox.

How do I restore a specific folder?

  1. In the dashboard, you will need to select the user, then filter on the folder and select the items, or select all in a folder to restore the entire folder. We will then restore to the folder, and if the folder no longer exists, we will recreate it and restore it.
  2. Next, you fill select all, then restore all items in the folder.
  3. The PST will include the folder data. When you import the PST, SaaS Backup will prompt you with options. You will need to make sure you have "import items into same folder" selected. If the folder doesn't exist, it will create it.

How do I add to the backup from the End-User Portal?

  1. Click Add Backup. This page will present multiple options:
    • Add from Existing
      • If you have a previous backup already running and wish to add more mailboxes, this is the selection you will choose
    • Add New Backup
      • Microsoft 365
      • Google Workspace
      • Hosted Exchange
      • Gmail
  2. If you've chosen Add from Existing, select the checkbox next to the users you wish to add and click Add to Backup.
    1. SaaS Backup will prompt you to confirm the addition of the new account, where you can click Yes, Continue.
  3. If you've chosen Add New Backup, SaaS Backup will prompt you to follow a specific set of instructions that differ depending on the options you've selected.

Once you've added users to back up, you can visit the organization's home page and see Added beside the user names to verify you have added them to the backup.

How long is system status information retained on the End-User Portal?

The History in System Status is available as long as the organization is active. SaaS Backup purges it only when you delete the organization.

If an organization is deactivated and the grace period (45 Days) is over, the organization enters a "purge" state. At that time, SaaS Backup also purges the system status information. If you reactivate the organization during the grace period, then the organization enters an "active" state. Therefore, the old system status information is available.

How do I know if my archives are backing up?

After signing in, navigate to  System Status and select Backups.

Your archive will be shown there, and the status will be displayed in the Status column.

How do I open PST files in "New" Outlook?

If you have downloaded PST files from NinjaOne and have not been able to open them in "New" Outlook,  click Help → Go to Classic Outlook. Once you are back in Classic Outlook, you can click File → Open & Export to open PST files.

How do I download a seat report in the Organization End-User Portal?

To download a seat report in the Organization End-User Portal, follow these steps:

  1. Log in to the Organization End-User Portal.
  2. On the dashboard, click Export CSV.
  3. Click Confirm.
  4. Check your email for the download link.
  5. Click the attached link to view the seat report CSV.

What do SharePoint backups include?

  • Communication Site
  • Team Site
    • Documents
    • Files
    • Text based
    • Image
    • Video
  • Notebook
    • Section
      • Page Note
        • Draw note
  • Pages
    • Wiki Page
    • Web Part Page
    • Site Page
  • Site Content
    • Content (Contains the whole file on site, include doc, note, page)
    • Sub Site
    • Team Site (type – similar with main site)
    • Blog
    • Project Site (type – similar with main site)
  • List
  • SharePoint File permission
NinjaOne SaaS Backup does not back up SharePoint Page Libraries.

Why does it take so long for my initial backup to complete?

The time to complete the initial archive can depend on any of the following reasons:

  • Number of emails added.
  • Size of the mailbox.
    • The greater the size of the mailbox, the longer it takes for the initial archive to be completed.
  • Number and size of attachments.
    • Since our archive service allows you to navigate your attachments and files separately using the file manager, the more attachments in the email, the longer it takes for the initial archive to complete.
  • Limitations imposed by the M365 API.
  • Bandwidth restriction on the mail server side.

What do I do if my login is activated, but the link has expired?

If an administrator has activated your login, but the link has expired, ask the administrator to re-enable your login. Once you've done this, you will receive another email link.

Is OneDrive backup activated by default?

Yes, we activate OneDrive by default, but you can deactivate it at any time.

Will excluding OneDrive from backup affect my email or other sub-product backups?

No. Excluding OneDrive does not impact email or other sub-product backups.

Will excluding OneDrive from backup affect previous backups?

