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EMAIL ENCRYPTION


BREADCRUMBS

 * Home
 * Individuals
 * Email Encryption


EMAIL ENCRYPTION


BREADCRUMBS

 * Home
 * Individuals
 * Email Encryption

Why has the email I have received been encrypted?

At St. James’s Place we take the security of our clients’ information very
seriously. For any email messages sent across the internet, such security cannot
be fully guaranteed and, as a precautionary measure, we have therefore
introduced the ‘Secure Email’ service. This means that some of the emails you
receive from St. James’s Place may be encrypted, requiring you to log in to our
portal to open them.



There are warning messages telling me the email may be unsafe. What should I do?

Encrypted messages cannot be scanned for viruses because the content cannot be
accessed without a password. Your computer's security software may therefore
block the message and warn you of a potential risk. Our own antivirus scanning
systems will have checked the email before it was encrypted and sent to you, so
you can proceed to open or unblock the message.



How do I log in to the St. James’s Place portal for the first time?

When you receive a notification from St. James’s Place to say you have an
encrypted email, you need to click the link provided in the email to read the
encrypted message.

You will now be taken to the St. James’s Place portal to log in. If this is the
first time you have used the St. James’s Place portal, you will need to register
and verify your email address. Please make sure that you remember your login
credentials for your account for future use.

Once you have logged in, you will be able to see the message sent to you from
St. James’s Place.



When is the Validation Code sent to you?

The validation code is emailed to the user immediately upon loading the
registration page.



I never received the email with the Validation Code, can they get another one?

Yes. Users can click the “Resend code” link to receive a new code. Note that the
user must wait 3 minutes between new code requests.



I typed in the code incorrectly, can they try again?

Yes. Users have 3 attempts to enter a correct Validation Code. After 3 failed
attempts, the user must wait 30 minutes before trying registration again with a
new code.



I never received a Validation Code, is there a way to bypass it?

No, entering a Validation Code is mandatory for user self-registration. If a
user has trouble completing registration, please inform the Partner who will be
able to raise this with the IT Service Desk.



When I use the validation code after registration to validate my email address,
I get a 500 error, Service Unavailable. Why do I get this error?

This can be caused if you have a VPN installed on your device. If you have a VPN
installed on your devices, then please first disable the VPN to confirm that
this fixes the issue. If the VPN is causing the issue, then please contact your
VPN software provider support for assistance.



If you have already registered but cannot log in?

Carefully check that you are entering your log in details correctly, remembering
that your password is case-sensitive. If you have forgotten your password, you
can reset it from the link provided. You will be required to type the answer to
your security question to reset your password.



Why does my browser keep timing out?

St. James’s Place encryption requires that cookies are enabled for
mailsecurity.sjp.co.uk.



Why is the ‘Click Here’ link in the email not working?

The link is valid for 30 days. The link provides compatibility with all devices.
To read your encrypted email after the 30 days have expired, please open the
attachment in the email from a PC/Laptop.



Will I be able to read the message using my mobile device e.g. Apple or android?

Yes, all devices are supported via the ‘Click Here’ link in the email for 30
days. To read your encrypted email after the 30 days have expired, please open
the attachment from a PC/Laptop.



Is my reply to the encrypted email also encrypted?

Yes. Please ensure that you are replying to the e-mail from within the St.
James’s Place e-mail encryption portal. Do not reply directly to the secure
message notification e-mail, that you have received from your Partner.



Can I include an attachment in my reply?

Yes.



Can I change the recipient email address when I reply to an encrypted email?

No.




Email Encryption



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SJP Approved 05/04/2024

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