**If you have previously been connecting fine to this email account, it is likely just a temporary issue caused by one of the following reasons:**

1.  A disruption in your internet connection.
2.  Your email provider is having a technical issue.
3.  Your connection is being temporarily refused because you have too many email clients connecting at one time (this usually resolves on its own).

**If you are receiving this error during initial setup, there is an issue with your settings as we try and communicate to with your email provider. Here are some things to check:**

1.  Check that you are using your provider’s most recent IMAP settings. We cannot support POP email.
2.  Check your internet connection and firewall settings.
3.  Does your email provider require an “app-specific password?” [iCloud requires one](https://support.apple.com/en-us/HT204397), for example.You must set this up before you try to connect. You will use the new “application-specific” password in place of your usual email password in the SecureMyEmail Email Settings.
4.  Do you have two factor authentication set up with this provider? Try turning it off and retrying to see what happens.
5.  Does your provider use “Oauth” to authenticate you? (We have this setup with Gmail, Yahoo, and Outlook.com (as well as other Microsoft legacy email domains) so try sliding Oauth slider to “on” position in your Email Settings.
6.  If none of that works, [contact our Support Team](/contact-support-form). Tell them who your email provider is and what settings you’ve tried.

### Related Articles

*   [SecureMyEmail Mobile App Troubleshooting Guide](/support/securemyemail-mobile-app-troubleshooting-guide)

If you have previously been connecting fine to this email account, it is likely just a temporary issue caused by one of the following reasons.

If you receive “Unable to connect to email provider” error.

Have a question about SecureMyEmail Troubleshooting? Check the following topics.

Troubleshooting

Have a question about SecureMyEmail Account and Billing? Check the following topics.

ic_account_billing.svg

SecureMyEmail makes it possible to delete your SME Account entirely. Once your account is deleted, there is no way to recover it.

***

###To delete your account:

###### 1. Log in to your account at SME and go to **Settings → Account** and click the **Delete Account** button.
![delete-account@2x.webp](https://cdn.securemyemail.com/content-images/delete_account_2x_b82578ff70.webp)

###### 2. Confirm that you want your account to be **permanently deleted** by clicking **OK**. Keep in mind that you will lose access to SME app.
![permanently-deleted@2x.webp](https://cdn.securemyemail.com/content-images/permanently_deleted_2x_4e3dbf6d2b.webp)

###### 3. You will be asked for your Secret Passphrase to confirm the **DELETION** of your account.
![deletion@2x.webp](https://cdn.securemyemail.com/content-images/deletion_2x_edb939039d.webp)


SecureMyEmail makes it possible to delete your SME Account entirely. Once your account is deleted, there is no way to recover it.

How to delete your SecureMyEmail Account on iOS

SecureMyEmail makes it possible to delete your SME Account entirely. Once your account is deleted, there is no way to recover it.

***

### To delete your account:

###### 1. Log in to your account at SME and go to **Settings → Account** and click the **Delete Account** button.
![delete-account-android@2x.webp](https://cdn.securemyemail.com/content-images/delete_account_android_2x_b931b38a56.webp)

###### 2. Confirm that you want your account to be **permanently** deleted by clicking **OK**. Keep in mind that you will lose access to SME app.
![permanently-deleted-android@2x.webp](https://cdn.securemyemail.com/content-images/permanently_deleted_android_2x_fa15cae167.webp)

###### 3. You will be asked for your Secret Passphrase to confirm the **DELETION** of your account.
![deletion-android@2x.webp](https://cdn.securemyemail.com/content-images/deletion_android_2x_380cd1a565.webp)

How to delete your SecureMyEmail Account on Android

If you wish to add additional email addresses to encrypt, you may easily add them in the SecureMyEmail software or apps. There are several places to do this.

***

### Go to **Settings --Email Settings** and click on "Add Email Account"

![Settings-Email Settings.webp](https://cdn.securemyemail.com/content-images/Settings_Email_Settings_a50423e700.webp)




#### Or, go to the side menu in INBOX view and, if using the Mac or Windows software,  click on the four dots. If using the iOS or Android app, slide menu over to reveal the "Add Email Account"


![IMG_7821.webp](https://cdn.securemyemail.com/content-images/IMG_7821_11acb44585.webp)
![Image 5-11-24 at 5.37 PM.webp](https://cdn.securemyemail.com/content-images/Image_5_11_24_at_5_37_PM_106f9ae5f4.webp)

How to add additional email addresses to your SecureMyEmail account.

