Secure Messaging

Learning Center

Back to top

Search Results

Account Management

This page includes answers to common FAQs around managing your Secure Messaging account. If your question is not answered here, try reviewing the documentation available on this site. If your question is still unanswered, please contact your administrator or contact Secure Messaging support: wilson@secure-messaging.com.


Why did I receive a “Notification Message”? What is this?

If you’ve received an invitation or a notification message, it’s because someone you know has sent you a secure message. The Secure Messaging Platform is more secure, more flexible, and more robust than basic email.

Secure email messaging is easy to get started with, and reading your secure messages doesn’t cost anything. Go back to the notification message in your basic email inbox and follow the links in the message. You’ll be set up and ready to go in no time.

For more information, please see the Secure Webmail Portal Overview (opens in new window).

Top


I didn’t get the invitation email

Occasionally, invites get mislabeled as spam, so the first thing to do is check your spam folder. If the invite is not there and you are expecting an invitation but have yet to receive it, please contact your organization’s IT administrator or the person from whom you were expecting the invitation.

Top


I haven’t received my registration confirmation message

If you have not received your registration confirmation message, check your spam or junk mail folder in your basic email account. Some mail clients incorrectly label this verification email as spam. If you are still not receiving your registration confirmation message, please contact your administrator for additional assistance.

Top


Can I continue to use my existing email address?

The Secure Messaging platform allows you to continue using your existing:

  • Email address
  • Email address aliases
  • Email program (Outlook, Gmail, etc.) on any device (iPhone, Android, Blackberry, etc.)
  • Server infrastructure (Microsoft Exchange, Microsoft Office 365, Google Apps for Work, Zimbra, Lotus Domino, etc.)

You can also continue to send and receive basic email messages using the same email address. With the Outlook add-in installed, Secure Messaging adds a New Secure option on the toolbar next to the existing New and New Items options. You simply select between New or New Secure depending on your needs.

If you use an email program for which there is no Secure Messaging app, you still have full access to all of your secure messages using the Secure Messaging web app.

Minimum System Requirements

All you need is an up-to-date web browser, an internet connection, and an existing email address.

Secure Messaging webapp:

  • Firefox 33+
  • Internet Explorer 11 with TLS 1.0 enabled
  • Safari 5.17+
  • Google Chrome 39+

Secure Messaging Outlook add-in:

  • Microsoft Windows 7/8/10+
  • MS .NET Framework 4.0+ (installed automatically)
  • Microsoft Office 2007, 2010, 2013 and 2016 / Office 365 with the latest service packs installed

Secure Messaging desktop agents:

  • Microsoft Windows 7/8/10+
  • MS .NET Framework 4.0+ (installed automatically)
  • Apple OSX 10.6+

Secure Messaging Google Chrome extension:

  • Chrome 39.0+

Secure Messaging Mac app:

  • Yosemite+

Secure Messaging Office 365 webapp:

  • Internet Explorer 11 with TLS 1.0 enabled

Secure Messaging for mobile:

  • iOS: 7+
  • Android: 4+
  • Windows phone: 8+
  • Blackberry: 10+

Top


I can’t register with my email address.

The first thing to do is confirm that you are entering the correct email address. Invitations are tied to a specific basic email account. Only invited email accounts can be used to register.

To confirm this, go back to the basic email account where you received the invitation, and check the delivery options to find out what email address was invited. Try to register again using this email address.

Another possible explanation is that you may have one or more email aliases. To find out more about aliases, and how they work with secure messaging, see configuring email aliases.

Top


Why has my secure session expired?

If you get the error message that your secure session has expired, or you get automatically re-directed to the login screen when trying to access a secure message on a browser, mobile or tablet device, there are a few possible explanations. If this happens to you, Secure Messaging is shutting down to prevent a security breach of your data:

  1. If you leave the Secure Messaging interface inactive for more than an hour, your session will expire. This is a security feature to prevent someone from accessing your secure account if you forget to log out.NOTE: This will only happen if you don’t perform any action in Secure Messaging for one hour. Any time you click on a message or do any other action, the time resets back to zero.NOTE: The session time is configurable by your administrator, so it could be shorter or longer than an hour depending on your organization’s standards or industry regulations (e.g. HIPAA mandates 30-minute
    sessions).
  2. If your IP address changes often, your secure session will expire immediately. For security reasons, Secure Messaging, especially on mobile & tablet devices, requires that your IP address not change during a secure session. This prevents hijackers from sniffing your browsing activity, copying the URL with the security token, and being able to login to the secure account without providing proper credentials.
  3. If your network is set up in a way that causes your IP address to shift, such as load balancing two or more internet connections, you will need to configure your system to allow HTTPS.
  4. If you are on a mobile device and your session expires right after logging in, ensure that your web browser is set to accept cookies, and that ‘Private Browsing’ is disabled.
  5. If you are on a PC or Mac and your session expires right after logging in, ensure that your web browser is set to accept cookies. Internet Explorer users, please do not use the Chrome Frame plug-in for Internet Explorer.
  6. Finally, we have previously seen instances where spyware or malware installed on a PC can interrupt the secure connection to our service, which causes our servers to terminate the connection in order to prevent a security breach. Clearing your system of any possible malware may also solve the problem.

