Pacific Life Secure E-Mail External Secure E-Mail User Guide April 2013 Page 1 of 17
Overview: Using the secure messaging system is much like using any other Internet browser-based e-mail system. The single biggest difference is that all communications using this system are encrypted. The following frequently asked questions should answer almost anything that may come up. If you still experience any problems and need assistance, please refer to your internal business contact. (Note: The information in this document pertains to external Secure E-Mail users.) Using the Pacific Life Secure E-Mail System: How am I notified that I have a secure e-mail for the first time? How do I register in the Secure E-Mail system (first time only)? How am I notified when I receive subsequent secure e-mails? How do I login when I receive a secure e-mail? How do I access my secure e-mail? How do I view my secure e-mail? How do I reply to a secure e-mail? How do I add an attachment to a secure e-mail? How do I confirm my attachment was added? How do I know my secure e-mail was sent? How do I know my secure e-mail was sent? How do I compose a new secure e-mail? What do I do if I forgot my password? What other features are included in the Inbox interface? Page 2 of 17
How am I notified that I have a secure e-mail for the first time? Pacific Life clients receive confidential e-mail notification from Pacific Life employees. A sample of the e-mail notification is shown below. You may see the Suspicious Pink Banner above. Click on Show Content and the message will show the following. This action will allow you now to register in the system. Otherwise; you will not be able to go through registration process explained next. Page 3 of 17
How do I register in the Secure E-Mail system (first time only)? If this is the first time you are using the Pacific Life Secure E-Mail system, you need to register to the system. To do so, click on the Pacific Life Secure E-Mail Registration link in the e-mail notification you received. The Security Warning pop-up will appear as shown below. Select Yes to start the 4 step process. 1. You will be re-directed to the Pacific Life Secure E-Mail Registration page as shown below. On the first tab, which is Identity, enter your First and Last Name. Select Next. Page 4 of 17
2. The second tab, which is Security, enter your password. The password must be at least 8 characters with 3 of the following variables: number, lower-case, upper-case letter or special character. Click Next. 3. The third tab, which is Settings, allows you to select your language. Click Register. 4. Once registered, you will see the following screen. Click the Here button to be re-directed to the Pacific Life Secure E-Mail Login page. Page 5 of 17
How am I notified when I receive subsequent secure e-mails? Notification of subsequent confidential e-mails sent from Pacific Life employees will appear as shown below. You as Pacific Life client need to click the View Message link to proceed to the Pacific Life Secure E-Mail Login screen. You may see the Suspicious Pink Banner above. Click on Show Content and the message will show the following. This action will allow you now to view your messages in the system. Page 6 of 17
How do I login when I receive a secure e-mail? On the Pacific Life Secure E-Mail Login page as shown below, enter your e-mail address and your registration password and select Login. How do I access my secure e-mail? Once logged in you will see your inbox and email(s) as shown below. Page 7 of 17
How do I view my secure e-mail? Double click your email in the inbox to view it as shown below. How do I reply to a secure e-mail? When you need to reply to your email, click on Reply button. When done, click on Send button to send it. Page 8 of 17
How do I add an attachment to a secure e-mail? You can add an attachment by selecting the Attach option. You will be limited to 10MB file size and only the following file types are allowed: doc, docx, pdf, xls, xlsx, txt, gif, jpg, jpeg, png, rtf, ppt, zip, log. How do I confirm my attachment was added? Once you have attached your file, you will see the document in the Attachments box as shown in the screen below. You can now send your e-mail. Page 9 of 17
How do I know my secure e-mail was sent? You will see the following screen indicating that the message has been sent. How can I review secure e-mails I have sent? On the right column of your mailbox, you have the Sent option. Click on it and you will see all the messages you sent out. In the screen shot below there is only one sent item. Page 10 of 17
How do I compose a new secure e-mail? You can compose a new e-mail at any time. However, you will only be able to send it to Pacific Life domains. What do I do if I forgot my password? If you forgot your password, navigate on your browser to https://smc.pacificlife.com and follow the steps below. 1. On the Secure E-mail Login page shown below, click on Forgot Password? Link. Page 11 of 17
2. You will be prompted to enter in your e-mail address as shown below. Select Go when completed. 3. You will see a note as shown below to check your email for the password reset process. 4. Check your e-mail for the e-mail from Pacific Life for password reset directions. Open the email. Page 12 of 17
5. If you see a pink bar, like below, select the Show content 6. Select the link to reset your password as shown below. 7. You may see a Security Warning like below, select Yes to bypass the security warning. Page 13 of 17
8. You will be brought to the following page to reset your password. Enter your password and click on Update button. (Passwords need to have a minimum of 8 characters, with at least one uppercase letter, one lowercase letter and one number.) 9. Once you have updated your password select the link to login with your new password. Page 14 of 17
10. Enter your e-mail address and login with your new password. What other features are included in the Inbox interface? Address Book is now available. You will be able to add other Pacific Life users that you correspond with frequently. There is now a Trash folder that you will be able to utilize the same as a Deleted Items folder. Once you remove the message from Trash folder you will not be able to retrieve it. You can also create custom folders. To do so, click on the icon in front of your mailbox name as shown in the screen below. Page 15 of 17
Enter a name in the New Folder screen and click on Create. The new folder is now added to your mailbox setup as shown below. Emails will stay in the box for a maximum of 60 days. You can change your password once you are logged in by selecting Profile option as shown below. Page 16 of 17
Click on Modify button to start the process. Click on Security tab to change the password (Passwords need to have a minimum of 8 characters, with at least one uppercase letter, one lowercase letter and one number). Click on Save button to save the new password. Log out and login again with your new password to verify access to your secure e-mail mailbox. Page 17 of 17