Issues During Supplemental-to-Gateway Policy Upgrade

The Upgrade Banner Is Missing

Confirm that the organization is in Supplemental mode, the business has an Advantage-capable license, and you are signed in as Admin or Super Admin.

The Wizard Shows a Loading State

The wizard fetches existing policy settings before displaying the configurable steps. If loading does not complete, refresh the page and retry. If the issue persists, contact support.

The Wizard Shows an Error While Loading Policy

The wizard could not fetch existing policy settings. Do not proceed until the current policy can be loaded, because the upgrade depends on the existing settings being available for review and mapping.

Upgrade Is In Progress and Policy Edits Are Disabled

This is expected. Policy edits are blocked during the transition to prevent partial or conflicting policy updates. Wait for the upgrade to complete.

Upgrade Failed

Policy edits remain disabled while the failure is reviewed. Message processing is expected to continue using the pre-upgrade policy configuration, but administrators should contact support before making further changes.

A Domain Still Shows Supplemental Mail Flow After Upgrade

This can be expected. The policy upgrade enables the organization for Gateway policy behavior, but existing domains may remain in Supplemental mail flow mode until an administrator changes their domain mail flow mode.