Secure email portal and admin FAQs

How do I log in to the NeoCertified Portal?

To log in to your account as a current NeoCertified user, you can visit the NeoCertified login page

You can also see watch the video guide on how to log in, below:


Having Password / Login Issues?
  1. Check Your Username / Email Address: When signing into NeoCertified you need to ensure that you are entering the email address that the secure message was sent to. You can check which email address that the secure message was sent to by looking at the secure message notification that was received.
  2. Make Sure Spelling / Caps Lock Is Not Affecting The Password: When creating a password a common issue you can run into is initially establishing a password with a typo or misspelling. This can be from accidentally mistyping a letter, having caps lock or num lock mistakenly activated when you first create a password, or from your common finger-slip.  When you create a password or reset a previous password, we recommend typing the password out in a separate application such as Microsoft Word or Notepad first to verify you are typing out the correctly spelled password you intend to use. After that, simply copy and paste your password into the “New Password” and “Confirm Password” fields in the NeoCertified Secure Portal.
  3. Password Management Tools Have Failed You: There are many password management tools that are available to help you keep track of your passwords, including your web browser’s (Chrome / Safari / Firefox / etc.) own Autofill feature. While these tools are a great help in keeping track of your seemingly endless passwords, they can often cause issues. If you are using one of these tools, we recommend turning off the extension to Autofill for the website. Typically, the Autofill feature inside your web browser is using a previously saved password to attempt to log in to your account, rather than the most recent password you have set. That is why you may often feel like you are resetting your password far too often, or every single time you attempt to log in. If you continue to use Autofill, please remember to update it with your newest password every time it is reset.
  4. Multiple Users Have Access To The Same Account: Sometimes when a secure email message gets sent to an email address that can be accessed by multiple people, this can cause confusion. If one individual sets up the password and another individual changes the password for the account without informing the other user, the individual that set up the password will have no knowledge that it has changed, thus creating a cycle of password resets for both individuals. Communicate with other users that may have access to a single account before or after changing the password.
  5. Check Your Web Browser’s Saved Password: By default, some web browsers save your password without you knowing or offer to save your password which you decide to proceed to use. While this can be a convenient feature, NeoCertified does not recommend it. Similar to the issue with Password Management Tools and Autofill features, passwords don’t always get updated or re-saved when a new password is created in the place of an existing password. This again can cause what seems to be a cycle of password resets, when in reality it is simply your web browser attempting to allow you to log in with an outdated password. If you want to continue using the Save Password feature in your web browser, make sure you are always updating the password that is saved when a password is reset.

*If you are having an issue creating a password on a mobile device, please try the above steps on a computer. If you cannot get to a computer, please contact support!*

I've forgotten my NeoCertified password. What do I do now?

You simply need to select “Forgot Your Password” from the login page,, to receive an email with instructions on how to create a new password. If you are not in one of these databases please contact us.

You can also see watch the video guide on how to reset your password, below:


Can I recover a secure email message once it has been deleted?

Unfortunately, no. Once a secure email message has been deleted from your ‘Trash’ folder on the NeoCertified website, the message cannot be recovered. This is also the case if the message passes its date of expiration and is automatically deleted by the system. To change your messages’ expiration/retention period, go to your “Preferences” section of your NeoCertified account and adjust the section that says “Expiration” to the period of time you’d like your messages to auto-delete themselves.

Messages cannot be recovered because once the message is deleted; its data is immediately overwritten on the NeoCertified servers. We do this so that no copy of the message exists on our servers once it’s been deleted. Alas, this does mean that the message cannot ever be recovered.

We apologize for any inconvenience this may cause.

How do I read my secure email?

First Time Recipients: If you have received an email stating that you have a NeoCertified secure email, select the “Click here to open your secure message” box in the email message. Enter your email address and password (or create a password if it’s the first time you have accessed NeoCertified) to access your account. You will be in the Inbox and you will see your received messages. Then, simply click on the “blue” link in the “Subject” column to access your message.

Full NeoCertified Users: Access the NeoCertified log-in page, enter your email address and password to access your account. Then select the Inbox and you will see your messages. Simply click on the “blue” link in the “Subject” to access your message.

You can also watch the video below to see how to open your secure message:


How do I set Company-Level Archiving?

Before enabling Archiving for a company, the actions must be completed:

  1. Archiving Agreement in place? The sales team will send a Data Archival Agreement to the client. This agreement will need to be signed by the primary business contact listed in SF


  1. Archiving enabled? Once the above referenced agreement is in place, archiving will be enabled and the SF record marked to reflect this. Once enabled, an email should be sent to person signing the Data Archival Agreement, letting the contact know that archiving is now enabled and a brief paragraph about what to expect.


