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NinjaOne SaaS Backup: Organization Email Portal FAQ

  • Last Updated January 27, 2026

Topic

Frequently asked questions about the Organization Email Portal.

Environment

NinjaOne SaaS Backup 

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. It works with Microsoft 365 (Hosted Exchange, Groups, and Teams, SharePoint, and OneDrive), Gmail (including Calendars, Contacts, and Tasks), and other IMAP email servers. NinjaOne uses 256-bit (AES) encryption at rest and in transit, supporting multifactor authentication (MFA).

Index

Dashboard and Backup FAQ

How do I find the Count & List of Accounts / Sites Under Backup?

  1. Click the menu on the top right of the page.
  2. Click Account Settings.
  3. Click the Credentials tab to find the count and list of accounts per tenant.
  4. Click on the Used for # Accounts & # Sites for 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 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.

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

The PST will include the folder data. When you import the PST, you will be prompted. You will need to make sure you have “import items into same folder” selected. If the folder doesn’t exist, it will create it.

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

NinjaOne utilizes a single enterprise application for tenants, specifically listed as Email Backup.

Once the user authenticates this app, we create four tenant apps for backup; they should be listed as Backup Application XXXX.

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

All these 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 and Teams, etc. If you use their Office365 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 migration tool?

We don’t recommend using SaaS Backup for migration.

  • We can back up from one account and then restore to another individual account (within the same tenant). This can be considered a migration tool, but in reality, it is just 1 to 1 restore. This is different from a mass migration tool. Trying to migrate using our platform will take a lot of time and work.
  • We do not restore any configurations and settings. We only backup the data and restore the same to a different account. Traditionally, these large migration companies also migrate the configurations, mailbox settings, etc., which we do not do.

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. Our database is replicated across 2 AZs. If our primary AZ goes down, data will remain available on S3 and our 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 so backed-up data is ensured to be different across organizations; therefore, backed-up data cannot be moved from one organization to another.

For a mailbox to be added to a different organization other than the one it currently resides in, the mailbox will need to be purged, and the backup started from scratch in the target organization. The same is true for other backup types (OneDrive, SharePoint, etc.).

 

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

No, this is not possible. Please 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 other 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:

  • A request can be made to modify the mailbox from the old/current organization its added (only applies to mailboxes).
    • This will allow the mailbox to exist in the previous subscription and data will be retained for that mailbox in the event it needs to be accessed at a later date.
  • A request can be made to purge the mailbox so it can be added in the new organization.
    • Approval is required to complete a purge and confirmation of understanding must be provided.
    • Mailboxes will NOT be purged by a NinjaOne team member until adequate confirmation is received.

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

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

 

What is backed up in Groups & Teams?

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 checkmark refers to a Licensed Mailbox and a gray checkmark 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, you will be prompted. 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 Backup from the Organization Email 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 user(s) you wish to add and click Add to Backup at the bottom of the page.
    1. You will then be prompted to confirm the addition of the new account, where you can click Yes, Continue.
  3. If you've chosen "Add New Backup" you will be prompted to follow a specific set of instructions that differ between the options chosen.

Once users have been added to backup, you can visit the organization's home page and see "Added" beside the user(s) to verify they are added to backup.

How long is system status information retained on the Organization Email Portal?

The History (Backup / Restore / Migrate / Download) under System Status is available as long as the organization is active. It is purged only when the organization is deleted. 

If an organization is deactivated and the grace period (45 Days) is over, the organization enters a “Purge” state. At that time, the system status information is also purged. If the organization is reactivated during the grace period, then the organization then 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 the System Status on the left side and choose Backups.

Your archive will be shown there, and the status will be shown under 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, please 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 Email Portal?

To download a seat report in the Organization Email Portal, follow these steps:

  1. Log in to the Organization Email 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 is included in a SharePoint backup?

  • 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

SharePoint Page Libraries are NOT backed up.

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

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 the number of attachments in the email, the longer it takes for the initial archive to be completed.
  • Limitations imposed by the Microsoft Office365 API.
  • Bandwidth restriction on the mail server side.

