Secure Email FAQ’s
1. Why send a secure email?
Northwest Bank offers its customers the ability to send a secure email to us. Our easy-to-use email protection makes it seamless for you to receive, read and reply to all encrypted email communication we send you. The protection of confidential communication is important to us and we want to ensure your information stays private.
By itself, Internet email is not a secure communications channel. Messages sent via standard Internet email travel in "plain text" and cross many networks before reaching their final destination. As a result, an opportunity exists for prying eyes to eavesdrop on email messages as they traverse these various networks. Since confidentiality cannot be guaranteed, standard Internet email should not be used to exchange sensitive or private information such as social security numbers, bank account numbers, financial statements, etc.
2. How does Northwest Bank’s Secure Email Work?
When Northwest Bank sends you a secure email message, the message is sent to a secure data center where it will be held for you to retrieve. At the same time, a notification message is sent to you to inform you that a Northwest Bank Secure Mail message is waiting to be retrieved. The notification message will contain a link to a secure web site. Simply click on the link, log into the secure web site, and retrieve your message.
3. How do I send a secure email?
The first time you use Northwest Bank's Secure Mail, you will be prompted to create an account. Supply your email address and password to establish your account. You will use this email address and password each time you log into Northwest Bank Secure Mail. A confirmation message will be sent to the email address you entered. You will need to click the link in the confirmation email to complete the account set up process. You can now begin using your Northwest Bank Secure Mail account.
4. How do I retrieve a secure email?
When Northwest Bank sends you a secure email message, you will receive a notification message via standard Internet email. Click the link contained in the notification message to be taken to the login screen where you will be prompted to enter your email address and password that you established. Once logged in, you can read your Northwest Bank Secure Mail and send a secure reply message back to Northwest Bank if needed.
5. I have just received my first secure message and don’t know my login.
You will need to establish an account in order to read your secure message. From the secure message login page, select the “First time users ‘Click here’” link to create your account. The Registration Screen that follows requires you type your email address and your new password twice, along with a password reminder phrase. Click the Submit Password button. A password confirmation email is sent to the email address you provided. You can activate the pending password by clicking the activation link in the message.
6. What do I do if I forget or need to change my Secure Message Center password?
The Secure Message Center “Welcome” page gives you an option to change or reset your own password. On the Welcome screen, you will find a link to the “Change your password” screen. On the “Change your password” page, simply enter your email address, a new password, and a password reminder phrase. Please ensure your password meets the “Password Rules” which are also listed on this page. Upon submitting your new password, a confirmation email will be sent to you containing a link to accept or activate the new password. Please click on the link only once. Any subsequent clicks will result in an error message; however the new password will have been activated. After the password has been reset, an “activation successful” message will be displayed along with a “continue” button. When the continue button is selected, you will be taken back to the Secure Message Center Welcome page
7. I have been locked out of my account. How do I unlock it?
Your account will be locked for 30 minutes after 3 failed login attempts. You will receive a notification email in your regular inbox informing you that you are locked out for this time period. If you do not wish to wait the full 30 minutes, you can immediately unlock your account by changing your password. You do not need to know your old password. Please see question 6 for requesting a new password.
8. My email address has changed. How do I receive secure messages at a different email address?
If your email address has changed or you need to have secure messages delivered to a different email address, please contact the original sender and provide them with the new email address. The recipients of secure messages are determined by the sender. When you receive a secure message at the new email address, you will need to create an account (new email address and a new password) to access this email. Secure messages sent to the old email address will not be visible when logged into the new account. These messages can still be accessed by signing into the Secure Message Center using the old email address and password.
9. What do I do if I am not receiving secure message notifications in my email inbox?
The secure message notification email may be blocked or quarantined by your anti-spam software. Please check your quarantine server or work with your local email administrator or internet service provider. The secure message notification email may have also been delivered to your “Junk” folder. If this is the case, you can retrieve the message from the “Junk” folder and add the ZixCorp domain (zixmail.net) to your “safe sender list” so that any future notification will get routed to your Inbox. If you still can’t find the secure message notification email, contact your IT department or internet service provider and have them white list smtpout.zixmail.net, which is IP addresses 126.96.36.199 through 188.8.131.52 for inbound mail. Please ask the message sender to resend the secure message.
10. Can I send large file attachments?
The attachment limits, including how many files you can attach, and the maximum combined file size limit is indicated on the Attach File page which is available when composing a message is 15 MB.
11. Can I send/receive Secure Email attachments using a handheld device?
Attachments can be sent, received and downloaded on supported handheld devices through the Secure Email Message Center.
12. What handheld devices are supported to use the Secure Message Center?
The supported handhelds are:
- BlackBerry version 4.2 or above
- SmartPhones using Windows Mobile 5.0 or above
- Apple’s iPhone version 3.0 or above
- While other handhelds may be used to view messages, they are not supported in Northwest Bank’s Secure Message Center.
13. How long are messages held in the Secure Message Center?
Messages will be held for 14 days. Once a secure message has expired, it is permanently deleted and cannot be recovered. If you need a copy of an expired message, please contact the original sender.
14. How do I get an old or deleted message back?
When a message expires, the secure message is deleted and cannot be recovered. Please contact the original sender and request that they resend the message.
15. Who should I contact for support?
You can access “Help” by clicking the “Use Online Help” link on the Secure Message Center login page or by clicking the “Help” tab on the Secure Message Center “Welcome” page.
For Customer Support, contact the Help Desk at firstname.lastname@example.org.