SecureMail: FAQs

Instructions below ONLY apply to SecureMail.

In this section we will go over the following:

1. MySecurePractice Terms Of Use
2. Will my SecureMail / Secure Drop Messages Expire?
3. Does SecureMail encrypt email messages that I send from my existing email account?
4. If SecureMail doesn't encrypt my emails, what makes it HIPAA compliant?
5. I received a Secure Message from another practice, but I am unable to view the message in my email
6. This is my first time trying to see a Secure Message with SecureMail. How do I register my email address and create a password?
7. I was unable to complete registration for SecureMail because I never received my code. 
8. When I login to SecureMail, I receive an alert that states "You are currently using the free version of SecureMail.  Your latest payment attempt did not succeed so the paid version is currently disabled.  To compose new messages please click 'Buy Now' to enter a new card and upgrade to the full version."
9. How do I get my referring offices/patients to use SecureMail?
10. Recipients of my secure messages cannot register - what can I do?
11. How do I use the Address Book/Contact List?
12. Can I print my secure messages?
13. How much Storage Space do I have within the MySecurePractice portal?
14. How do I Add my Email Signature Line?
15. How do I set my Time Zone?
16. Can I send an Email to Multiple Recipients at once?
17. Can I Forward a Message?
18. Can I save my message as a Draft before sending?
19. Can a free user reply to my Secure Message and include attachments.
20. Can I print my secure messages?
21. Why can only Reply to incoming Emails?
22. Is there any Software Practice Integration for SecureMail?
23. Will I receive Spam Email within SecureMail?
24. Can I update my payment information through the portal?

1. Q: Will my SecureMail / Secure Drop Messages Expire?

   A: All newly composed emails sent will expire within 30 days (MAX).  As the sender, you can control the expiration of messages you send either before or after sending the message (up to 30 days).  The expiration of a message will cause the message and any attachments to be permanently deleted from the sender as well as the recipient.  This occurs regardless of whether the message was opened.  Note: The default expiration that will be added does not have any impact on emails sent prior to December 27th, 2018.
          
   
   1. For setting the expiration date for ALL emails, click here.
   2. For setting the expiration date per email, click here.
               

2. Q:  Does SecureMail encrypt email messages that I send from my existing email account?

   A:  No. SecureMail does not modify or affect your existing email account in any way. All SecureMail messages are accessible only via mysecurepractice.com or the SecureMail Outlook Plugin. In order to send a SecureMail, the sender would have to first log in to mysecurepractice.com. Even after signing up with a SecureMail account, messages sent from your regular email address will not be encrypted.
            
   The email address which you use to sign up for mysecurepractice.com is used as a username in the system. It allows you to log into your account, it is used to send you notifications, and when logged into mysecurepractice.com, it will be the target your peers will use to send you SecureMail messages.
            

3. Q:  If SecureMail doesn't encrypt my emails, what makes it HIPAA compliant?

   A: Unlike regular email, SecureMail does not involve the transfer of data from one server to another. It is a messaging service that is designed to feel as familiar as regular email while requiring users to log in to our secure server via the mysecurepractice.com portal.
       
   All communication between SecureMail users occurs on our secure server. By never leaving the server, your Secure Mail messages are never opened up to the risk of interception, and remain safely encrypted from drafting to sending to receipt.
           

4. Q:  I received a Secure Message from another practice, but I am unable to view the message in my email.

   A: What you received was not the actual message but a notification that there is a message from them for you on our secure server. This message can be viewed by logging in to your SecureMail account at mysecurepractice.com.   
              
   Please keep in mind that this notification is generated specifically for the email address which originally receives it. If a notification for one email address (A@email.com) is forwarded, automatically or otherwise, to another email address (B@email.com), you will not be able to access the SecureMail by logging into mysecurepractice.com as B@email.com.
            
   You must log into the account associated with the initial recipient, A@email.com. Please keep this in mind if you have  multiple SecureMail accounts, or receive a SecureMail from a doctor, which is sent to an email address other than your typical SecureMail login.
             

5. Q:  This is my first time trying to see a Secure Message with SecureMail. How do I register my email address and create a password?

   A: If your email address is not yet registered on our SecureMail system, then the notification emails from our system will also automatically include a registration link. You must click on this link in order to register your email. After successfully registering, you will receive a second email, which will prompt you to create a password for your new account. Follow the link in this email to agree to the terms of service and generate your password. Only after you have registered your email and created a password will you be able to log in to your SecureMail account.      

   Once your email address is registered, it will act as a username for your user account in Secure Mail. You can log in to your SecureMail user account at mysecurepractice.com by entering your email address in the username field and the password you created in the password field.
           

6. Q:  I was unable to complete registration for SecureMail because I never received my code. 

   A: . The secret code may be sent to whichever office or cell phone you entered when registering your account. The automated code will be read as soon as a connection to your phone number is made, so automated phone trees, automated line redirects, and other automated phone systems may interfere in your ability to receive the secret code.
         
   If you are unable to receive your secret code, or you accidentally made an error when entering your phone number, please contact PBHS Support for assistance.
        