No. Changes apply only to future backups and do not affect prior data.

Can I apply OneDrive modularity across multiple tenant backups?

Yes, modularity is available for each tenant individually.

Can I exclude OneDrive for a mailbox with an added status?

Yes. If an added status has a checkbox, SaaS Backup is not backing up at least one sub-product. You can exclude OneDrive in these cases.

What if I change my mind after excluding OneDrive?

Use the Remove from exclusion list feature:

  1. Log in to the NinjaOne SaaS Backup End-User Portal.
  2. Click +Add Backup.
  3. The system redirects back to the M365 page. Select the account and then click +Add Backup.
  4. Proceed directly with manual backup settings.
  5. Select the mailbox, click the actions menu next to it, and choose Remove from exclusion list.
  6. Remove exclusion performed per mailbox. In bulk actions are not supported.
  7. The system shows a remove exclusion dialog box confirmation. Select Remove all sub-products, then click Yes, continue.

Note: Remove exclusion performed on a per-mailbox basis. Bulk actions are not supported.

Can I re-add the excluded OneDrive to the backup?

If you want to re-add OneDrive after you've excluded it, follow these steps using the +Add to backup feature, applicable for both manual and Autodiscover backups:

  1. Log in to the NinjaOne SaaS Backup End-User Portal.
  2. Click +Add Backup.
  3. Select the M365 tenant.
  4. Proceed directly with manual backup settings.
  5. Click the Click here to manage excluded accounts button.
  6. Select the mailbox and click +Add to backup.
  7. In the dialog box confirmation, ensure the OneDrive toggle is activated, then click Yes, continue.
  8. Once successful, the previously excluded OneDrive will show as Added in your backup settings.

How to back up other email apart from M365, Google Workspace, Gmail, or Hosted Exchange?

This option is only available when using the Backup Only license plan. Since the "Other" option will back up the mailbox via IMAP (which does not support journaling), this is unavailable when using the Backup + Archiver license.

  1. Log in to the portal for the tenant account.
  2. From the dashboard, click Add Backup.
  3. Click the Sign in with other → Other (Email only) tab.
  4. Enter the email account credentials.
  5. Click Start Backup.

Can I choose which emails are backup only and which are Backup+Archive?

No product capability allows a user to assign the backup type to specific users. Subscriptions are set up with the backup or Backup+Archive plan for ALL users added to the backup for that organization.

For the Backup+Archiving product type, how do I delete my archived mailbox?

You cannot delete email accounts only with Business Archive. You can only deactivate them. To do so, follow these steps:

  1. Log in to your dashboard.
  2. Select the archive mailbox you wish to deactivate.
    • Once you've deactivated the archive mailbox, SaaS Backup will not archive any new emails.
    • Only the administrator or super administrator will be allowed to access the deactivated mailbox. The user access for it will also be deactivated.
  3. Click the Deactivate button on the dashboard.
  4. Click Confirm. Your archived mailbox is now deactivated.

Once you deactivate an email address, you can always reactivate it later.

Email Questions

Why did I receive the notification email "backup of the above mailbox can continue if you free up some space or increase the quota on the mail-server side?"

NinjaOne sends this notification to alert you that your space on the Microsoft side of your mailbox has reached capacity; therefore, backups will stop. To alleviate this message, log in to the M365 portal and increase the storage space for the user or request that the user delete some items in their mailbox to make room for new items.

Why do I continue to get deactivated mailbox notifications long after I've deactivated the mailbox?

To change the frequency and cumulative count of deactivated mailbox emails, follow the steps below:

  1. Log in to the Partner Portal.
  2. Click the settings gear icon, then Notification Settings.
  3. Where you see mailbox deactivated, clear the checkbox next to get cumulative email count.
  4. You can also change the frequency of emails received from this page.

If you continue to receive these emails after modifying the frequency and deselecting get cumulative email count, Contact NinjaOne Support for further assistance.

Why am I receiving "undeliverable" emails?

