
Support
Support
Get answers to the most common questions here
Our knowledge base can be searched and filtered by using the form below.
For assistance please email support.
Support Hours – M-F 9am-6pm Eastern.
Response times may vary but is typically within 10 minutes of email receipt.
Account Settings Video Tutorial
An employee has left the company and we want to remove their account or old emails from the archive system.
Dashboard Video Tutorial
Folders Video Tutorial
Groups Video Tutorial
How do I add a new Administrator?
- Go to the Users tab.
- Click on the Add New User button under the column header Users.
- On the box that pops up you should enter the User’s name and their email address.
- If you don’t see the domain for their email address in the drop-down menu of available domains, you can click on the Add New Domain link to add the domain name.
- Click "Next"
- In "Step 2: Setup Permissions" choose Account Administrator.
- Assign a login name and password for the new Administrator.
- Click "Add" to finish.
- You can have multiple Administrators on your account.
How do I add a new Reviewer?
-
- Go to the Users tab.
- Click on the Add New User button under the column header Users.
- On the box that pops up, you should enter the User’s name and their email address.
- If you don’t see the domain for their email address in the drop-down menu of available domains, you can click on the Add New Domain link to add the domain name.
- Click "Next"
- In "Step 2: Setup Permissions" choose Reviewer.
- Assign a login name and password for the new Reviewer.
- Click "Add" to finish.
- You will then want to open that User's account in the User tab.
- Then click on Edit.
- Then under the Group tab you can drag the Group(s) under the "Group Reviewer" section to make this user a Group Reviewer for that Group or Groups. In the example below, the user is a member of the Accounts Receivable group and is a reviewer for the San Diego Office.

How do I add groups?
- Click on the Groups tab.
- Click on the Add New Group button (below the title Groups).
- You will then see two tabs – Information and Users
- In the Information tab, choose a Name for your new Group.
- If applicable, drag surveillance policies from the Active Policies column to the Assigned Policies column.
- Click the Save button at the bottom of the section.
- Next, go to the User section of MessageWatcher, then click on the Group that you just added.
- Put checkmarks in the boxes next to the names of the people that you want in this new Group then click on Add to Group
How do I add Instagram archiving to my account?
- https://help.instagram.com/502981923235522
- Link your Instagram account to your Facebook business page. More on that can be found here – https://help.instagram.com/176235449218188
How do I add users?
-
- Go to the Users tab.
- Click on the Add New User button under the column header Users.
- On the box that pops up you should enter the User’s name and their email address.
- If you don’t see the domain for their email address in the drop-down menu of available domains, you can click on the Add New Domain link to add the domain name.
- Step 2 lets you choose the new user’s permission level, please see the table below to learn about the different permission levels.

How do I archive Instagram Stories?


How do I archive only specific user accounts if I am using G Suite?

How do I assign policies so content starts getting flagged?


How do I authorize MessageWatcher to archive my YouTube content?
- Click on the Users tab
- Click on the YouTube in the list of groups of users
- Click on the User's name
- Click on the YouTube tab which is to the right portion of the tabs
- Select the “YouTube Authorization” link to start the authorization process. Please note that you will be asked to log onto the Google/YouTube account that manages your channel. MessageWatcher does not store your Google account logon information.