How to add additional email addresses to your SecureMyEmail account

Account and Billing

Have a question about SecureMyEmail Email setup? Check the following topics.

email.svg

We designed SecureMyEmail to be intuitive and built in many instructions. Still, we hope you find this guide helpful. As all the apps are virtually identical, we’ll just use screenshots of our iOS app to walk you through a typical setup.

* * *

**IMPORTANT TROUBLESHOOTING NOTES: Here are some items that can cause issues that you may want to check beforehand, or continue install and see if there is an issue and correct:**

1. You must have SMTP and/or IMAP enabled with your email provider. Usually this is no issue, especially if you are already using email with a non-webmail email client. We typically only see this with outlook.com accounts (especially if purchased through GoDaddy), but if you have issues with your email loading, this could be the issue.

2. Certain VPNs (ours, and many others, work just fine, but those that filter or interfere with your traffic can cause issues), Antivirus, Ad Blockers, Firewalls, or other security software such as Windows Defender, may cause issues with setup or connecting. Usually we only see this on Windows PCs and it is easily remedied by "allowing" SecureMyEmail.

* * *


**Create your Account**

After installing software, choose “Create Account.”

![Image-1-113.webp](https://cdn.securemyemail.com/content-images/Image_1_113_1d62bb0862.webp)
* * *

**Enter your information**

![Image-1-112-473x1024.webp](https://cdn.securemyemail.com/content-images/Image_1_112_473x1024_20e29ea601.webp)
NOTE FOR CURRENT PGP USERS: If you wish to use your current PGP keys with SecureMyEmail, you will need to start with our Mac or Windows software. During setup, you will be able to import your existing keys. You can also import them later from Settings>>Advanced >>Import PGP Key.

**First Name /Last Name** – This will be your account name. Your email display names will be what you already have for each specific email address already.

**Email Address To Secure** – This should be the first email address you wish to provide encryption for and will serve as your Primary Email account and Account Username. It can be changed later  in Email Settings once you add additional email addresses.

**Account Password** – This will be your overall SecureMyEmail account password, but NOT the same as your individual email account passwords, or your secret encryption passphrase.

**Click “Sign Up”**

* * *

**Create Secret Password/Passphrase**

![Image-1-11.webp](https://cdn.securemyemail.com/content-images/Image_1_11_5cba9a5d27.webp)
This is the most critical step. You should create a very good password or passphrase that you will commit to memory and/or keep in a safe place. Only you will know this password. It will be paired with a military grade 4096-bit decryption key we will create for you.

Passphrases or sentences are superior to passwords as they are harder for computers to guess if done well. Do not choose a song lyric or sentence from a book. It should be unique. Misspell a word or two for even better security. That drives computerz nuutzz. Just make certain it’s something you can remember!

Once you fill in the fields with your new password/passphrase, click “Next” and we’ll create your keys.
![Image-1-14.webp](https://cdn.securemyemail.com/content-images/Image_1_14_416007e0d1.webp)

Only someone that possesses your private key and your secret password/passphrase can decrypt your email and attachments. Again, the idea here is that even if someone stole your device, hacked into it, then hacked into your email, and then even somehow retrieved the private key, they would still be unable to decrypt your email and attachments unless they also have this secret passphrase.

**It is the ultimate in security but PLEASE write your secret passphrase down on paper and keep it somewhere safe until you are certain you will never forget it.  Because, if you do forget it, you too will be unable to decrypt your email. 🙂**

![Image-1-13.webp](https://cdn.securemyemail.com/content-images/Image_1_13_43b1880ce9.webp)

* * *

**Uploading Secret Decryption Key**

![Image-1-15.webp](https://cdn.securemyemail.com/content-images/Image_1_15_85bd6990d6.webp)

We strongly recommend you upload your decryption key. It is encrypted with your secret passphrase before it leaves your device, uploaded through an encrypted tunnel, and remains encrypted on our secure servers in Switzerland. Again, without the secret passphrase, which only you know, no one can ever decrypt it. Uploading it will serve as a backup of your key in case something happens to your device(s) and will also make setting up additional devices SO much easier. But, with us, you don’t have to.