After the agreement has been signed and received, you call follow the steps below:

Enabling Company-level Archiving for New Client Companies

To onboard a new Client that elects to add Company-level Archiving to their services:
1. Login as system admin/NCM admin

2. Select ‘Manage Companies’ from the Admin Console








3. Select the correct Agent






4. Once the correct Agent has been selected, locate the company that you would like to enable archiving for and select the Edit pencil to the right of the company listing. This will open the ‘Add/Edit Company’ UI.





5. In the ‘Add/Edit Company’ UI






a. Click to put a check mark in the box next to the ‘Archiving Enabled’ option

b. Set the maximum number of archives to be stored in the NCM private-cloud infrastructure for the client company. If you do not specify a specific value this filed will default to 30

c. Specify an email for the Archive Creation Success Confirmation
email to be delivered to, once an archive has been created

6. Select Update at the bottom of the Add/Edit Company UI to save your changes

Enabling Company-level Archiving for Existing Client Companies

When an existing Client chooses to ‘Enable archiving feature’ from Manage Company UI

1. A client admin selects the ‘Enable archiving feature’ from their Manage Company UI





2. The NCM application will display text that states “Your archiving feature request has been sent to our supporter ( successfully







3. An Archiving Feature Request Notification email will be sent to , where this request will be handled initially by a support team member

4. When the Archiving Feature Request Notification comes to, a support case will be created in Salesforce.

5. A support team member will then:
a. Notify a sales team member that a current client has requested archiving and that a sales team member needs to call the client requestor

b. In SF, add ‘Archiving tags’ by selecting the Add Tags option and placing “Archiving” in Personal Tags and Public Tags field and then saving the entries

c. The support team member will then close the case as ‘Sent to Sales’

d. The support team member will then send a follow-up email to the sales team member that the archiving lead was sent to, to determine if the lead has been handled

I've just received my first secure email as a recipient. How do I open my message?

If this is your first time receiving a secure email from a NeoCertified User, you’ll be able to access your message after taking the following steps:

Click the button “Click Here To Open Your Secure Message” within the notification email.
Set up a Password & Password Question/Answer for future access to the secure portal.
Click the message’s blue Subject Line to open the message.
View the message, download any attachments, and reply with your own secure response.
You can also watch a short tutorial right here or visit our Recipient Page:


How do I set Company-Level Message Expiration when using NeoCertified?

By default, message expiration behavior is controlled by individual users through the ‘Preferences’ option in their NeoCertified web portal. Agent and Company administrators have the ability to set a company-wide message expiration period that will supersede any individual’s set secure message expiration period.

Manage Company-Wide Message Expiration by Agent Admin

  1. Log in to NeoCertified web portal as Agent Administrator
  2. Point mouse to Admin Console
  3. Click Manage Companies, select an Agent, click Continue button
  4. Click Edit (pencil) icon beside a company
  5. Scroll down to Company Message Expiration Period option
  6. Select a value
  7. Click Update button

company-wide secure email expiration








  1. Not Set means the Company Message Expiration Period is not in use.
  2. Indefinite means company messages will never expire


Manage Company-Wide Message Expiration by Company Admin

  1. Log in to NeoCertified web portal as Company Administrator
  2. Point mouse to Admin Console
  3. Click Manage Your Company,
  4. Scroll down to Company Message Expiration Period option
  5. Select a value
  6. Click Update button

company-wide email encryption expiration








  1. Not Set means the Company Message Expiration Period is not in use.
  2. Indefinite means company messages will never expire


To Verify that Company-Wide Message Expiration is Functioning

  1. Log in to NeoCertified web portal as a Company User.
  2. Click Compose Mail button from the left menu
  3. Scroll down to Expiration option and confirm that the expiration period is set by company0wide value and cannot be changed by a company user.

company-level message expiration








Notes: This option can be changed by a company user if the Company Message Expiration Period is set to Not Set


Other popular questions

How do I retract a secure email?

View HereLog into your NeoCertified Account through the secure web portal.
View HereSelect the “Track Sent” folder.
View HereFind the message you wish to retract, and select the check box next to it.
View HereSelect “Retract Selected”; your message is now retracted and the recipient(s) will no longer be able to access it.
Please note: if you have sent your secure email to multiple recipients and you retract the email, none of the recipients will be able to access the email.


How do I send multiple files?
View HerePlace all the files you wish to attach into one folder.
View HereRight click on the folder and hover over “Send to”
View HereSelect the option “Compressed (zipped) folder”.
View HereYour system will now create a compressed folder with all of the files inside. Now, all you have to do is attach that compressed folder to your email.
How do I attach documents to my NeoCertified secure email?

To attach a document (any type such as a PDF, DOC, XLS, etc), while in the message “Compose Mail” page, simply select the “Browse” button, select the file you want to attach, select “open” and when the file is displayed in the “Attachment” window to the left of the “Browse” button, select the “Attach File” button to the right of the window to link the document to your NeoCertified message.  To add additional messages, just repeat the same steps.

