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The document provides FAQs regarding the secure email system of Kaiser Permanente, including password recovery, encryption reasons, and access limitations. It outlines procedures for resetting passwords, the unavailability of a mobile app, and the expiration of secure messages. For further assistance, users are directed to contact the Kaiser Permanente Member Services Call Center.

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johann ramirez
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2 views

new-secure-email-system-faq-en

The document provides FAQs regarding the secure email system of Kaiser Permanente, including password recovery, encryption reasons, and access limitations. It outlines procedures for resetting passwords, the unavailability of a mobile app, and the expiration of secure messages. For further assistance, users are directed to contact the Kaiser Permanente Member Services Call Center.

Uploaded by

johann ramirez
Copyright
© © All Rights Reserved
Available Formats
Download as PDF, TXT or read online on Scribd
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Secure Email System FAQs

If you have any issues or concerns these FAQs do not address, please contact the Kaiser Permanente
Member Services Call Center at 1-866-529-0776.

What happens if I forgot the password I set on the secure email window during
registration?
If you forget the password you set during registration, you can click the “Forgot Password” link.
A password reset message will be sent to the email address you used to register. Please click
the link in that message to reset your message.

Why does Kaiser Permanente encrypt emails with sensitive data?


Kaiser Permanente uses secure email to send sensitive data to our members and third parties
to prevent unauthorized individuals from gaining access to the information.

I don’t see a mobile link for the mobile application.


There is no mobile app. You can still access your secure message directly from a mobile device
using the quick view link. Downloading files will vary depending your mobile phone.

I received “Message Not Found” when I clicked on my link.


You are receiving the message because the link to your file has expired. You will need to click on
“download attachment” to access your file/message.

Who can I contact if I have any further questions or if I require assistance with
the new secure email system?
Please contact the Kaiser Permanente Member Services Call Center at 1-866-529-0776

Can business associates outside of Kaiser Permanente initiate secure messages


to me?
No, third parties cannot initiate an encrypted communication using Kaiser Permanente’s secure
email system. The initial email must be sent by someone within the Kaiser Permanente user
community, and then the recipient can reply to that email in a secure, encrypted manner.

Why is “Quick View” no longer working?


Quick View is only valid for 14 days from the send day.

Why is my secured email no longer accessible to me?


All secure emails are only available 30 days from the send day.

Updated September 2021


What browsers work with the secure email system?

Where can I obtain additional support or information?


Additional information is available on the vendor support page:
Proofpoint Encryption Help (kp.org)

How do I reset my secure email password?


1. Open the message and click on the attachment.
2. In the dialog box that displays, click “Click to read message.”

3. On the login screen, enter your email address and then click “Forgot Password.”

Updated September 2021


4. Answer your security question and select “Continue.”

5. Create a new password and click “Continue.”

Updated September 2021

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