![Image-1-16.webp](https://cdn.securemyemail.com/content-images/Image_1_16_e91ea715d1.webp)
* * *

**Set up Your Profile**

![iOS-set-up-profile.webp](https://cdn.securemyemail.com/content-images/i_OS_set_up_profile_6214c6c89d.webp)

These steps are optional. You can upload a photo as well as link to your social media accounts. Why would you want to link to your social media accounts? To prevent someone from impersonating you. We call it Social Authentication.

As an example, if you authenticate to your Facebook account, and later invite a contact, the invited contact will see a Facebook badge on your SecureMyEmail profile that they can click on. When they click on the badge, it will take them to your Facebook profile page so they can verify that it is, indeed you, and not an impostor. The idea is that an impostor would not be able to authenticate to your Facebook page so they cannot earn the badge/link. Perhaps a bit overkill, but a nice feature in today’s world filled with phishing attempts and other impersonation fraud.

Just click “Next” when you’re done.

* * *

**Email Account Setup**

![Image-1-18.webp](https://cdn.securemyemail.com/content-images/Image_1_18_703b49c5c9.webp)

For Google/Gmail/G Suite, Yahoo Mail, and Outlook.com (including all email domains that are owned by Microsoft such as Hotmail), we are linked directly into their “Oauth” authentication systems, so set up should be easy and fairly instantaneous once you authenticate.

For MS Exchange, click on exchange icon, and then you just enter your email address and password and it should set up very easily.

If the email you entered when you set up is issued by one of the providers shown, click on the logo. If not, click “Other.”

* * *

**How to encrypt Gmail, G Suite,Yahoo Mail, Outlook.com and other legacy Microsoft email addresses (Hotmail, etc.)** 

After clicking on Google logo, you’ll see this screen. It should have your email information filled  in. Simply slide Oauth slider to the right.

![iOS-Oauth.webp](https://cdn.securemyemail.com/content-images/i_OS_Oauth_77b49fc59d.webp)

Now, click on the orange button that says “Authenticate” or “Re-authenticate” (if you had previously set this account up).

![Image-1-110.webp](https://cdn.securemyemail.com/content-images/Image_1_110_aac011ceba.webp)

You should now see the below. Click “Continue” and follow the steps Google presents for you to authenticate. They will vary based on what information exists on your device.

![Image-1-111.webp](https://cdn.securemyemail.com/content-images/Image_1_111_a0b720d78c.webp)

After successful authentication you should immediately be dropped into your INBOX. Mail should start loading immediately, but if you have a great deal of email, it may take a bit longer. You should be able to start sending encrypted email immediately.

* * *

**How to encrypt “Other” email providers…**

Pretty much everyone _else, including personal and business domains._

If you’re using a provider other than Google, Microsoft, Yahoo, or Exchange, you’ll need to manually input your email settings, **although we will attempt to enter these for you automatically from our large and growing database of email settings.** 

1. Fill in your desired email display name for this account or use the one we enter for you.
2. Enter the email address (check carefully…a typo is bad here)
3. Enter the password for this specific email account. (Does you provider require an “Application Specific Password” for third pary email software?)
4. Click “Next”

![Image-1-114.webp](https://cdn.securemyemail.com/content-images/Image_1_114_c66e028572.webp)

On the next screen you’ll need to closely check your settings. Again, we do maintain a database for many providers so we will attempt to populate these settings for you. Still, this doesn’t always work so you’ll want to check both the Incoming and Outgoing mail server settings closely.

![Image-1-115.webp](https://cdn.securemyemail.com/content-images/Image_1_115_a29ed6a336.webp)

&nbsp;

* * *

**Okay, I did all that and it still isn’t connecting…**

### Fear not. Here are some common things to try:

1. ##### Are you using the provider’s correct IMAP settings? (we do not support POP email)
 
2. ##### Are your internet connection and firewall settings ok? (if other email clients and internet applications are working okay this probably is not the issue).
 