How do I change my LDAP group that users are synchronized with?
Please contact MessageWatcher customer support.
How do I change my POP journal settings?
How do I convert files that I have downloaded from the archive to Outlook PST format?
How do I create a folder and add emails into a folder?
- Along the left menu bar click on Folders –
- Click on the Add New Folder button toward the top of the page.
- Choose a name for this folder (do not user a folder name that already exists).
- Place restrictions on the level of user who can access your folder.
- Choose the types of activities users who can access the folder can do. For instance, the first check box lets you determine if users can delete this new folder.
- Hit the Add button to finish.
- To move emails, tweets, web pages, etc. into a folder, you can click on the folder icon at the bottom of the message viewing box.
- To move multiple files to a folder at one time you can go to the Search tab, run your search then check the boxes by the messages you would like to move. Or you can click the box above the checkboxes to highlight all of your search results. Next hit the Add To Folder button. See steps below.
How do I create policies?
- Choose Policies from the left menu.
- Click on the Add New Policy
- Choose a name for your new Policy and type it in the Policy Name
- Choose which type of policy this new policy will be from the available list
- Standard Policy
- Sender Domain Policy – flags content sent from specific domains, for instance, any email from SEC.gov
- Recipient Domain Policy – flags content sent to a domain, for example, any message sent to NCAA.org would get flagged as policy violations.
- Sender And Recipient Domain Policy – flags content to or from domains that you name, for instance any email to or from FBI.gov would get flagged as policy violations.
- Encrypted Password Protection Policy – flags emails with password protected or encrypted files.
- Attachment Policy – flags messages with attachments. An example of when this would be useful is if you wanted to use a policy to monitor specific users to make sure they were not sending confidential files to their personal email account.
- Whitelist Sender Email Policy – this policy type lets you create a list of senders for whom you do not want to flag email. For instance, newsletter@vanguard.com
- Whitelist Sender Domain Policy – with this policy you can create a list of domains from which you do not want to flag emails. An example might be, amazon.com
- Website Modified Policy – this policy type allows you to flag an instance when one of your web pages is changed, added, or removed.
- Website External Policy – with this policy type enabled you will flag any web page that has a link to an external website.
- Website Mandatory URL Policy – this policy type is useful if you are required to have a link to FINRA.org, SEC.gov or any other link on your website. MessageWatcher can flag web pages that do not have the link that they should have.
- Machine Learning Policy – this policy type is used if you are using our optional Machine Learning service which helps look at things like, employee sentiment, possible theft, unusual activity, off-hours activity and more.
- You can choose to duplicate an existing policy by choosing it from the drop down list under Copy Existing Rules if it will save you time or you can leave it as the default of Do Not Duplicate which means the new policy will not have any rules in it until you add rules to the policy.
- Under the Message Nature title, you can choose which types of communication you want to flag when rules in this new policy are violated. Inbound refers to messages coming in from outside servers or users, Internal is communication between your users and Outbound is communication from your users to outside domains.
- Click on the box next to Email Notification if you would like to be notified when there is a policy violation for this new policy.
- In the Additional Notification Address(es) box you can type the email addresses of others that you would like to have receive a notification anytime this policy is violated.

How do I delete a user or group from the MessageWatcher system?
For compliance reasons, you cannot delete any item within the archive system. However, you can set the user account to “Inactive” status by editing the user account. Select the “Users” icon from the menu bar and select the user account. Next, set the radio button for “Is Active” to “No” and click “Save”.
How do I disable a rule?
- Click on the Policies tab
- Choose the policy with the rule that you would like to disable
- Click on the Rules tab.
- Find the rule (the word or phrase) then click the green Active button to the left of the rule to be given the choice of disabling that rule.

How do I export or download content?
- Go to the Search
- Enter a date range and any other criteria that you have for the export.
- At the bottom of the column with the search criteria you will see Export Only Options
- Choose Outlook PST if you would like to be able to open or deliver the export in a format that can be opened in Microsoft Outlook.
- Choose EML if you would like to export the data in a .eml format. This is the preferred export format for attorneys.
- The exports will then show up in the Exports section of your MessageWatcher portal.

How do I find changes to a website
To see the specific pages that have changed, you can run the report Website Page Report for the date range in question (like the last 3 months). This will show only the pages that have changed.



How do I find my RingCentral messages, call logs, faxes and voicemail messages?
RingCentral messages can be easily searched, viewed or downloaded in the MessageWatcher portal. These messages include call log detail showing in/outbound calls from each phone, SMS messages sent/received by each phone, incoming and outgoings faxes and audio voice-mail recordings from each phone. RingCentral messages are integrated into your compliance portal so you have a single interface to review all electronic communications for your firm.
To search for your RingCentral text messages (SMS), faxes, voicemails, and/or call logs you can go the Search tab, choose your date range from the date range calendar boxes, or you can type in the dates, then in the Message Type dropdown box choose "RingCentral". Then click on the "Run" button above and to the right of the date boxes.

How do I find my RingCentral settings?


How do I find the lists of words and phrases that get flagged?


