Last Updated 13th October 2023
We have been made aware since implementing our new encrypted email system that some people have been having challenges reading the emails.
For people who have Microsoft 365 Accounts, in theory the messages should show as encrypted, but be readable as normal.
For people without Microsoft 365 Accounts, please find some additional information below which we hope will be helpful.
The process should look like this:
You will receive an email saying you have received a protected message from us. You should be able to then press the “Read the message” button.
It will then open the web browser app and you can select to either sign in with your email address (if the option is provided) or to Sign in with a One-time passcode.
We have tested and found it seems to be better to request the passcode than sign in!
The One Time Passcode will be sent to your email and you can then switch back to your browser to enter the code.
If you are still having trouble:
The challenge seems to be for Android/Google users mostly, as when you press “Read the message” button, it takes you to a web browser within your mail app. This means that when you then ask for a One-time passcode, you can’t get back to your emails to get the code, without losing the webpage.
If this is how your device acts, rather than doing a single press on the “Read the message” button, press and hold. This will then give you options to open the link within your actual browser app.
Open the link in the browser and then you should be able to request your Passcode and switch back to your email to get the code, before returning to the browser.
Finally
Please read the information here from Microsoft if you are still struggling.
We are really sorry if this has caused an inconvenience. Our aim of introducing Encryption is to ensure that your data is looked after in the best possible ways, and to meet all GDPR guidance. We are really hoping that these are just teething issues that will straighten out before too long!
Please drop us an email or give us a call on 01656 530332 and speak to the Office team if you need any further support.