Customer Support/FAQs

Please feel free to contact our 24/7 100% US-based Customer Support Team via the following:


The NeoCertified Secure Portal

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:


How do I log in to the NeoCertified Portal for my first time?

To log in to your account for the very first time, you can visit the link provided in the “Welcome Instructions”.

If you’re still unsure on what to do, simply watch the video guide on how to log in, below:


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:


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 read my NeoCertified 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 send multiple files with NeoCertified?
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 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.


I received an error message stating that "You are not the owner of the message". What do I do?

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:


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.

The “To:” address in my NeoCertified message is grayed out & I cannot 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.

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 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 30 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.

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.

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

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:


The Microsoft Outlook Add-In

How do I install / uninstall / re-install the NeoCertified button in Outlook?

Access the NeoCertified log-in page, enter your email address and password to access your account. Ensure that Outlook is closed on your computer and then select “Outlook Client” in the left-hand side command bar and follow the displayed instructions.

Once completed, open “Outlook” and select the “Email” tab to see the Outlook email page with the “NeoCertified Send” and “Receive” buttons displayed on the ribbon above or next to the regular Outlook “Send” button.

If you need to uninstall or re-install the button, you must first remove the existing button before you complete the instructions above. To remove, simply select the Microsoft icon in the lower left hand corner of your screen, select “Control Panel” and then select “Programs – Uninstall a program”.

A list will then be displayed of all the programs on your computer and double-click on NCM_OutlookAddin_4.x.xx.exe (the x.xx are numbers that indicate the version of the button).

The system will ask you if you are sure that you want to uninstall the NeoCertified Outlook Addin 4.x.xx, select “Yes” and it will un-install the button and all of it’s components.

You can also watch the video guide on how to install the Outlook Addin, below:


I installed the NeoCertified “Send” and / or “Receive” Button, but it does not appear in the Outlook Email Compose page.

This is a very simple issue to fix, but with so many different configurations of operating systems, versions of Outlook, as well as individual settings, it would be easiest to contact to help walk you through enabling the secure email Outlook add-in on your computer.

You can also watch the video guide on how to re-enable the Outlook 2010 Addin here:


Or watch the video guide on how to re-enable the Outlook 2013 Addin here:


What versions of Microsoft Windows is NeoCertified compatible with?

NeoCertified works with Microsoft Windows XP, VISTA, Windows 7, Windows 8 and Windows 10.

What versions of Outlook is NeoCertified compatible with?

NeoCertified works with Outlook versions 2007, 2010, 2013, 2016 and 365.

*The NeoCertified Plug-In does not currently work with Outlook For Mac*

Does the Secure Email Encryption for Outlook Button work with Microsoft Exchange? What versions?

Yes, NeoCertified supports Microsoft Exchanges versions 2003, 2007, 2010, 2013, and 2016. If a user enters an name associated to an Exchange entry, the system will access the Exchange GAL (Global Access Library) and insert the associated email address into the To:, CC: or BCC fields.

I cannot access my Outlook account, can I still send a NeoCertified secure email?

Certainly. You simply need to access the NeoCertified log-in page, enter your email address and password to access your account. If you have forgotten you password, simply select “forgot password” from the NeoCertified log-in page to receive an email with instructions on how to create a new password.

You can also watch the video guide to see how to send a secure message from the NeoCertified secure portal:


What size files can I send via the NeoCertified button from Outlook?

The size of the file is limited by Outlook and normally you can send files as large as 20 MB through Outlook.

If you need to send a larger file, access the NeoCertified log-in page to send your file directly from the secure portal:


The messages that I sent with the NeoCertified Outlook plug-in are not being saved in my Outlook “Sent” folder. Why?

Typically, if you send a message using the NeoCertified Outlook button, a message is sent to your Outlook “Sent” folder that notifies you that a message was sent securely, but the contents of your email are not retained in the Outlook “Sent” folder.  The full email and attachments  are stored on the NeoCertified secure servers and can be viewed  by accessing your account on the NeoCertified portal for non-SEC regulated accounts or for SEC regulated accounts).

If you would like to save copies of your secure messages in the Outlook “Sent” folder, you will need to contact your corporate NeoCertified administrator to access your account to enable the ability to save the messages to your Outlook “Sent” folder.  If you do not know your corporate NeoCertified administrator or if you have an individual license of NeoCertified, simply send an email to or call us at 877-613-5036 and request to have your account enabled to save messages to your Outlook “Sent” folder.

Once enabled, you will need to un-install / re-install the Outlook button as detailed in Question #1, “”install / uninstall  / re-install  the NeoCertified button” in  Section II, Outlook FAQ’s – Technical/NeoCertified Outlook button to send & receive secure messages.

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