3. ##### Does your email provider require an “app-specific password?” (**iCloud mail definitely does**, for example.) You must set this up before you try to connect and use the new password in place of your usual email password in the SecureMyEmail Email Settings)
 
4. ##### Do you have two factor authentication set up with this provider? (This can sometimes cause an issue so try turning it off and retrying and then you can try turning it back on)
 
5. ##### Does your provider use “Oauth” to authenticate you? (We have this setup with Gmail, Yahoo, and Outlook.com (as well as other Microsoft legacy email domains) so try sliding Oauth slider to “on” position to see if that helps.
 
6. ##### If none of that works, contact our Support Team and we’ll try to help.Many providers have small idiosyncrasies that, once worked out, will enable trouble-free connecting from there on out.
 

### Related Articles

* [How to set up Encrypted Email on a Mac or PC](/support/how-to-set-up-encrypted-email-on-a-mac-or-pc)

We designed SecureMyEmail to be intuitive and built in many instructions. Still, we hope you find this guide helpful. As all the apps are virtually identical, we’ll just use screenshots of our iOS app to walk you through a typical setup.

How to set up Encrypted Email on iOS and Android

![mac-blog.webp](https://cdn.securemyemail.com/content-images/mac_blog_42d51142f1.webp)

Hello there. Here is an overly-detailed step-by-step guide showing how to set up encrypted email with SecureMyEmail™ on a Mac or PC. 🙂

**IMPORTANT TROUBLESHOOTING NOTES: Here are some items that can cause issues that you may want to check beforehand, or continue install and see if there is an issue and correct:**

1. You must have SMTP and/or IMAP enabled with your email provider. Usually this is no issue, especially if you are already using email with a non-webmail email client. We typically only see this with outlook.com accounts (especially if purchased through GoDaddy), but if you have issues with your email loading, this could be the issue.

2. Certain VPNs (ours, and many others, work just fine, but those that filter or interfere with your traffic can cause issues), Antivirus, Ad Blockers, Firewalls, or other security software such as Windows Defender, may cause issues with setup or connecting. Usually we only see this on Windows PCs and it is easily remedied by "allowing" SecureMyEmail.

**NOTE: If you’re used to installing software on your computer, it’s doubtful you’ll need this guide, and think the steps are way way too granular. Just go [download the SecureMyEmail software](/encrypted-email-downloads) and jump right in. We made it very intuitive and it’s free to try (and free to keep if you use Gmail, Yahoo, or most Microsoft email domains).**

This was done on an iMac with a Gmail account but, because we’re geniuses ;-), the apps and setup are nearly identical for ease of setup on all your devices.

1\. If you don’t have the software installed yet, go to [our main website](https://www.securemyemail.com) and click on “Pricing + Downloads, or [just click here](/encrypted-email-downloads).

![1-Home-Page.webp](https://cdn.securemyemail.com/content-images/1_Home_Page_40875c7430.webp)

2\. Click on the compatible software for your device and download it.

![2-Download-Page.webp](https://cdn.securemyemail.com/content-images/2_Download_Page_ed91f21562.webp)

3\. Do you want to install it? Yes, you do.

![3-download.webp](https://cdn.securemyemail.com/content-images/3_download_5477fa79ea.webp)

4\. Accept the license agreement.

![4-accept-terms.webp](https://cdn.securemyemail.com/content-images/4_accept_terms_a9fab93c45.webp)

5\. This is me, trying to get an “action shot” of dragging the SecureMyEmail icon into the Applications folder to install it. Hopefully, you get the idea.

![5-drag-into-applications-folder.webp](https://cdn.securemyemail.com/content-images/5_drag_into_applications_folder_ccb0376ac5.webp)

6\. Install warning. Do you trust us? Yes, you do.

![6-launch-securemyemail-warning.webp](https://cdn.securemyemail.com/content-images/6_launch_securemyemail_warning_bdb263d72f.webp)

7\. SecureMyEmail installs and you should see an icon appear in your Menubar and Dock (Mac) or Desktop and Taskbar (when running) (PC). If it doesn’t automatically launch, click on the icon to launch SecureMyEmail.

![7-icon-appears-in-dock.webp](https://cdn.securemyemail.com/content-images/7_icon_appears_in_dock_ee51eaf088.webp)

8\. As a NEW USER, make sure you click on the section to create a new account.

