I’m trying to access an email

Before you contact us, please check you have followed the steps below.

No. You don’t need to download or install anything. If you want to read or reply to a secure message you visit a website that belongs to the organisation sending the message.

If you want to read or reply to a secure message you visit a website. The website will belong to the organisation sending the message; it will be something like https://secure.organisation.com.

Visit a website that belongs to the organisation sending the message; it will be something like https://secure.organisation.com.

You should have been emailed instructions, please search your email folders for a “securemail” notification message.

If you cannot find it, complete the form below.

Some organisations may allow you to compose a new message, click the “compose” button above the list of folders in the left panel. Usually, you will only be able to compose a new secure message to people in the contact list- you cannot change the contact list, that is pre-determined by the organisations security policy.

All users are allowed to reply to a secure message, simply select the message and click the “reply” button in the bottom panel.

Please check the following:

  1. Is the website correct? Does it belong to organisation who has sent you the message? Secure messages are always accessed from a customer branded website.
  2. Is your email address correct? The username you use to login is the email address which the message was sent to. Check the spelling of the email address closely, people often misspell email addresses.
  3. Is you password correct? 90% of the time, this is the problem. Check that caps lock isn’t enabled on your keyboard.
  4. Your account may be suspended. There are many reasons why an account may get suspended, usually you should be contacted by email if this happens. Check your email for an account suspended notice. If your account is suspended you will need to raise a ticket. The fastest method is to use the support link in the footer on the website you are trying to access. If that link is not working, please raise a ticket with using the form below.

1. Go to the login page on the website you are trying to access.

2. Click the link “Forgotten your passphrase?”

3. Enter the email address the message was sent to.

4. You will be emailed reset password instructions.

If you are still stuck, the fastest method is to use the support link in the footer on the website you are trying to access. If that isn’t working, please raise a ticket completing the form below.

The fastest method is to use the support link in the footer on the website you are trying to access.

If that isn’t working for any reason, then raise a ticket by completing the form below.

Still need help?

The most important thing we need to do is identify you and the organisation you are getting messages from. Complete the form below, we have to figure out which of our customers you are working with and identify how best to help you.

Message Support On:

* Fields must be completed before you can send your message