How do I get my personal LinkedIn content archived?
- Contact support@messagewatcher.com to signup LinkedIn personal archiving reminders.
- Once that is service is setup for your account you will receive a Reminder email from MessageWatcher with information on how to get your personal LinkedIn content archived but we have included information and screenshots to help if those instructions are not clear.
- Sign into your LinkedIn account.
- Go to the LinkedIn site to request your data: https://www.linkedin.com/psettings/member-data
- Select the "Download Larger data archive..." option, then click “Request Archive”

-
-
- LinkedIn will email you within 24-48 hours when the download is ready. The email will come from the following email address: messages-noreply@linkedin.com. The subject of the email will be something like "Your full LinkedIn data archive is ready!" However, if you don’t receive the email, you can go back to their site and check the status on the following page: https://www.linkedin.com/psettings/member-data
-

-
-
- LinkedIn will send you the email notification to the address you use to sign into your LinkedIn account. The email will have a link that will take you to a LinkedIn web page.
- The link to download your data will be shown on the page when it is ready to download. The download will be in a ZIP file which you will then email to MessageWatcher at the destination email given to you by MessageWatcher in the Reminder email. That destination email will end in @messagewatcher.net.
- When you forward the ZIP file to that unique email address please be sure to send it from the email address that we archive for you so our system recognizes that you sent in your data successfully.
-
How do I import a MessageWatcher export into Outlook?






How do I import old emails into the email archive?
Please contact us for this optional service. Messages can be imported into the MessageWatcher archive using many standard formats (Outlook PST files or EML files). This is a fee-based service.
How do I log into MessageWatcher?
- 1-3 days after you signed up for the MessageWatcher service you received a welcome email with a link to your online MessageWatcher portal.
- If you read through that email you will see a link to your portal, along with your username, password and a link to an online tutorial.

How do I prevent a disclaimer from causing policy violations?
- Click on the Policies tab
- Choose the Policy (group of rules) that contains the rule causing the word or phrase in the disclaimer to get flagged. That is, if want to exclude "warning" from getting flagged in your MessageWatcher portal then in this step you will want to choose the Policy that contains "warning" as a rule.
- Click on the Rules tab
- Click on the “+ Add Rule” button
- Name your new rule
- Choose “(-) Exclude” from the Rule Modifier dropdown menu
- In the Rule Phrase box paste the relevant portion of the disclaimer, be sure to include the word(s) that were violated. We recommend adding a few words before and after the violated phrase to be sure it will only exclude your disclaimer.
- Click on the Add button

How do I reduce the number of false positive policy violations?


How do I remove journaling for Microsoft 365 ?





How do I remove the journaling rule for Google Workspace?




How do I retrieve an email from the archive to give to a user or my legal counsel?
You can retrieve any email from the system by performing a search within MessageWatcher. Select the “Search” menu bar item, enter your criteria for finding messages, then select the “Search” button. The messages will be displayed in your browser. By selecting any of the items, you can print, reply, forward, or download to your desktop. Note: downloaded messages are saved in EML format which is the “raw” or original format of the email as it was received from your server. This EML format usually requires conversion before it can be displayed in an email client, such as Outlook.
How do I review policy violations?
- Along the left menu click on the Flag icon (Message Review)
- See Message Review section in the main body of this reference.
- You can then click on the messages to view the message content.
- When viewing the item the gray box at the top will indicate which policy and which rule caused the violation (flag).
- If you click on the down arrow at the far right of the gray Policy Violation box it will display the violation with 5-10 words before and after the rule violation to show you the context of the issue. This will hopefully save you time in reviewing your policy violations.
- Policy violations will also be highlighted in light blue throughout the message if you would like to read through the entire message.
How do I review the emails that are archived?
How do I search for email?
- Go to the Dashboard by clicking on Dashboard link in the upper left of the screen.
- Scroll to the bottom of the right section of the page then click on Mail
- Or, go to the Search
- Enter a date range and any other criteria that you have.
- In the Message Type dropdown menu choose Mail.