What kind of files can I attach to a NeoCertified secure email?

You can attach any type of file (.PDF, DOC, XLS, TIF, GIF, etc) up to approximately 30 MB in size.  You can send larger files depending on your system’s bandwidth.

What is the largest file size that I can attach to a NeoCertified secure email?

Via the NeoCertified web portal, you can send any type of file up to 100 MB.  Depending on your systems bandwidth, you may be able to send larger files but if you get a system error stating your file is too large, you have a couple of options: first, you can ZIP the file to compress it’s size (there are a number of free ZIP file programs available on the Internet to compress your files) or you can simply break up your large file into smaller files and send them individually.

IP Address Was Blocked

If you receive this message, it is a result of too many invalid actions taking place to quickly on the NeoCertified website. Please contact NeoCertified Support by calling 877.613.5036 to have your IP address unblocked.

How do I manage Company-Level Encryption?

Company Encryption Key – Guide

The objective of the company encryption key is for the companies to manage their own encryption key in company administrative settings. This way the key would be stored in the database, but each period (month, year, never) a Company Administrator could create a new key that they knew, but that NCM administrators did not know. Neo will not be held responsible for any message decryption because we do not know the key.

The key should have minimum 8-character length and strong complexity. Whenever a key is changed, the new key should be used for all NEW messages while the previous keys are still used for decrypting the existing messages. The key should be stored in the database in an encrypted form.

*Please note: Before Company-level Archiving is enabled for any client, NeoCertified must have a signed Data Archival Agreement in place for each client.

Company-level Archiving of all secure messages is a feature set that must be enabled by a NeoCertified administrator in order to function correctly. If you need to contact us about the archiving feature, you can reach a member of our support team by calling 1.877.613.5036, or you can email the support team at

Manage Company Encryption Key and Initialization Vector (IV) by Company Administrator

1. Log in to the NeoCertified web portal as a Company Administrator
2. Point your mouse to Admin Console
3. Click the Manage Your Company option from the Admin Console







4. Scroll down to Encryption Key and Encryption IV text boxes
5. Enter values for the key and initialization vector
6. Click the Update button

– Both Encryption Key and Encryption IV must not be empty. If you change the information in one field, the other field must not be empty.
– Minimum length for a key or IV is 8 characters
– Maximum length for a key is 32 characters

Verify Encrypted Values of Encryption Keys and Encryption IVs by IT Administrator

1. Log in to a database server as an IT administrator
2. Open SQL Server Management Studio
3. Open the content of the table SNS_CompanyEncrytionKeys
4. Review the encrypted values of Encryption Keys and Encryption IVs







– Values of encryption keys and IVs are encrypted using AES1 and global in-memory master key.

Verify Archived Messages Encrypted Using a Company Key by IT Administrator

1. Send a message with a Subject “Company encryption key test” from a user who belongs to a Company with a configured Encryption key.
2. Login to database server as an IT administrator3.
3. Open SQL Server Management Studio
4. Execute below command
SELECT [Type], [Subject], [Message], [EncryptionKey]
FROM [NCM_Messages]
WHERE [Subject] LIKE ‘%Company encryption key test%’
5. Review the encrypted values







Values of encryption keys and IVs are encrypted using AES2 and global in-memory master key.


Verify Archived Messages Encrypted Using a Company Key by IT Administrator

1. Send messages from a User who belongs to a Company with a configured Encryption key and enabled Archiving feature.

2. Download archived messages as a zip file

3. Unzip the file and click a message to review its content


I received an error message stating that "You are not the owner of the message"

Chances are, you have multiple email addresses and you are accessing your NeoCertified message with an email address that differs from that of what the sender intended.  Simply select the NeoCertified message link again and enter your alternate email address.

You can also watch a video guide on how to correct the owner error issue right here:


The “To:” address in my NeoCertified message is grayed out & I can't enter an email address.

If the “To:” address is grayed out in your NeoCertified message, it means that you are a recipient of a NeoCertified secure email and can only reply to the original sender of the NeoCertified message.

I've received a message that states there is no space left to send messages.

First, you will want to access your account and delete any unnecessary messages in your Inbox, Draft or Sent folders (or any other folder that you may have created).  Then, simply select the check box to the left of each message and then select the “Delete” button on the bottom of the page to remove each selected message.  Then, and most importantly, you need to access the “Trash” folder, select the files to permanently deleted by clicking on the check box to the left of each message and then select “Delete”.

If you need to permanently increase your storage size for archiving your sent & received secure emails, contact NeoCertified Support at or call us at 877-613-5036 to find out the cost for increasing your storage limit.

You can also watch the video guide on how to manage your disk space here:


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