7. Q:  When i login to SecureMail, I receive an alert that states "You are currently using the free version of SecureMail.  Your latest payment attempt did not succeed so the paid version is currently disabled.  To compose new messages please click 'Buy Now' to enter a new card and upgrade to the full version."

   A: This means you had purchased SecureMail, but your credit card is now expired and the payment can't be processed.  Our system automatically switches you back to a free tier until you can update your account to a new active card using the "Buy Now" method. Click here to few instructions on repurchasing your SecureMail plan.
   
        

8. Q: I've just created a MySecurePractice portal account for paid secure messaging and am ready to receive emails from my colleagues securely. What's next?
   

   A: If you are new to SecureMail, you will need to begin initiating communication with your colleagues first so they can setup their free account and reply to secure messages you have sent them. Unfortunately they will not be able to compose emails to you until they have a paid account, they will only be able to reply to incoming messages from you.

   • Learn how to compose a message to invite doctors/staff (not in your practice) to use secure mail, click here.
     
     

9. Q: Recipients of my secure messages cannot register - what can I do to help them register?
   

   A: Invited users (recipients of your secure messages) could have trouble registering if their information (user role, email, or phone numbers) was not entered correctly when the original message was sent to them. To verify this information is correct and assist them with the registration process, first contact PBHS Support to add User Manager privileges onto your account.
   
   Once your account has been updated by PBHS Support:

   1. Go to the User Manager Role "manage account" option in the upper right corner by clicking on your name

   2. Edit the user's account information in this section

   3. Then send a new secure message to the recipient using their account's current email address to prompt a new registration invite email which will use the updated information.

      
      

10. Q: Is there an address book or way to store frequent contacts?
    

    A: Saving contacts is available for paid secure mail accounts. You may find the "Contacts" option at the bottom left of the "Compose" window. Contacts will be automatically added once you compose a new message to that email address and the user registers their account. Unfortunately there is no way to modify or delete existing contacts in the contact list presently.
    
    

11. Q: Can I print my secure messages?
    

    A: You can print an entire secure message thread using the "Print" button in the upper right corner of the message you are viewing.
         

12. Q: How much storage space do I have with my paid secure mail account?

    A: A paid secure mail account can send/receive unlimited secure messages through the portal, however the maximum attachment upload size for all attachments within that secure message is 100MB total (per send not per attachment).   Free users can also reply to an unlimited amount of messages.

    
    

13. Q: Can I add a signature line to secure messages?
    

    A:  Within your profile settings, select Messaging. Here you can add a signature line to append to each email you send and here you may also change your notification preferences.
    
    

14. Q: The time stamps for the secure messages are currently in Pacific Standard Time. Can I change this to my own time zone?

    A:  Within your Account Profile, you can select your current time zone from a drop-down menu.

    
    

15. Q: Can I compose a secure message to multiple recipients?

    A:  When composing secure messages, the message can only be sent to one recipient per message.

    
    

16. Q: Can I forward or resend a previously sent message?

    A:  Unfortunately you will not be able to "forward" a message that has already been sent. You will need to type a new message (or copy and paste the old one) into a new message to the same recipient to resend.

    
    

17. Q: Can I save my secure message as a Draft before sending?

    A:  Yes, once your message has a recipient entered you will see a "Save Draft" option at the bottom of the compose message window. If you save as a draft you can access these messages at a later date from the "Drafts" option on the left menu. You can then choose "Edit" in the upper right corner to complete your message and send.
          

18. Q: Can a free user I invite using my paid account reply to my secure message and include attachments?

    A:  Any free secure mail account will be able to reply to an incoming secure message and attach files along with it.

    • Learn more about Secure Mail Free and Paid Tier, click here.

                   

19. Q: Can I print my secure messages?

    A:  Currently a "print" feature for printing individual messages is in development. For now you can print directly from the browser window, copy and paste the message into a text editor or use a print screen tool to print only a selection of your screen.
           

20. Q: Why can I only reply to incoming messages?

    A:  Free secure email user accounts are only able to reply to incoming messages. If you'd like to compose messages and invite users, you'll need to upgrade to a paid secure mail account within the portal.

    • Learn more about Secure Mail Free Tier, click here.
              

21. Q: Can I send secure messages through my practice software?
    

    A:  Our MySecurePractice portal is a closed system to allow the security we need to protect your secure information.  Secure email does not integrate or work in conjunction with any practice software.

            

22. Q: Will I receive spam in my secure email inbox?

    A:  Since our closed system functions independently of traditional email services, "spammers" will not have access to your email address and will not be able to send you messages without their own portal account. You will not receive junk/spam emails and your email address will not be shared.

    
    

23. Q: Can I update my credit card and payment information directly through the portal after initial registration and payment?

    A:  If you are a paid SecureMail user, you can now update your credit card on file for your user account from the Account Profile tab within your user profile settings. Choose "Profile" from the drop-down menu by clicking your name in the upper right corner of the screen. If you have more detailed questions regarding your payment information used for your MySecurePractice portal account, please contact our Billing Department at 800-840-5383.