Secure Messaging - Troubleshooting Log On Issues

This article provides help for both Mimecast customers and non-customers who've received a Secure Messaging but are having problems accessing our Secure Messaging Portal to retrieve it. For example, when trying to access the portal, the following message is displayed:

"Invalid username, password or permissions. Please check you are using the correct URL"

Whether you're a Mimecast customer or not, you need a login and password to access the Secure Messaging Portal. The login is your email address, and the password will be:

• • • A temporary password if this is the first time you have accessed the portal. This password enables you to log on, but it must be changed. See the First Time Users section of the Secure Messaging Portal page for further details.
    • A password that was created from a previous login event.

Access to the Secure Messaging Portal is for the sole use of the message's recipient. Do not share your login details with other users.

I am a Mimecast Customer

If you're a Mimecast customer and are having issues accessing the Secure Messaging Portal, try the following before contacting your administrator:

• • • Ensure you're using the correct URL to access the portal. The easiest way to do this is to click on the link in the message you received from the sender.
    • Check that the correct primary SMTP address is entered.
    • Ensure you're using one of the supported browsers. See the Mimecast Browser Support Matrix page for further details.

Should you need to escalate the issue to our Support Desk, have the following information ready:

• • • The date/time of the logon attempt used to access the Secure Messaging Portal.
    • The URL used to access the Secure Messaging Portal.
    • Your web browser information and version.
    • The email address used to log in.

I am not a Mimecast Customer

If you're not a Mimecast customer and are having issues accessing the Secure Messaging Portal, take the action below in the order specified:

• • • Ensure you're clicking the link in the message you received from the sender. This ensures the correct URL is used to access the Secure Messaging Portal. See the Secure Messaging Portal page for further information.
    • Check that you are using one of the supported browsers. See the Mimecast Browser Support Matrix page for further details.
    • Contact the sender of the message.

Resetting Your Password

The Reset Password link is valid for one-time use only. If you cannot successfully reset your password after the first attempt, you must request a new password reset link.

If you need to reset your Secure Messaging Portal password:

1. From the login dialog, enter your login.
2. Click on the Forgot Your Password? link.
3. Click on the Reset Password button. A message containing a temporary password is sent to your email address.
4. Click the Go To Log In Link to return to the Logon dialog.
5. Enter the Temporary Password into the logon dialog. You're prompted for a new password.
6. Enter a New Password and confirm it, ensuring it meets Mimecast's criteria. The criteria are displayed below the password fields:

• • • A green tick means the criteria are met./li>
    • A red cross means the criteria aren't met and must be corrected.

7. Click the Confirm button to confirm the new password and access the Secure Messaging Portal.

See Also...

• • • Accessing the Secure Messaging Portal