Privacy Security Compliance
Email Encryption Services
Frequently Asked
General Information
What is Protected Trust Email Encryption? Can I still use my own email address?
How can I access my Protected Trust Email Encryption?
What Operating Systems is Protected Trust Email Encryption compatible with? Which method of encryption is used with Protected Trust Email Encryption? What regulations can Protected Trust Email Encryption help me comply with? What are the differences between a free user and a business user?
How much storage is included? How do I contact customer support?
Protected Trust Email Encryption
Can I only send protected messages to other registered users? How can I reset my password?
What is the maximum size of a message that is supported by Protected Trust Email Encryption?
What if I forgot the answer to my shared secret?
What is the maximum number of recipients per message that is supported by Protected Trust Email Encryption?
How can I verify that the intended recipient viewed my protected message? How can I delete a protected message?
How can I forward a protected message?
What does it mean to revoke a protected message? Can I un-expire a protected message?
What should I do, if I do not receive an invitation email?
Microsoft Outlook
®Add-in
How do install and uninstall the Protected Trust Email Encryption Outlook add-in for Microsoft Outlook?
What versions of Outlook is the add-in compatible with?
How do I check if I have the latest update of the Protected Trust Email Encryption Outlook Add-In?
Contact Support
Table of Contents
3 3 3 3 3 3 3 4 4 4 4 4 4 5 5 5 5 5 5 6 6 6 6 6 6 6 7 7What is Protected Trust Email Encryption?
Protected Trust Email Encryption is an email encryption framework that enables organizations to securely communicate electronic data via a simple user experience. We provide a powerful messaging platform that offers confidence that only authorized users have access to protected information reducing the hassle of encryption while complying with the latest governmental regulatory standards keeping information safe through e-mail communications.
Can I still use my own email address?
Yes, you will send protected messages from the email address that you use to register to Protected Trust Email Encryption with, so you can keep your email address and domain.
How can I access my Protected Trust Email Encryption email?
You may access your protected messages at any time by logging in with your registered credential at http:// protectedtrust.com, or if you are using the Protected Trust Email Encryption Outlook Add-in, by logging in to your Outlook profile.
What Operating Systems is Protected Trust Email Encryption compatible with?
The Protected Trust Email Encryption Outlook add-in for Microsoft Outlook is compatible with Windows XP or later versions of Windows. The Protected Trust Email Encryption web portal can be viewed from any web browser on any operating system.
Which method of encryption is used with Protected Trust Email Encryption?
Protected Trust Email Encryption uses Transport Layer Security (TSL) and Advanced Encryption Standard (AES) 256 bit.
What regulations can Protected Trust Email Encryption help me comply with?
Protected Trust Email Encryption is compliant with all major regulations: HIPAA, HITECH, GLBA, SOX, CJIS
What are the differences between free users and business users?
Business users can unlimitedly send protected messages as opposed to free users who can only send five free messages per month. Business users can request custom branding, and have access to the admin portal. Access to the admin portal gives your organization’s administrator the option to add/remove users, view activity reports, modify users’ accounts, and update billing information.
How much storage is included?
Storage quota is based on pooled storage for the entire organization, which is 1 GB per user. For additional storage please contact (863) 594-1141.
How do I contact customer support?
You can open up a case by writing in to [email protected] with your Protected Trust Email Encryption account (preferred method) or you may reach a live Support Technician Monday-Friday 9:00AM-9:00PM EST by calling 863-594-1141.
Can I only send protected messages to other registered users?
No, you can send protected messages to anyone. If you need to send a protected message to a non-registered user, it is not required for the recipient to register with Protected Trust Email Encryption to be able to receive encrypted messages.
How can I reset my password?
There are two ways you can reset your password.
If you forgot your password, go to https://protectedtrust.com/ResetPassword. Enter your registered email address and phone number that was used to register, and then follow the onscreen instructions to reset the password. If you do not remember the phone number you used to register, please contact [email protected] and we can provide you with last four digits of the registered phone number.
If you know your password but would like to change it, login to the Protected Trust Email Encryption control panel with your registered email and password. Got to My Dashboard > Profile/Change Password > Type in new password twice to confirm > click Save Changes
Protected Trust
Email Encryption
What is the maximum size of a message that is supported by Protected Trust Email
Encryption?
If you are a free user or standard Business user, the maximum size of a message that is supported is 25 MB including attachments. If you are a business user with the productivity add-on, you can send up to 5 GB through the Protected Trust Email Encryption add-in and through the Protected Trust Email Encryption web portal 2 GB including attachments.
What if I forgot the answer to my shared secret?