Top


How can I recover or reset my password?

Follow these quick and easy steps to reset your password. Alternatively, your administrator can request a password reset action on your behalf.

  1. Find any secure message notification in your basic email inbox and click the secure link to launch the Secure Messaging web app.
  2. On the login page where you normally enter your email address and password, click the Forgot? prompt in the Password field.
  3. On the page that opens asking you to enter your email address, enter your email address and click Submit.
  4. A dialogue box will appear informing you that a password reset link has been sent to your email account. (NOTE: this link will expire after a set period, usually four hours or at a time set by your portal admin) Go to your basic email inbox and open the email notification.
  5. Click the link in the email, follow the instructions to enter a new password, and click Reset Password.
  6. Your password is now reset and you will be redirected to the login page where you will be able to log in with your new password.

NOTE: Only you can choose a password, and you must validate that you own the email address by clicking the validation link. While an administration can trigger the password reset on your behalf, for security reasons they cannot assign a new password to your account.

Top


What does the Forget me option do?

In the settings menu on the Secure Messaging Platform web app is an option to Forget me. Clicking this will launch a prompt asking you to confirm that you wish to be logged out of the Secure Messaging webapp on the device you’re using. Click Yes to confirm.

NOTE: This will not log you out of your organization’s network environment.

Top


What happens when someone replies to a secure message notification?

Sometimes, new users reply to secure message invitations or notification messages, which are sent using basic email. When this happens, the reply to the secure message notification is not sent back to the original sender as intended.

Most users that are replying to secure message notifications are unaware that they are doing so. For this reason, when a user replies to it, the initial sender’s email address is automatically changed to a default “do not reply” email address.

When a secure message is sent to the default “do not reply” email address, the system automatically notifies the recipient back with a generic message that their reply did not make it to the intended recipients.

If a user is intent on replying to a secure invitation or notification message, he or she may do so by changing the email address back to the initial sender’s email address. The purpose of this safeguard is only to prevent accidental replies, not intentional ones.

Top


What happens when I send a secure message that includes unregistered recipients?

If you are a professional user and send a secure message that includes unregistered recipients, a “New user detected” window will appear with an invite prompt. If you agree, the unregistered recipients will be sent an invitation to register as a guest. Once they have registered and been authenticated, they will then be able to access the contents of the secure message. (Guest users cannot send invitations to create accounts.)

Top


I can’t access a secure message from a group email

For security reasons, the Secure Messaging Platform Outlook add-in will only allow you to view a secure message if you have the corresponding account set up as an email account in your local Outlook profile. To resolve this, we recommend contacting the sender and asking them to resend the secure message to each individual recipient, rather than to a group address.

Top


Can I unsubscribe from Secure Messaging?

Secure Messaging is not a distribution list, nor is it used for advertising. If you receive a notification to a secure message, it contains personal information that should be reviewed.

To stop receiving notifications of secure messages, please send an email to support@secure-messaging.com requesting to be removed from further notifications. Please specify the name of the Secure Messaging platform (the organization’s name) and the email address you wish to unsubscribe. Please note that without the organization’s name we will be unable to remove you from their Secure Messaging portal.

NOTE: By electing to unsubscribe and stop receiving secure message notifications, this will also revoke your access to all secure messages you have received to date.

Your satisfaction is very important to us and your request will be acted upon within 1 hour between 9:00 am and 9:00 pm EST.

Top


Migrating to a new email address

If you or your organization are changing or updating email addresses (such as changing the domain of your organization, or if your last name has changed), the following steps below will take you through the procedure to update your Secure Messaging account. Although it looks like there are a large number of steps, this process is quick and easy. All the information you need is your old email address and your new email address. If using Outlook, make sure that your new address is configured and working correctly in Outlook before proceeding with the steps below.

