General FAQs

What is a secure email?

Secure email encryption is the process used to protect both incoming and outgoing email messages, and any messages at rest. Based on federal legal compliance obligations, businesses are required to protect employee and patient (or customer) information when it is both in transit (incoming/outgoing) and at rest (sitting in your inbox).

NeoCertified can encrypt all email messages inside the NeoCertified Secure Portal because of our Certified SSAE 16 Type II Datacenter and NIST Certified AES 256-bit encryption.

So when you send a secure email in the portal or by using your NeoCertified Outlook Add-In, our secure servers encrypt the message. When the message is received by the recipient, they must log in to their secure account which decrypts the message for them to read.

How do I send a secure email?

If you’re using NeoCertified as a paid user, you have two options: login from the NeoCertified Secure Portal on your web browser or send secure emails with your NeoCertified Secure Outlook button. Inside the secure portal, simply click the “Compose” button to format and send your secure email. From Outlook, compose your email as you normally would then click the “Send NeoCertified” button that’s been installed in your Outlook application. (If you need help installing your Outlook button, please contact customer support). If you’re using NeoCertified as a free recipient who’s just received a secure email message, click the blue hyperlink inside the notification email you received. From there, you will have two options: set up a password if you’ve never accessed a NeoCertified secure email before or log in using an existing password if you’ve previously received a NeoCertified secure email. Once inside your account, you can reply with your secure email. (Please note: free recipients cannot compose & send new secure emails, they can only reply to secure emails they’ve already received. Only paid users have the functionality to send new secure emails).

How do I change the message expiration date?

Log into your SPECIFIC application and select “Preferences” on the left-hand side of the page. Select the drop-down bar by “expiration” to set anywhere from 1 day to indefinite. Select “Save” at the bottom of the page to save these changes.

What can I send my recipients prior to my first NeoCertified secure email to them?

We understand that some users have issues opening messages for the first time. To alleviate issues for first-time users, you can send your recipient the below template:

(Client name),

Hello! You will soon be receiving a secure message from me. This message will be sent through NeoCertified Secure Email Solutions.  I am using NeoCertified Secure Email to ensure that we meet all legal requirements in protecting your medical information (like HIPAA) and to assure you that we are sensitive about protecting your personal information.

To open your secure message, please click on the link that says ‘Click here to open your secure message.’ You will then be directed to one of two pages. If you have never used NeoCertified before, you will be taken to a page where you will create a password for your account. Once you have created your password, you will be directed to your inbox, where you can read the secure message I have sent you. If your email address already has an account with NeoCertified, you will be taken to a sign-in page. You will need to sign in with your email address and password to read the message I have sent you. If you do not remember your password, you have the option to reset it by clicking the ‘Forgot Password’ on the sign-in page.

Why do I need secure email?

Federal compliance regulations require that businesses take the necessary steps to protect email messages that contain PII (Personally Identifiable Information) to help better protect both customers and employees alike.

Various industries and marketplaces may have different unique compliance requirements, but NeoCertified remains the only constant meeting all compliance requirements regardless of industry.

Here are a few of the prime compliance regulations and authorities:
• HIPAA (Health Insurance Portability and Accountability Act)
• FINRA (Financial Industry Regulatory Authority)
• FERPA (Family Educational Rights and Privacy Act of 1974)
• HITECH (Health Information Technology for Economic and Clinical Health Act)
• SEC (Security Exchange Commission)
• FCRA (Fair Credit and Reporting Act)
• SOX (Sarbanes-Oxley Act)
• GLBA (Gramm-Leach Bliley Act)

How do I receive a secure email?

If you’re using NeoCertified as a paid user, you have two options: login from the NeoCertified Secure Portal on your web browser or receive secure emails with your NeoCertified Secure Outlook button. Inside the Portal, navigate to your Inbox and click the subject line to read & reply to the secure email. From Outlook, click the “Receive NeoCertified” button that’s been installed. (If you need help installing your Secure Outlook button, please contact customer support).

If you’re using NeoCertified as a free recipient who’s just received a secure email message, click the blue hyperlink inside the notification email you received. From there, you will have two options: set up a password if you’ve never accessed a NeoCertified secure email before or log in using an existing password if you’ve previously received a NeoCertified secure email. Once inside your account, you can read & reply with your secure email.

How do I change the time zone?

Log into your SPECIFIC application and select “Preferences” on the left-hand side of the page. At the bottom of the page, you will select the drop-down box next to “time zone.” Select “Save” to save these changes.

As a full user, how do you turn the Two-Step Verification on and off?
  • Log into your SPECIFIC application and select your name in the upper right-hand corner of the page. Select “two-step verification” to add/delete TSV devices.