![8-SME-Opens-copy.webp](https://cdn.securemyemail.com/content-images/8_SME_Opens_copy_025cf6021a.webp)

9\. Fill in your info to create a SecureMyEmail account. Be sure to enter the primary email you wish to secure. You can add additional emails after you complete setup of the first email and account.

![9-Fill-in-your-info.webp](https://cdn.securemyemail.com/content-images/9_Fill_in_your_info_51e08a840d.webp)

10\. Create your Secret Password/Passphrase. This is the password/passphrase you will keep private. No one will know it but you. It should be a good one because we will create your 4096-bit encryption keys using it. This password unlocks your private key and allows you to decrypt emails and attachments. It’s very important, but you can also change it later, so don’t freeze up. 🙂

Note that this is also the place that if you are already using PGP, and you wish to use your current PGP keys with SecureMyEmail, that you should stop and go to Settings >> Advanced >> Import PGP Key.

![10-Create-Secret-Password.webp](https://cdn.securemyemail.com/content-images/10_Create_Secret_Password_1cbe2ea08c.webp)

11\. Write your secret password/passphrase down and keep it somewhere safe. Trust us, unless you’re one of those people that can remember that October 3rd was a Tuesday when you were 3-years-old, and it was raining, you will likely forget it. That will be upsetting. Then you’ll ask us and we’ll have to tell you that, for security, we really don’t have it, and can’t recover it. Then you’ll be mad at us too. Please, just write it down for now. On paper. Old school style.

![11-write-it-down.webp](https://cdn.securemyemail.com/content-images/11_write_it_down_d6fbf52a5c.webp)

12\. Securely upload your keys to our servers so you have a backup and to ease setting up other devices. Unless you’re a  expert in backing up and managing cryptographic keys (some of you may be), we STRONGLY recommend you upload a copy to us.

It’s encrypted before it even leaves your computer, then travels through an encrypted tunnel to our secure servers in a secure data center in Switzerland.  It’s completely safe. Even if someone got a hold of it, without your password/passphrase, it’s useless. Also, if you just want to upload it, sync up all your devices, and then delete it off our servers, you can do that too at Settings >> Advanced >> Delete Active Secret Key from SME Servers.

![12-Upload-Secret-Key.webp](https://cdn.securemyemail.com/content-images/12_Upload_Secret_Key_c8c7e50dbd.webp)

13\. Next, is setting up your profile. This is all basically optional but nice if you plan to invite contacts and add them into SecureMyEmail. They’ll see your picture as well as see if you verified your identity with a social network. Probably overkill, but that’s how we roll.

![14-Set-up-your-Profile.webp](https://cdn.securemyemail.com/content-images/14_Set_up_your_Profile_60a5cf94b5.webp)

14\. Choose your Email provider. In this case, we’re setting up a Gmail address to encrypt, so we’ll choose Google. Microsoft keeps changing things, but for Microsoft 365/Office 365, Exchange seems to be best button. If you have Hotmail or Outlook.com, try Outlook.com.

NOTE: To encrypt @iCloud.com, @mac.com, or @me.com email addresses, you choose “Other” but you will need an app-specific password from Apple that you will use in place of your regular mail password. [Click here to get one.](https://support.apple.com/en-us/HT204397)

![15-Choose-Email-provider.webp](https://cdn.securemyemail.com/content-images/15_Choose_Email_provider_b67991211e.webp)

15\. When you click Google, SecureMyEmail connects to Google so you can sign in and authorize the app to manage your email. Next few slides show how this looks with Google.With other providers it will look different or be manual input.

![16-Gmail-Oauth-Sign-In.webp](https://cdn.securemyemail.com/content-images/16_Gmail_Oauth_Sign_In_022545e425.webp)

![17-Gmail-Oauth-password.webp](https://cdn.securemyemail.com/content-images/17_Gmail_Oauth_password_7adf4a55ab.webp)

![18-Permissions-step-1.webp](https://cdn.securemyemail.com/content-images/18_Permissions_step_1_31837fb77b.webp)

![19-permissions-step-2.webp](https://cdn.securemyemail.com/content-images/19_permissions_step_2_016b1d86e8.webp)

16\. If all that goes okay, and we are able to connect to your provider, you’ll get a success message. If there is a problem, or you get an “unable to connect” message, double-check your settings and [check out this article.](/support/if-you-receive-unable-to-connect-to-email-provider-error)

![20-Success-Message.webp](https://cdn.securemyemail.com/content-images/20_Success_Message_7820dec2e3.webp)

17\. And….you’re done. You should be dropped in your INBOX and see your email start to load, including a Welcome Message from us.  If your mail doesn’t load,  maybe hit the reload icon, or maybe just wait a few. Why are you so impatient? What’s wrong?

