Secure Messaging - Self Service Frequently Asked Questions

This guide assists those who aren't Mimecast customers in understanding the notifications they may receive from Mimecast systems and provides basic troubleshooting best practices. Mimecast customers can reference this on Raising a Support Case.

Secure Messaging

Q:	What is this Secure Messaging notification?
A:	An organization that utilizes Mimecast’s email security features has sent you a message that may contain sensitive information and has been sent securely. You must log in to our Secure Messaging Portal to read the message. If this is your first time receiving a Secure Message from the organization, you should receive a separate message with a one-time-use password. Once you’ve logged in using this password, you must set your own password. If the organization has sent you a Secure Message previously, you can log in with the password that you set when you last logged into this organization’s Secure Messaging Portal. See the following guides for information on the Secure Messaging Portal: Accessing the Secure Messaging Portal describes the process of accessing the portal for both Mimecast and non-Mimecast customers, including screenshots. Using the Secure Messaging Portal describes all available functions in the portal (e.g., reading, replaying, and creating Secure Message). Screenshots are included. Mimecast Secure Messaging and Large File Send Privacy Statement describes how Mimecast processes and protects your personal data while delivering email and other content to you on behalf of our customers who've subscribed to our services.
Q:	I don’t recall receiving a Secure Message from the sender previously, but I did not receive a one-time-use password notification. What should I do?
A:	Try the following: Check your spam filter to see if the notification was held there. If not, you'll likely need to reset your password. See our Secure Messaging Troubleshooting Log On Issues page for instructions and other information.  If you cannot resolve your login issue, contact the organization that sent the Secure Message, as only they can reset your password. Mimecast Support cannot reset passwords or troubleshoot issues for Secure Message recipients.
Q:	I don’t remember my Secure Message Portal password, or my last known password is not working. How do I reset my password?
A:	See our Secure Messaging Troubleshooting Log On Issues page for full instructions, screenshots, and other troubleshooting information.
Q:	I can log into the Secure Messaging Portal, but some or all messages are "Expired." What does that mean?
A:	The sending party may have set an expiration for the message based on the number of days. If the message has expired, you must contact the sender to request they either resend it or extend the expiration period.
Q:	Some email functions (e.g., reply, reply all, forward, and print) aren't available on some or all messages. Why is this?
A:	Consider the following: To ensure the sending organization’s desired privacy is kept intact, forwarding from the Secure Messaging Portal isn't possible. The Reply, Reply All, and Print functions may be restricted by the sending organization for some or all messages.
Q:	Is there a way to log into a general Secure Messaging Portal so I can see secure messages sent to me from all organizations that utilize this feature?
A:	No. Each organization has its own portal with its own defined set of login requirements. This means you must always click a link from a Secure Message notification sent by each organization to read the messages sent by them.

Miscellaneous

Q:	I’m receiving a newsletter or mailing from Mimecast, and I do not wish to receive them. What can I do?
A:	If the message is a newsletter from a mimecast.com address, you can unsubscribe using the Unsubscribe link in the message. If the From address is not a mimecast.com address, it could be from an organization that uses Mimecast’s services to send emails. You may be able to unsubscribe but otherwise, contact the sending organization.
Q:	I received a message that contains a link going to protect-(xx)-mimecast.com, and I cannot access the link, or I’m asked to log in. What should I do?
A:	A customer may have accidentally used the copy/paste function to send you a link protected by Mimecast’s Targeted Threat Protection - URL Protect service. This can only be utilized by Mimecast customers. Contact the sender and ask them to resend the message with a link to the actual destination rather than the Mimecast-protected link.