Notifications that an email was undeliverable occur when the notification mailbox reaches capacity. A NinjaOne team member will remedy the issue as it arises. If you receive this email for an extended period of time, contact NinjaOne support for further investigation.

Why does it say "You have XX other accounts registered under this email" when I log in?

When you create an organization, you must set an email address as the owner. You may do this multiple times, so when you log in, you see this notification. To alleviate this error, reset your password for all of the organizations you wish to be able to directly log into and make sure it is identical for each password reset.

Why am I receiving an NDR (non-delivery report) email for the Backup Admin?

Microsoft API doesn't allow backup of group data like Shared Calendars and Shared Mailboxes, so we need to delegate permission to back them up and add the Backup Admin to all groups. There is no current alternative solution due to the limitations of the Microsoft API.

How can I view my email attachments?

You can view your attachments from the Email View or the Email Attachments dashboard. Our solution lists all your email attachments in a single folder, making browsing and searching easier.

Email View:

  1. Click View beside the email account where the attachment resides.
  2. Browse the emails or search for the email containing the attachment.
  3. Scroll to the bottom of the email to find the attachment.
  4. Click the attachment, and NinjaOne SaaS Backup will download it to the default download location of your browser.

Attachment View:

  1. Navigate to the Email Attachments dashboard.
  2. Search for the attachments using the search bar or browse through the list of attachments.
  3. Download the attachments by using the download button.

Who has access to my attachments?

Just like your emails, your attachments are safe. No one has access to your attachments unless you have explicitly given someone rights to the attachment.

How can I delete attachments?

NinjaOne SaaS Backup does not allow users to delete attachments, as we intend email backups to be immutable, and the integrity of your backups and archives should always be retained.

How can I search attachments?

  1. Navigate to the Email Attachments page. 
  2. Click the search box and type in a keyword. You can also filter the attachments based on their file type; select the file type from the drop-down
  3.  list.

Is it possible to ingest email messages from old archives?

Yes. NinjaOne SaaS Backup can ingest email data if you have the old archives in EML or PST format. Refer to NinjaOne SaaS Backup: Ingestion of email messages from old archives for instructions.

Is it possible to delete individual emails from the archive?

Once NinjaOne SaaS Backup has archived an email, you cannot delete it.

Data Protection Officers (Archiving + Backup Only) have access to delete messages that have been marked for deletion. They can add notes to messages marked for deletion for the Audit Log.

Why does the backup show more emails when fewer emails are in the mail server?

The number of emails or data size in backup isn't the ideal way to compare, as NinjaOne SaaS Backup compresses the backed-up data. When deletes occur on the mail server, NinjaOne SaaS Backup does not delete the backed-up emails.

Why do I continue to get deactivated mailbox notifications long after I deactivated the mailbox?

To change the frequency and cumulative count of deactivated mailbox emails, follow the steps below:

  1. Log in to the NinjaOne SaaS Backup Partner Portal.
  2. Click the Settings gear, then Notification Settings.
  3. Where you see mailbox deactivated, clear get cumulative email count.

You are also able to change the frequency of emails received from this page.

If you continue to receive these emails after modifying the frequency and unchecking the "get cumulative email count," Contact NinjaOne SaaS Backup support for further assistance.

Why did I receive the notification email backup of "the above mailbox can continue if you free up some space or increase the quota on the mail-server side"?

NinjaOne sends this notification to alert you that your space on the Microsoft side of your mailbox has reached capacity; therefore, backups will stop. To alleviate this message, log in to the M365 portal and increase the storage space for the user or request the user to delete some items in their mailbox to make room for new items.

Why does it say "You have XX other accounts registered under this email" when I log in?

When you create an organization, an email is required to be set as the owner. Oftentimes, this can occur multiple times, so when you log in, you see this notification. To alleviate this error, reset your password for all of the organizations you wish to be able to directly log in to and make sure it is identical for each password reset.

FAQ

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