![21-New-INBOX.webp](https://cdn.securemyemail.com/content-images/21_New_INBOX_4b2fffb6e0.webp)

![22-welcome-message.webp](https://cdn.securemyemail.com/content-images/22_welcome_message_9b53c8afa7.webp)

Ok. Now, feel free to take a look around. Again, we tried to make most features intuitive and have instructions built in.  Or, maybe let’s send an encrypted email to someone?

### Related Articles

*   [How to set up Encrypted Email on iOS and Android](/support/how-to-set-up-encrypted-email-on-ios-and-android)

Here is an overly-detailed step-by-step guide showing how to set up encrypted email with SecureMyEmail™ on a Mac or PC.

How to set up Encrypted Email on a Mac or PC

Assuming you've already [downloaded the software for your device](https://www.securemyemail.com/encrypted-email-downloads/) and followed the easy built-in set up instructions, here is how to send and receive an encrypted email.

We're using a Gmail account but it works the same exact way with any email address.

We're also using Safari on a MacBook Pro, but the process is identical on any browser on Mac or Windows, as well as our iOS, iPad, and Android mobile apps.


## 1. COMPOSE MESSAGE
 
From INBOX, click COMPOSE button and the **New Message** window will open. 

**NOTE:** We are sending this message to our info@securemyemail.com mailbox which is NOT enrolled in SecureMyEmail so you can see what it looks like to send to a recipient that is NOT using SecureMyEmail. This will be the likely case with most people you send email to. 

Again, one of the main benefits of SecureMyEmail is that **recipients do NOT need to use SecureMyEmail to receive and reply to encrypted messages and their replies will be encrypted, including all attachments.**

![Compose_Message.webp](https://cdn.securemyemail.com/content-images/Compose_Message_556b7ad6a7.webp)


## 2. CHOOSE EMAIL ENCRYPTION OPTION
 
When you click the SEND button, you will see two encryption options: 
(**Send Encrypted** and **Send Encrypted+**). 

**NOTE: If you are sending to another SecureMyEmail user, the email will immediately send as both sides already have encryption set up through us. The recipient will need to use their SecureMyEmail software or apps to decrypt and reply. If you are ending to a mix of SecureMyEmail users and non-users, the software will automatically send them using the correct method.**

Again, if your recipient(s) are non-users of SecureMYEmail, you will see the following options:

**SEND ENCRYPTED** - just select an expiration date (one hour up to 30 days) and send it. Ok. You're done. :)

No password, key exchange, download, or registration is required by the recipient(s). Just wait for their reply.

**NOTE: Even though we forever delete the message from our servers upon expiration, you will always retain an encrypted copy of the email in your SENT and ENCRYPTED folders if you ever need to review or resend.**

![Send_Encrypted.webp](https://cdn.securemyemail.com/content-images/Send_Encrypted_b0ea4d1e26.webp)

**SEND ENCRYPTED+** - This method utilizes symmetrical encryption using the renowned ChaCha20-Poly1305 cipher suite. 

**This option also requires the recipient to know a password to decrypt the email.**

You will create and enter this password as shown below and then send it to your recipient via text, phone, or just use the optional HINT field so they can deduce it themselves.

After that, just choose expiration time, and SEND. That's it.

**NOTE: Although this method is overkill for most situations, it does ensure absolute zero-knowledge end-to-end encryption. In fact, even if your recipient's email account or provider is hacked, the email and attachments are encrypted and inaccessible without the additional password. The hackers won't have this password so they cannot access the email. ;-)**


![Send_Encrypted+.webp](https://cdn.securemyemail.com/content-images/Send_Encrypted_4b69b0087d.webp)

## 3. WHAT THE RECIPIENT SEES WHEN THEY RECEIVE YOUR ENCRYPTED EMAIL
 
Your recipient will just receive a regular email. We do add "(encrypted)" to the subject to be fancy and help the email stand out a bit more.

