Frequently Asked Questions

I have forgotten my passphrase, what do I do?

If you have forgotten your passphrase, you can reset this by clicking on the following link https://www.myprivatepost.com/PPReset/PPReset.aspx and following the instructions on screen.

Why do I have to register for Unipass Securemail?

You need to register for Unipass Securemail first before you can start using the software. New recipients of a Unipass Securemail encrypted message will also 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. Unipass Securemail is based on a technology called ‘Private Post’, whose system uses your email address to uniquely identify you. For security, Unipass Securemail only allows its users to utilise the service once they have proven that they own their email address.

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 and our partners, Trend Micro, will provide licences to consumers. 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. 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.

   

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.

How do I change my passphrase?

If you have the Unipass Securemail client installed, simply click on the Unipass Securemail padlock icon and select Change Your Passphrase as shown below:

If you are using the Zero Download, please visit https://www.myprivatepost.com and sign in. Once you have signed in, please click on My Settings followed by Change Passphrase.

I am using the Zero Download solution and it keeps asking me for my passphrase each time I want to open an encrypted message. Is there a way to customise this?

Yes. When you open an encrypted message with your browser (Zero Download), there is an option to Forget Your Passphrase for a maximum of 8 hours as shown below:

If you select this option and stay in the same browser session, you will not need to enter your passphrase each time you receive an encrypted email for the duration you have specified.

Where are my Unipass Securemail toolbars?

The Unipass Securemail client toolbars will appear in Microsoft Outlook once you have installed the software AND completed your email registration by clicking the link in the activation email. 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. 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.
5. 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 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\Trend Micro\Email Encryption Client. However, you can change the location by selecting the Advance option during installation.

Why am I not receiving encrypted emails?

Sometimes encrypted emails may initially be treated as spam or junk mail, including your initial registration email.

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

For Outlook 2003/2007:

For Outlook Express 6:

For Mozilla Thunderbird:

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.

For Mozilla Thunderbird: Click Message > Mark > As Not Junk.

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. For full details of this process, please refer to Reading and composing email using Unipass Securemail Zero Download.

I have recently updated my Unipass Securemail Client to version 5.3 but I would like my messages to remain encrypted. How do I turn this functionality off?

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 messaged should remain decrypted” and hit Apply. Your emails will now remain encrypted.