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This guide shows MSP staff how to reveal a credential handoff, download a secure file, and deal with submissions that were already used or have expired. Clients submit through credential handoff and file uploads. They never see these retrieval controls.

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Before you start

  • You need onboarding write access (write_settings_onboarding) and an active subscription.
  • Each submission can be retrieved once. Reveal & Delete and Download & Destroy permanently delete the stored copy, so be ready to save what you get.
  • Submissions are encrypted with AES-256-GCM and expire 30 days after the client sends them.
  • Have the place ready where you will keep the information, such as your password manager or documentation system.

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Find the submission

1

Open the project

Go to Projects, choose Project category > Onboarding projects, and open the project.
2

Open the task

Go to Project Plan > Tasks and open the credential or secure-file task. If the project has more than one portal, pick the right one with Portal: first.
The task details show the submission and its controls. In the earlier company workspace, open the company’s Onboarding tab, choose the portal, and open the task under Tasks.

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Reveal a credential handoff

1

Check the submission

Check the Pending Reveal status, the person who sent it, the date, and the expiry. A Bulk submission may say Includes file with a filename.
2

Get ready to save it

Open the place where you will store the credentials. A reveal is not a preview. It uses up the one retrieval.
3

Reveal

Select Reveal Credentials. Read the confirmation, then select Reveal & Delete. Select Cancel to close it without revealing.
4

Copy what you need

For a Single submission, use the copy button on each field. Use the show and hide control for the password and API key. For a Bulk submission, select Copy All for the text, and Download for an attached file. Do this while the details are on screen.
After the reveal, the details show for 5 minutes, then hide on their own. The encrypted copy is already deleted. Refreshing or reopening the task does not bring them back, so save what you need right away.

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Download a secure file

1

Find the file

Open the Secure File Drop task and find the filename.
2

Start the download

Select Download Once.
3

Confirm

In Download Secure File, check the filename and task. Select Download & Destroy to download, or Cancel to leave it waiting.
4

Check your browser

Confirm your browser saved the file where you expect.
The file is marked Downloaded when the portal sends it, before your browser finishes saving it. If your browser blocks the download or the transfer stops, check your downloads and ask the client for a replacement.

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Upload a file on an MSP-owned task

An MSP-owned Secure File Drop task can show Upload Secure File in its details. Choose a file up to 10MB and the upload starts at once. It has no confirmation step like the client’s Encrypt & Upload. Wait for the filename to appear. This control is for your own work. It does not change who owns the client’s request.

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Understand the statuses

If a credential submission is wrong, already revealed, or expired, create a new credential handoff task and ask the client to submit again. The original task cannot be edited or resubmitted. For a missing or expired secure file, create a new upload request.

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Troubleshooting

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Frequently asked questions

No. Check the status and submission details instead. Reveal & Delete returns the contents and uses up the retrieval.
No. A pending submission can be retrieved once. After it shows Revealed, nobody can retrieve it again.
Yes. Select Cancel before Reveal & Delete or Download & Destroy. Closing the confirmation does not use up the submission.
No. It records that the portal sent it. Confirm your browser saved it.
No. Create a new handoff task and ask the client to submit the correction there.
No. Your upload starts when you choose the file. The client’s Encrypt & Upload confirmation is separate.