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1 Secure guide

2

3 > Contents How do I open the encrypted message? 4 I have forgotten my password, what do I do? 8 How do I update my secure account details? 12 How do I save my secure message 17 FAQ 18 If you have any problems with the content of this user guide or with the secure system, please contact our technical team on (or if you are calling from outside the UK) Opening hours are 9am to 5pm, Monday to Friday. Secure guide 3

4 > How do I open the encrypted message? When you receive a secure message from Prudential, the message will be flagged with the [SECURE MESSAGE] tag in the subject line. The instructions are as follows: 1) Open the attachment securedoc.html to go to the secure message login screen. 2) At the secure message login screen, you will be prompted to register if this is the first time you have received an encrypted message from Prudential. Please note that registration is a mandatory process and you will only have to do so once. 4 Secure guide

5 3) You will then arrive at the registration form. If you are responding from a secure message from Prudential please use the original address you gave when you requested your information. If you use a shared address to receive s from Prudential i.e If your central box address is then enter the first name as Example and the surname as Team, then set up a generic password and security question. The best idea for managing this would be to allocate one person to maintain the password and security question and communicate these to the rest of the users. Secure guide 5

6 4) If your registration is successful, the following message will be displayed: 5) Please check your inbox for an with subject Activate your Prudential secure message account. You will need to open the link in the to activate your secure message account. 6 Secure guide

7 6) This will automatically activate your details, and confirm this by showing the following screen: 7) Now that your account has been activated, please re-open the original you received from Prudential and re-open the securedoc.html attachment. Upon reopening, you will be see the secure message login screen, but this time the message will have changed requesting your password. Enter your password and click on the Open button. If you have problems at this stage please try clicking on the "Open Online" blue link on the bottom right of the envelope and follow the instructions on the next page of this user guide. 8) Upon clicking on the Open button the message is decrypted and displayed. Secure guide 7

8 If you clicked on the Open Online link on the bottom right of you envelope you will see the following screen. Please enter your password and click on the Open message online button. Your message will be decrypted and displayed. > I have forgotten my password, what do I do? If you forget your password, there is a Forgot Password link within the message envelope. 8 Secure guide

9 1) After clicking on the Forgot Password link, you will be asked to type in your address and click submit. 2) You will then be requested to enter in the answer to your Security Question that you selected at registration, then click submit. 3) If the correct details are supplied and the system is able to locate your account, a confirmation screen will be returned. You will then receive an with a password reset link. Go to your inbox and open the . Secure guide 9

10 4) Click on the link in the to reset your password. 5) Upon clicking this link, you will be requested to Change Password details and enter your new password. Click Confirm to reset your secure password. 10 Secure guide

11 6) If your password has been reset successfully, you will receive a confirmation You will now be able to return back to your initial message and open your message. Secure guide 11

12 > How do I update my secure account details? If you want to update your registration details you need to login into your account using the following link The log in screen will ask you for your address and password: If the correct details are supplied, the welcome screen will be returned: Click Update account details. 12 Secure guide

13 The following screen will be returned: You can then select whether to update your address, your password or your security question. Secure guide 13

14 If you want to update your address, the following screen will be returned: 14 Secure guide

15 If you want to update your password, the following screen will be returned: Secure guide 15

16 If you want to update your security question, the following screen will be returned: Complete the form with details requested and click on the Confirm button. If your update has been successful, the following screen will be displayed. Your details are now updated and you should click logout. Please note: If you have updated your address you will no longer be able to access the messages sent to your old address If you have updated your password you will need to use the new password to access all messages (old and new). 16 Secure guide

17 > How do I save my secure message? Your message will not expire. You will however, need to enter your password each time you want to access the message. If you want to save your message, you will have to do so using your own client. Secure guide 17

18 > FAQ General questions Question I haven't received an from Prudential in my inbox. Can I register using my mobile? What if I want to access secure messages using my mobile? Do my new messages expire? How do I save messages? How long will it take to activate my new account? How do I reply to a secure ? Why have I been sent a copy of my reply? Can I forward my secure message? Why cant I forward my secure message directly? Is secure compatible with all browser versions? IE6/7/8, Mozilla Firefox etc? What should I do if I'm having problems opening my secure message? Answer Please ensure you check your junk/spam folder in case the has been blocked by your software. If it has been delivered here by mistake select the 'Not Spam' or 'Not junk' button so that subsequent s appear in your inbox. You will not be able to register using your mobile. You will have to access the registration pages using your computer. It may be possible to access your messages directly using your mobile. This will depend on the browser on your phone, however this will require you to register first on your computer. Your message will not expire. You will however, need to enter your password each time you want to access the message. If you want to save your message, you will have to do so using your own client. You can save the securedoc.html attachment to your file system, but you will always need to enter the password in order to read the contents. You will receive an activation shortly after registering. Usually this is within 1 minute but dependant on demand this could take up to 10 minutes. You must select the reply option within the secure message. If you reply to the notification , this will NOT be sent securely. This is so you have a copy for your records. No. This is for Prudential security purposes. Yes, although this will depend on the settings you have created. Your local PC security or application settings may be preventing you from opening the attachment. Please use the Open Online link on the bottom right of the envelope. Note: Prudential are not able to advise you on how to install or configure settings at a local level. Support for this service will be limited to information on the tools required to access s. What should I do if the login screen is not properly displayed when I open the encrypted message file attachment? For example, what if the file contains unreadable text or HTML markup (such as <!-- or -->), or the Open button is missing from the envelope? If you have a problem viewing the login screen, forward the message to The Prudential Secure Mail Service will send you a message with a temporary link so that you can click to view the encrypted message on a secure server. If this doesn't work please contact our technical team on (or if you are calling from outside the UK) Opening hours are 9am to 5pm, Monday to Friday. 18 Secure guide

19 Advisers using secure Question How do I register? How do I update my account details? (e.g. address, password) Answer You can register for secure by clicking on the registration link that has been added to the contact us page on You can also register for secure by clicking the Register button on a secure sent to you from Prudential. You can update your secure account details by clicking on the update account link that has been added to the contact us page on pruadviser.co.uk. Customers using secure Question How do I register? How do I update my account details? (e.g. address, password) Answer You can register for secure by clicking on the Register for an account link on This can be found by selecting the send us a secure message option under Keep in Touch. You can update your secure account details by logging in to your account on and selecting to update your account details. Secure guide 19

20 GENM /2013

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