I’m getting a “Pending Encryption” message in Outlook

If the message “XQ Outlook Enterprise is working on your request” doesn’t go away, wait a few minutes first. Large messages and attachments can take longer than usual. If it’s still there, XQ usually can’t store the encrypted message. What to check depends on how your organization offloads email.

If your organization uses SharePoint offloading (recommended)

1. In Entra, open the offloading app registration and check that its certificate hasn’t expired (Certificates & secrets).
2. Check that the app still has access to the site. Run the site permission script again with "Action": "Grant". See Step 6.
3. In the XQ Management Portal, open Security and check that Vault Sharing & Offloading is enabled, with the right site URL, Tenant ID and Client ID.

See the troubleshooting section of the setup guide for more.

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If users offload to their own OneDrive

Follow these steps to grant admin consent for XQ Cloud Link – Azure:

1. Log into entra.microsoft.com.
2. Click on Applications and Enterprise Applications.
3. Select XQ Cloud Link – Azure.
4. Click on Permissions and then Grant admin consent.

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If it’s still stuck

1. Close and reopen Outlook (or refresh Outlook on the web), then send the message again.
2. Sign out of the XQ add-in and sign back in, and check that you’re signed in to the right team. See Implications if you are part of multiple teams.
3. Check that your network allows XQ’s domains. See I can’t use the Magic Link or Login with SSO.
4. Clear the add-in’s cache and try again.
5. If none of these work, contact support. Include the time you sent the message, the number of recipients, the size of any attachments, and a screenshot.