  1. Upgrade to the latest version of the Secure Messaging Outlook add-in: go to the Secure Messaging tab (at the top of Outlook), click Check for Updates and install the latest update.(Disregard this step if you are not using Outlook.) Full instructions on updating the add-in here provided on the Outlook Add-in page.
  2. Log in to the Secure Messaging web app with your current account. Not sure how? From the Secure Messaging tab in Outlook, click “Secure Webmail” (MS Outlook 2003 & 2007) or under the ‘Secure Messaging’ ribbon tab (Outlook 2010 & 2013).
  3. In the web app, next to your name in the top right, click the down arrow, then Account Settings, and then the Alias management tab. (Professional users only).
  4. Enter your new email address as provided by your organization in the field provided, and click Add Email Alias.
  5. A pop-up will appear informing you that a confirmation message will be sent to your basic email inbox for ownership confirmation. To proceed, click Add Email Alias in the prompt.
  6. Go to your basic email inbox for your new email address, and click on the link in the confirmation message.
  7. If your new address is already registered with Secure Messaging, you will need to re-enter the password you selected for that account. If your new email address is not registered already, simply click the link on the page.
  8. Return to the Alias Management tab in the Secure Messaging web app. If you are still on this page from Step 3 above and your new email alias account still shows a “Pending” status, simply refresh the page.
  9. Once the alias address (i.e., your new address) is confirmed, click Promote to Master. It will now be your primary Secure Messaging account and all notifications will be sent to it and all outgoing secure messages will come from it. Also, any secure messages sent to your old email address will appear in the inbox for your new address, ensuring that you won’t miss any important secure messages, no matter which email address they are sent to.
  10. To remove your current Secure Messaging activation and re-activate the new one, follow the steps below in How do I remove my Account Activation in Outlook?

That’s it, you’re finished! You may now continue to send and receive secure messages just as before, but now with your new email address.

Top


How do I remove my account activation in Outlook?

In order to remove your activation for your account in Outlook, please follow these steps:

  1. In Outlook 2010, 2013 & 2016, go to the “Secure Messaging” ribbon tab in Outlook (shown below). In Outlook 2007, go to the “Tools” menu in the Toolbar in Outlook.
  2. Select “Secure Accounts”.
  3. Select your account from the list, click “Block”.
  4. Re-select your account, then click “Delete”. Please note that this will only delete your account activation and will not delete any message data.
  5. Confirm that you want to delete your activation.
  6. Clear your Exchange aliasas cache: Go back into Secure Messaging tab –> Secure Accounts and click Clear SMTP Aliases Cache. This will clear the toolbar’s local Exchange alias cache and force it to re-retrieve recipient and sender SMTP addresses.
  7. Restart Outlook.
  8. Select a secure message to trigger the activation process. For more information on activating Outlook, please see the Outlook Add-in page under Apps, Add-ins, and Extensions.
How to Remove Activation in Outlook

After completing the activation process, you should be able to send and receive secure messages normally.

Top


How do I configure email aliases?

Sometimes when you have an email address like derek.smith@sys-national.com, people will send messages intended for you to the wrong address, like derek@sys-national.com. In some cases, IT administrators set up email aliases for your main email account so that any message sent to derek@sys-national.com will get rerouted to derek.smith@sys-national.com.

Where this becomes a problem with secure messaging is when derek@sys-national.com gets a secure message to derek.smith@sys-national.com (an email alias of the former). Since secure messages are tied to a specific basic email account, access to this secure message or trying to register with this email alias will fail. If the registration page tells you that you haven’t been invited, try going back to your basic email account and checking the delivery options to see which email address was invited.

The easiest way to find out if you have an email alias is to ask your IT administrator if one has been defined for your email account. If you are a home user, you can contact your ISP. If you are using a free email service like Gmail or Yahoo! Mail, you almost certainly do not have email aliases.

Adding an email alias to your secure account allows you to receive secure messages that were sent to your other email addresses. A secure message that is sent to any one of your email aliases will be available in the same secure account’s inbox. This is an advanced feature, and should be used with caution. Most users do not need to change these settings. If you are unsure, contact your administrator for more information.

For guest users, email alias management is not available. If you are a guest user and wish to use an alias, please contact your administrator to request a user group profile upgrade.

For professional users, configuring email aliases is very easy.

*It is recommended that you contact your administrator before adding new aliases to your account. At the least, they will be able to provide you with a list of existing alias, if any have been created. The following steps will need to be followed for each alias you want to set up:

  1. Login to the Secure Messaging web app.
  2. Click the down arrow next to your name at the top right and then click Account Settings
  3. Click the Alias Management tab and follow the instructions there. (If you do not see this option, it has been disabled by your account administrator)
  4. When adding email aliases, Secure Messaging requires validation that you legitimately own the email aliases and will send a confirmation link in an email to your basic email account. You will need to confirm ownership before the alias will be accepted.

That’s it, you’re done! Now if someone sends a secure message to one of your email aliases, you will be able to read and respond to them seamlessly.

NOTE: There is no limit on the number of email aliases you can set up.

NOTE: You should only worry about configuring email aliases if you’ve encountered problems retrieving secure messages that were sent to email aliases you own. If you’re concerned about whether or not you need to define email aliases, please contact your administrator. Your administrator can also add email aliases on your behalf through the admin console.

If you are having issues activating the Outlook add-in after completing the alias setup, try manually re-activating.

 

Top