How do I search for Facebook content?
- Go to the Dashboard
- Scroll to the bottom of the right section of the page then click on Facebook
- Or, go to the Search
- Enter a date range and any other criteria that you have
- In the Message Type dropdown menu choose Facebook.
How do I search for Instagram content?
- Click on the Search option
- Choose your date range
- Choose Facebook / Instagram from the Message Type dropdown menu


How do I search for LinkedIn content?
- Go to the Dashboard
- Scroll to the bottom of the right section of the page then click on LinkedIn
- Or, go to the Search
- Enter a date range and any other criteria that you have.
- In the Message Type dropdown menu choose LinkedIn.
How do I search for Twitter content?
- Go to the Dashboard
- Scroll to the bottom of the right section of the page then click on Twitter
- Or, go to the Search
- Enter a date range and any other criteria that you have.
- In the Message Type dropdown menu choose Twitter.
How do I search for web pages?
- Go to the Dashboard
- Scroll to the bottom of the right section of the page then click on Website
- Or, go to the Search
- Enter a date range and any other criteria that you have.
- In the Message Type dropdown menu choose Website.
How do I setup Random Review?
How do I update my Password?

How do I verify that MessageWatcher is archiving my content?
- Log into your MessageWatcher portal.
- One way is to go the Dashboard then go to the bottom left and click on All Messages
- Or, along the left side of the screen you will see a magnifying glass / Search button, click on that.
- In the Filter column/box, choose your date range.
- Scroll down then in the Message Type box choose which type of content you would like to search for or All Message Types

How to manage Zoom phones with MessageWatcher integration


I am new to MessageWatcher and don’t have a logon to the MessageWatcher service. How can I gain access to the system?
I am unable to create more Exports.
- Click on the Exports tab
- Highlight one or more previous exports.
- Click on the delete (trash can) icon to remove that export file.

I changed email hosting providers; do I need to change anything to keep archiving my email?
I don't see any results when I search.
- Make sure your search criteria match what you are looking for
- In the Addresses box (Search by Address) checking the AND button means the emails comes from AND goes to the same sender or senders which occurs much less frequently.
- Did you reauthorize your social media accounts when you received a request to do so?
- If none of the above help please contact Support@MessageWatcher.com so we can make sure your account is configured correctly.
I forgot my password
- When you go to your login page you will see a Forgot Password Click on that.
- Type in your email address then hit the Send New Password button
- Since the email goes out right away please check your spam filter for an email from no-reply@messagewatcher.com then please whitelist this email address.
- If the message is not in your spam filter please email support@messagewatcher.com to request a password reset.

I have forgotten my user name or password for the MessageWatcher archive portal. How can I reset it?
I used the password reset link in my MessageWatcher portal but did not receive a way to reset my password.
Please allow up to 2 minutes. Also, please verify that your spam filter whitelist settings have no-reply@messagewatcher.com as an approved email address. This is the address MessageWatcher’s password reset emails come from.
Login Video Tutorial
MessageWatcher is not archiving LinkedIn, Facebook, Twitter, email, or a website for my account.
- Did you request the service on your initial order form, send an email to request the service, or use the https://MessageWatcher.com/addservices to let us know you wanted this archived?
- Did you reauthorize the archiving of this service when a reauthorization request was sent? Social media platforms require reauthorization so services can’t access your content indefinitely.
- If yes to both of the questions above please email support@messagewatcher.com with details.
New User Tutorial
Policies Video Tutorial
Random Review Video Tutorial
Reports Video Tutorial
Search Video Tutorial
The policy violations are not getting flagged.
- Verify that you applied that policy to the Group(s) that need to be monitored by clicking on the Groups button, click on the Group that should have the policy applied to it, then you can drag policies from the Available Polices which are not being used, to the Assigned Policies column. The Assigned Polices are active for that Group. Then scroll down and click on the Save button.
- Make sure you created the policy and the rules in that policy – Along the left side of the screen click on Policies, choose the policy name, click on the Rules tab to see the list of rules. You can use the "+ Add Rule" button if you would like to add a Rule.
- Click on Policies along the left then choose the Policy you are interested in looking at. Next, under the Information tab look at the Message Nature section to make sure you are setup to look at what you want, like Inbound, Outbound, etc. Then click on the Save button.
Users Video Tutorial
We just hired a new employee. What steps are required to start archiving their emails?
Websites Video Tutorial
What is my URL to logon to the MessageWatcher email archive system?
What is the largest size email that can be archived?
Zoom Installation and Authorization for MessageWatcher



Zoom Phone Integration Usage


Zoom Uninstall/De-Authorization for MessageWatcher

