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Frequently Asked Questions

If you can’t find the answer you are looking for, please contact the helpdesk where one of our advisors will be able to deal with your query.

  • Can I install Securemail Client if I don’t use Microsoft Outlook or Windows Live Mail?

    The desktop plug-in currently supports only Microsoft Outlook and Windows Live Mail. If you use another email client you can continue to benefit from Unipass Securemail via your browser, but you won’t be able to access the additional benefits that come with the desktop software.

  • How does the Securemail plug-in work within my email client?

    Once installed in Microsoft Outlook or Windows Live Mail, the plug-in looks like on the screenshot below:

    Securemail Email Plug-in

    • Click the Send Private button to send a secure email immediately.
    • Click the Make Private button if you're working on an email and you want to make sure that you send it securely when it's finished.

  • I do not have a certificate on this machine, what should I do?

    You can log in with your manual details: Username, Password and PIN.

  • Why do I have to register for Unipass Securemail?

    New recipients of a Unipass Securemail encrypted message will be asked to register first before they can open the encrypted message.

    You are required to follow the registration process in order to prove that you own your email address. Part of the process is setting up your Unipass identity that will be used to uniquely identify you when you send and read encrypted messages. For security, Unipass Securemail only allows its users to utilise the service once they have authenticated using their Unipass identity.

    Click here to apply for Securemail plug-in.

  • Why do I have a Unipass Securemail envelope and not the message?

    Messages are NOT decrypted in the reading/preview pane of your email client. Once you have installed the Unipass Securemail client and registered your email address, you can decrypt messages by double-clicking them in Microsoft Outlook or Outlook Express.

  • Can anyone use Unipass Securemail?

    Unipass Securemail is available to business users within the Financial Services Community, e.g. Financial Advisers, Trustees, and our partners. Trend Micro, will provide licences to consumers (e.g. policyholders). Therefore, Securemail is available for everyone.

  • Does Unipass Securemail encrypt all attachments?

    Yes. Unipass Securemail encrypts all attachments including Word documents, presentations, spreadsheets, photographs and more.

  • Can I register more than 1 email address on my machine?

    Yes. Unipass Securemail will allow you to protect multiple email addresses, (if registered with a Unipass). Instructions for this can be seen below:

    1. Please click on the Unipass Securemail padlock icon.


    2. Please now select Protect Another Email Address from the menu.

      protect another email address

    3. The Unipass Securemail registration wizard will now begin. Please follow the instructions on screen to protect another email address.
  • Can I use Unipass Securemail on more than one computer?

    Yes, you can use a registered email address on more than one machine. If you would like to download the Unipass Securemail client again, simply click here.

  • Where are my Unipass Securemail toolbars?

    The Unipass Securemail client toolbars will appear in Microsoft Outlook once you have installed the software. If the toolbar is not visible, please do the following:

    1. Open Outlook
    2. Right-click a blank area alongside the toolbars. This displays the list of toolbars in Outlook.
    3. Please click on Securemail Client Main Bar.
    4. Securemail Client Main Bar

    5. Check if the toolbar appears. If it is still missing, do one of the following:
      • For Outlook 2002 / 2003
        • Go to Help > About.
        • Click Disabled Items.
        • Select ppOutl.dll in the list.
        • Click Enable.
        • Click Close.
        • Click OK.
      • For Outlook 2007
        • Go to Tools > Trust Center.
        • Click Add-ins.
        • Go to the Manage drop-down box at the bottom of the screen.
        • Select Disabled Items.
        • Click Go.
        • Select ppOutl.dll in the list.
        • Click Enable.
        • Click Close.
        • Click OK.
      • For Outlook 2010
        • Go to File > Options.
        • Click Add-ins.
        • Go to Manage drop-down box at the bottom of the screen.
        • Select Disable Items.
        • Find Private Post add-on
        • Click Enable
      • For Outlook 2013
        • Go to File > Manage Addons.
        • Select Disable Items.
        • Find Private Post add-on
        • Click Enable
    6. Check if the toolbar now appears. If it is still not there, do the following:
      • Look for the Unipass Securemail Client tray tool (the red padlock icon) on the taskbar.


      • Right-click the icon and then click Check for Updates.

        check for updates

      • Check if the toolbar is now there. If it still does not appear, uninstall the Unipass Securemail client and then install it again.

        If the issue persists, contact the Unipass Securemail Helpdesk.

  • Where are the Unipass Securemail client product files installed?

    The Unipass Securemail files are by default installed in the C:\Program Files\Unipass\Securemail Client.

  • Why am I not receiving encrypted emails?

    Sometimes encrypted emails may initially be treated as spam or junk mail.

    If you are experiencing delays in receiving encrypted emails, please check your junk mail or anti-spam folder.

    For Outlook 2003/2007/2010/2013 and live mail:

    outlook 2003 2007 outlook 2010 livemail

    You can also configure future encrypted emails by selecting the email in the Junk Mail folder, and marking the mail as Not Junk.

    For Outlook 2003 and 2007: Click Actions > Junk Email > Mark As Not Junk.

    outlook not junk

    For Outlook 2010 or 2013: Click Home > Junk > Junk E-mail Options…

    outlook 2010

  • How can I read encrypted messages without installing the Unipass Securemail software or if I am not using Microsoft Windows?

    You can register your email address and decrypt messages by just using your Internet browser. Simply double click the "Encrypted...htm" attachments and follow the instructions.

  • I would like to keep the message I received encrypted - can I do this?

    You can do this by simply deselecting “Opened messages should remain decrypted’ from your Preferences menu.

    Simply click on the Red Padlock tool and select Preferences. Now un-tick the box beside “Opened messages should remain decrypted” and hit Apply. Your emails will now remain encrypted.

    select preferences check Opened messages should remain decrypted
  • What are the minimum system requirements for Unipass Securemail?

    Compatible Operating Systems

    • Windows XP:
      • Home Edition 32-bit with SP3
      • Professional Edition 32-bit with SP3
    • Windows Vista:
      • Home Basic 32- or 64-bit with SP2
      • Home Premium 32- or 64-bit with SP2
      • Business 32- or 64-bit with SP2
      • Ultimate 32- or 64-bit with SP2
    • Windows 7:
      • Home Basic 32- or 64-bit
      • Home Premium 32- or 64-bit
      • Ultimate 32- or 64-bit
    • CPU and Memory
      • Intel Pentium 800 MHz or better
      • 256MB memory required, 512MB recommended
    • Required Disk Space
      • 50MB available for installation

  • Does Unipass Securemail work on 64bit versions of Outlook? If not what are the alternatives?

    Securemail is not yet supported on 64bit versions of Outlook. You can still view and compose encrypted emails using web based Securemail.

  • When trying to authenticate using my certificate, it doesn’t open the encrypted email?

    Make sure you’re using the web browser that has the installed certificate.

    To check in Internet Explorer/Chrome go to:

    Tools > Internet Options > Content > Certificates


    To check in Firefox:

    Options > Advanced > Encryption tab > View certificates

    view certificates

  • Which profile should I select when using Mozilla Firefox to open encrypted emails?

    If you're using Firefox for the first time to view encrypted emails, you will need to select the Trend Micro profile or Select_The_Default profile. You will not be prompted for this again for concurring encrypted emails.

    choose profile