Recovery Group Status Shows “Pending” After User Login
KNOWN ISSUE — PreVeil Support Knowledge Base Recovery Group Status Shows “Pending” After User Login Affected: Admin Console · Recovery Groups · User Management Status: ● Fix In Progress |  |
| OVERVIEW |
Administrators may notice that users assigned to a Recovery Group (RG) continue to display a “Pending” status in the Admin Console even after logging in and rotating their encryption key. This is a known issue with the front-end display. A prolonged “Pending” status does not necessarily mean the Recovery Group has not been applied, but it also cannot be assumed that it has. The only way to confirm the actual state is to contact PreVeil Support.
| ℹ️ Important Notice — Known Issue PreVeil engineering is actively working on a fix for this display issue. If you are seeing a prolonged “Pending” status, please file a support ticket so our team can read the data and confirm the actual state of your users’ Recovery Group assignments. |
| WHAT YOU MAY SEE |
User is assigned to a Recovery Group and shown as active.
User logs in to PreVeil and rotates their key to pick up the new group assignment, but the status doesn’t change.
Admin Console still shows the Recovery Group status as “Pending” even after refreshing.
| ROOT CAUSE |
This issue is most commonly triggered when multiple changes are made to a Recovery Group configuration in a short period of time. A backlog of queued operations causes the front-end status indicator to fall out of sync with the true backend state.
| ⚠️ Best Practice: Avoid Frequent Recovery Group Changes Rapid or repeated changes to Recovery Group membership increase the likelihood of triggering this bug. To minimize risk:
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| WHAT “PENDING” ACTUALLY MEANS |
| ℹ️ Do Not Assume — Verify With Support A prolonged “Pending” status does not necessarily mean the Recovery Group assignment has failed, but it cannot be assumed to be applied either. PreVeil Support can read the backend data directly and give you a definitive answer. Please file a ticket rather than making assumptions based on the display alone. |
| HOW TO VERIFY THE ACTUAL RECOVERY GROUP STATE |
Contact PreVeil Support to verify a user’s actual Recovery Group state. Our team can confirm on the backend whether the assignment has been correctly applied.
Submit a ticket at support.preveil.com
Include the email addresses of the affected users.
A support engineer will confirm whether the RG is applied as “True” on the backend.
| FIX TIMELINE |
An updated build resolving this front-end display issue is expected shortly. Once deployed, the Admin Console will correctly reflect Recovery Group status with no action required from administrators or users. This article will be updated when the fix is live.
| FREQUENTLY ASKED QUESTIONS |
Question | Answer |
Does “Pending” mean the RG failed? | Not necessarily — but it cannot be assumed to be applied either. File a support ticket and our team will read the data and confirm the actual state. |
Is there a risk to my users? | Potentially. Do not assume the RG is applied based on the display alone. Contact PreVeil Support to verify. |
Why does this happen? | Rapid RG changes can create a backlog of queued operations, causing the front-end display to fall out of sync with the actual state. |
How can I confirm the real state? | File a support ticket at support.preveil.com. Our team will read the backend data and give you a definitive answer. |
When will it be fixed? | A fix is actively in progress. An updated build is expected soon. |
PreVeil Support Knowledge Base · support.preveil.com · This article will be updated when the fix is released.