General Secure Email FAQs

Most Popular Questions

What is 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 is able to 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.

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 send secure email?

If you’re using NeoCertified as a paid user, you have two options: log in 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 own 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).

*If you need help accessing your secure email or are having trouble with the secure portal, give us a call at (877) 613-5036.*

How do I receive secure email?

If you’re using NeoCertified as a paid user, you have two options: log in 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 own secure email.

*If you need help accessing your secure email or are having trouble with the secure portal, give us a call at (877) 613-5036.*

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. In order 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 in order 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.

If you follow these instructions and are still having trouble, you can contact NeoCertified Support in order to receive assistance opening your email:

NeoCertified Support

(877) 613-5036

support@neocertified.com

 

Thank you and have a fantastic day!

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.

 

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 login to read & reply to their secure message.

You can set your own 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 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 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 of Outlook.

I'm a NeoCertified paid user. How do I add more accounts?
What Is Customer Connect?

Customer Connect is our secure contact form widget that allows visitors of your website to compose their own 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 on a regular basis.

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.

If we did not address your question here, give us a call at 877-613-5036 or send an email to Support@NeoCertified.com.

OR

Check out our Secure Portal FAQs

Check out our Outlook Add-In FAQs