If you cannot open a protected message because you forgot the answer to the shared secret, you will need to contact the sender by another means to verify the shared secret. If the sender also does not remember the answer to the shared secret, they will need to resend the message with a new-shared secret or new verification method.
What is the maximum number of recipients per message that is supported by
Protected Trust Email Encryption?
The maximum number of recipients per message is 25 recipients. Please note that you must also abide by our Terms of Use agreements. Spamming is prohibited.
How can I verify that the intended recipient viewed my protected message?
Protected Trust Email Encryption provides a proof of delivery log, which shows who viewed the message, when the message was viewed, and the IP address and city/state of where the message was viewed, if available. When you send a message, you may also select a read receipt, which will send you a notification as soon as the message has been opened.
How can I delete a protected message?
If you have the Protected Trust Email Encryption Outlook Add-In installed, you can delete a protected message just as you normally would in Outlook. However, this does not delete the message in the Protected Trust Email Encryption web portal. Protected messages cannot be deleted, only expired or revoked. It is up to the sender to decide when a message is going to expire.
How can I forward a protected message?
The Protected Trust Email Encryption web portal does not support a forwarding feature. This is so the intended recipients only view messages. However, users with the Outlook add-in can forward messages as normal.
What does it mean to revoke a protected message?
When a message is revoked through the Protected Trust Email Encryption web portal, the message will still remain in your Inbox or Sent folder. However, the contents within the message can no longer be viewed or accessed.
Can I un-expire a protected message?
Once a protected message has been expired, due to security purposes it cannot be un-expired.
What should I do, if I do not receive an invitation email?
If you did not receive your Protected Trust Email Encryption invitation email, you need to contact your organization’s administrator and ask them to send you another invitation.
How do install and uninstall the Protected Trust Email Encryption Outlook add-in for
Microsoft Outlook?
To download and install the Protected Trust Email Encryption Outlook add-in for Microsoft Outlook, go to http:// protectedtrust.com/Download, > click “Download” and save file > click on the setup program you downloaded in your browser’s recent downloads list. After installation completes, Microsoft Outlook will start up automatically. To uninstall the Protected Trust Email Encryption Outlook Add-In:
Outlook 2007: Launch Outlook, go to Tools > Trust Center > Add-ins > click on the Protected Trust Email Encryption Add-in > click Go > this will open up COM add-ins page, uncheck the Protected Trust Email Encryption Add-in to disable
Outlook 2010: Launch Outlook, go to File tab > Options > Add-ins > Go > select Protected Trust Email Encryption Add-in > click uninstall > OK
What versions of Outlook is the add-in compatible with?
The Protected Trust Email Encryption Outlook Add-in is compatible with Outlook 2003, Outlook 2007, and Outlook 2010 both 32-bit and 64-bit.
How do I check if I have the latest update of the Protected Trust Email Encryption
Microsoft
®Outlook
Contact Support
About Protected Trust
Protected Trust brings to the market the synergy between several products and services focused on just one thing – risk management for a company’s digital assets. Protected Trust combines operational experience, a physically secure infrastructure, Cloud based managed services, and an expert culture of security and privacy.
Protected Trust exists to protect the informational assets of businesses, helping them manage their risk and limit their exposure to liability and data misuse. The suite of products and services offered by Protected Trust is unique, focused intently on the privacy, security, and compliance of digital information assets.
For information please, access https://protectedtrust.com, send us an email to [email protected] or call us on 800.876.1422
To get support for journaling, please contact the Protected Trust Support Team through the standard support channels: Web: https://protectedtrust.com/support
Protected Trust Message: [email protected](preferred) Email: [email protected]
Phone: (863) 594-1141
About Citrix ShareFile
Based in Raleigh, North Carolina, Citrix ShareFile provides software that helps businesses exchange files easily, securely and professionally.
The ShareFile service was launched in November 2005. In the six years following its initial release, ShareFile grew organically with no outside capital to almost 20,000 paying corporate customers and 3 million business users spread across more than 100 countries around the world.
In October 2011, Citrix Systems announced its acquisition of ShareFile. Citrix Systems, Inc. (NASDAQ:CTXS) is a leading provider of virtual computing solutions that help people work and play from anywhere on any device. More than 230,000 enterprises rely on Citrix to create better ways for people, IT and business to work through virtual meetings, desktops and datacenters. Citrix virtualization, networking and cloud solutions deliver over 100 million corporate desktops and touch approximately 75 percent of Internet users each day. Citrix partners with over 10,000 companies in 100 countries. Annual revenue in 2010 was $1.87 billion. Learn more at www.citrix.com.
