Secure email messaging help

• Receiving encrypted emails
• Replying
• Adding attachments
• Reading secure messages on smartphones
• Troubleshooting

Receiving encrypted emails

Microsoft 365 accounts

1. Open email in Outlook (desktop, website or app).
2. Review any message restrictions.
3. Open and read message as usual.

Other email services (Gmail, Yahoo, etc.)

Encrypted messages typically arrive as notifications containing secure links.

1. Open notification email and select ‘Read the message.’
2. Either sign in with your email username and password or request and use a one-time passcode.

Replying

Reply to encrypted messages the same way as any regular email. Replies remain encrypted to protect sensitive information.

Adding attachments

Attach files to encrypted replies as with any regular email.

Note: Attachments have size limits, which may vary by email provider or organization.

Reading secure messages on smartphones

Encrypted messages can be viewed on smartphones using mobile email applications or mobile web browsers.

Outlook mobile app

Encrypted messages typically open automatically after account sign-in.

Other mobile apps (Apple Mail, Gmail, Samsung Email, etc.)

Default email applications may supply notifications instead of encrypted messages.

1. Open notification email.
2. Select ‘Read the message.’
3. Wait for browser (Safari, Chrome, etc.) to open secure Microsoft webpage.
4. Select preferred sign-in method or ‘Sign in with a one-time passcode.’

Troubleshooting

“Something went wrong” or blank screen appears

• Often caused by browser settings, cached sign-in information or browser extensions interfering with Microsoft’s authentication process.
• Try:
  • Opening the message using InPrivate or Incognito browser window.
  • Temporarily disabling ad blockers or privacy-related browser extensions.
  • If using Outlook desktop application, try opening in Outlook on the web.

One-time passcode never arrives

• It may be delayed, filtered as spam or delivered to a different mailbox than expected.
• Try:
  • Checking spam, junk or promotions folder.
  • Confirming passcode was sent to same email address as original message.
  • Waiting several minutes before requesting another passcode.
    Note: If multiple passcodes are requested, only most recent code will work.

“You do not have permission to view this message”

• Email has restrictions preventing access by account currently being used.
• Try:
  • Verifying you are signed in with email address that received encrypted message.
  • Checking for multiple Microsoft, Google or email accounts signed into your browser.
  • Contacting sender to confirm your email address has permission to access message.