What do I do if my login has been enabled but the link has expired?

If your login has been enabled by an administrator but the link has expired, please ask the administrator to re-enable your login. Once this is done, you will receive another email link.

Is OneDrive backup enabled by default?

Yes, OneDrive is included by default, but you can disable 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, at least one sub-product hasn’t been backed up. You can exclude OneDrive in these cases.

What if I change my mind after excluding OneDrive?

Use the “Remove from exclusion list” feature:

  1. Login to the Organization Email 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 ellipsis (three dots) menu next to it, and choose Remove from exclusion list.
  6. Remove exclusion performed per mailbox, meaning bulk actions are not supported.
  7. The system shows a remove exclusion pop-up confirmation. Select Remove all sub-products, then click Yes, continue.

Note: Remove exclusion performed per mailbox, meaning bulk actions are not supported.

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

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

  1. Login to the Organization Email Portal.
  2. Click +Add Backup.
  3. Select to the backed-up 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 pop-up confirmation, ensure the OneDrive toggle is enabled, then click Yes, continue.
  8. Once successful, the previously excluded OneDrive will show as Added in your backup settings.

How to backup 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. Login to the portal for the tenant account.
  2. Under Dashboard, click on Add Backup.
  3. Click sign in with other > Other (Email only) tab.
  4. Enter the email account credentials, which are email address, username(optional), and password.
  5. Click on Start Backup.

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

There is no product capability that allows a user to assign the backup type to specific users. Subscriptions are set up with the backup or Backup+Archive plan that is 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 for Business Archive. You can only deactivate it:

  1. Log in to your dashboard. 
  2. Select the archive mailbox you wish to deactivate.
    • Once your archived mailbox is deactivated no new emails will be archived in it. 
    • Only the admin or super admin will be allowed to access the deactivated mailbox. The user access for it will also be disabled.
  3. Click on the Deactivate button on the dashboard.
  4. Click Confirm.
    Your archived mailbox will then be deactivated.

Please note that once you deactivate an email address, you can reactivate it later.

Email FAQ

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?"

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

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

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

  1. Login to the Partner Portal.
  2. On the left side of the page, click the Settings gear icon, then Notification Settings.
  3. Where you see "mailbox deactivated," uncheck "get cumulative email count."
  4. 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," please reach out to 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, please contact NinjaOne support for further investigation.


Why does it say "You have XX other account(s) registered under this email" when I login?

When an organization is created, an email is required to be set as the owner. Often, this is done multiple times, so when you go to log in you see this notification. To alleviate this error, please 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.

Why am I receiving 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 limitation 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 under 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 down the email to find the attachment at the bottom.
  4. Click on it, and it will be downloaded to your computer to the default download location of your browser.

Attachment View: 

  1. Go to the Email Attachments dashboard.
  2. Search for the attachment(s) using the search bar or browse through the list of attachments.
  3. Download the attachment 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? 

We do not allow users to delete attachments, as emails are meant to be immutable, and the integrity of your backups/archives should always be retained. 

How can I search attachments?

  1. Go to the Email Attachments tab page (left side of the screen in the end user portal).
  2. Click on the search box and type in the keyword. You can also filter the attachments based on their file type, just select the file type from the dropdown list.

Is it possible to ingest email messages from old archives?

Yes. Email data can be ingested 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 the email is backed up, you cannot delete it. 

Data Protection Officers (Archiving + Backup Only) have the 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 under the mail server?

The number of emails or data size under backup isn't the ideal way to compare, as the backed-up data is compressed. When emails are deleted from the mail server, they are not deleted in the backup.

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

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

  1. Login to the Partner Portal
  2. On the left side of the page, click the Settings gear, then Notification Settings
  3.  Where you see "mailbox deactivated," uncheck "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," please reach out to NinjaOne 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"?

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

Why does it say "You have XX other account(s) registered under this email" when I login?

When an organization is created, an email is required to be set as the owner. Oftentimes, this is done multiple times, so when you go to log in, you see this notification. To alleviate this error, please 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

Next Steps