Other popular questions

What does NeoCertified do?

NeoCertified provides secure email encryption solutions for businesses and individuals in all 50 states. We protect both your outgoing and incoming messages to ensure your data remains intact and safe from outside, harmful third parties. We offer many different solutions including a Secure Email Portal, an Outlook-integrated Secure Button, and a Secure Contact Form. All of these options are federally compliant with all email regulations so that you’re not left worrying about what is and isn’t protected.

What Is Outlook Encryption?

Microsoft Outlook encryption for email is a fancy way of saying that the email messages from Outlook are protected using a secure email solution like NeoCertified.Our secure Outlook button can be installed in a matter of seconds, and it allows you to send & receive secure, protected email messages directly from your Microsoft Outlook inbox. You would compose a message as you normally would — inserting a recipient email address, subject line, and body of the message — and then you would click the “Send NeoCertified” button inside your Outlook account.

Receiving a secure email is just as easy with NeoCertified. Once the notification email lands in your inbox informing you that you have received a new secure email, all you need to do is click the “Receive NeoCertified” button inside your Outlook account. The button retrieves the secure message and opens a clear-text copy of the message inside Outlook.

Message Expiration for users

All secure messages are set with an expiration period where they are permanently deleted from the system after that period has elapsed. Please check with your administrator to see what default period your secure messages are set to expire. If you do not have an administrator or are unsure, please verify what your current message expiration settings are by logging into the NeoCertified secure web portal and selecting “Preferences” on the left-hand side of the page. From here, you can check and edit the expiration for future messages from anywhere to 1 day to Indefinite(never expiring). If you are not able to edit the Expiration, please contact NeoCertified Customer Support. Once you have selected the expiration period, choose to save these changes.

Please keep in mind, that changes will only apply to new messages and are not applied to past sent messages. Once these messages have reached their expiration date, they are completely deleted from the system and cannot be retrieved.

How does NeoCertified work?

When you send a secure email, either from the secure Outlook button or inside the Portal, the message travels across our encrypted servers and remains protected both in transit and at rest, never leaving the NeoCertified secure environment. The recipient of the message will receive a notification email with a blue hyperlink that will take them to the Portal where they can log in to read & reply to their secure message. You can set your custom preferences to enable a plethora of great features: you can enable read receipt notifications which inform you when your message has been read; you can enable email reminder notifications which inform the recipient that they have a secure email waiting for them, and you can even retract previously sent secure emails that you no longer want to be read.

What are Secure Forms?

Secure Forms is our secure contact form widget that allows visitors to your website to compose their secure messages to your business. This makes the communication paths much simpler, especially for businesses that have patients & customers that are required to submit sensitive, personal information to your business regularly.

With a variety of implementations — including both placing a hyperlink in an email footer that then directs the user to the secure form, as well as creating a dedicated webpage for the secure contact form for your visitors to navigate to — Customer Connect is the versatile secure solution businesses have been waiting for.

Message expiration for recipients

To verify when your secure message expires, please refer back to the email notification you received. This will give you the details of the user’s email address that sent the message, the time and date that it was sent, the subject, and the expiration date. Once messages have expired, they are completely deleted from the system and cannot be retrieved.

I log into NeoCertified and only see a spinning wheel or I see “logging in, please wait”

We recommend clearing the cache and cookies (NOT the history) of your web browser to see if that resolves the issue. Clearing cache and cookies will very on which browser you’re using, you can find instructions by searching on the internet for “your browser how to clear cache and cookies”.

If it does not work you may need to check any firewall or network protection settings blocking you from accessing the application. You may need to work with your IT department or product vendor for instructions on how to do this.

Lastly, there may be an issue with your ISP (internet service provider) and you may need to reach out to them about speed issues.

Please contact support if you have any questions or need any further assistance.

Windows Installer Package (WIP) Error Fix for all Microsoft Outlook & Office 365 users

One-time code questions

What is NeoCertified's OTC feature?

NeoCertified’s OTC option is designed to give our recipients the ability to sign in using a One-Time Code to open and view encrypted messages.


What are the OTC steps?
  • Step 1
    – Receive email notification. The recipient can select to open a secure email message with a one-time code.
  • Step 2: Receive a one-time code
    After choosing the One-Time Passcode option, an email with a code will be sent to the requester’s email. The code is valid for 1 hour and once plugged into the system, will allow the user to open their secure message.
  • Step 3: Access secure message
    – By using the One-Time Passcode method, the user will only be able to view and “reply” to a single secure email message. The user may also choose the “Click here to open your secure message” option, which will allow access to the dashboard with other system features and secure messages.

Ready to become HIPAA Compliant?

NeoCertified is here for all your email security needs.