![Encrypted_Message_Received.webp](https://cdn.securemyemail.com/content-images/Encrypted_Message_Received_de738a0c9f.webp)

When they click "Unlock Message" this will verify they are the owner of the email account, a browser window will open, and we will thank them. **They only need to do this once. If you continue the conversation, they do NOT have to verify again.**

**NOTE: If you sent with a password, they do NOT have to verify their email and they will have immediate access to the email once they enter the password.**

![Thank_you_for_verifying.webp](https://cdn.securemyemail.com/content-images/Thank_you_for_verifying_d5f00d349c.webp)

 If you sent without a password, they will then receive a second email. In this email, we add "(verified)" to the subject to help it stand out.
 
 
![Verification Message Email.webp](https://cdn.securemyemail.com/content-images/Verification_Message_Email_e96f3eb6ea.webp)

When they click "View Secure Message" we open an encrypted tunnel from their device to our secure web interface where they read the message. If there are attachments, they can securely download them here too. 

![Secure Message Interface.webp](https://cdn.securemyemail.com/content-images/Secure_Message_Interface_98ab19de8a.webp)

They can then reply and we will encrypt the email and send back to you.

![Secure Message Encrypted Reply.webp](https://cdn.securemyemail.com/content-images/Secure_Message_Encrypted_Reply_8cb49ed154.webp)

![Your Secure Reply Was Sent.webp](https://cdn.securemyemail.com/content-images/Your_Secure_Reply_Was_Sent_45f1e35714.webp)


## 4. WHAT YOU SEE WHEN THEY REPLY
 

The email is highlighted in the SecureMyEmail software with a padlock to show it is encrypted. You can now reply, delete, or save the message. You will also retain a secure copy in your SENT and ENCRYPTED folders.

**NOTE: You will see encrypted messages in any email client/webmail that you use, but you will only be able to read and reply to encrypted emails in your SecureMyEmail software or mobile apps.**


![SME INBOX.webp](https://cdn.securemyemail.com/content-images/SME_INBOX_9959fb21a3.webp)

![Encrypted Message Received Expanded.webp](https://cdn.securemyemail.com/content-images/Encrypted_Message_Received_Expanded_9d7787226d.webp)


That's it!

SecureMyEmail allows you to send and receive encrypted email from Mac, Windows, iOS, and Android.

How to send and receive an encrypted email

Email setup

Have a question about SecureMyEmail Security? Check the following topics.

security.svg

Two-factor authentication (2FA) is an additional layer of security for your SecureMyEmail account. With 2FA enabled, you will be prompted to enter a 6-digit code when you log in to your account. This 6-digit code will be generated by an app installed on your mobile phone.

This means that even if your password is somehow stolen, an attacker still cannot get into your account without also having access to your mobile phone. Because of this security benefit, we recommend enabling 2FA on your account.

To use 2FA, you must first install an authenticator app on your mobile phone and have access to your phone while logging in to your account. There are many authenticator apps to choose from. Below are a few options.

### Android

*   [Authy](https://authy.com/)
*   [Google Authenticator](https://play.google.com/store/apps/details?id=com.google.android.apps.authenticator2&hl=en)

### iOS

*   [Authy](https://authy.com/)
*   [Google Authenticator](https://apps.apple.com/us/app/google-authenticator/id388497605)

* * *

Setting up two-factor authentication in SecureMyEmail
-----------------------------------------------------

1\. Go to **Settings → Security → Enable Two-factor authentication**.

![2FA.webp](https://cdn.securemyemail.com/content-images/2_FA_057d053ef5.webp)
  

2\. You will now see a QR code. Open the authenticator app on your mobile device, select the option to scan a QR code, and point your device’s camera at it. Note: do not scan the demo image shown below. Scan the image shown in your account settings.

![QR.webp](https://cdn.securemyemail.com/content-images/QR_f2bd2e0621.webp)

Once your SecureMyEmail account has been successfully added to your authenticator app, click Next.

3. Enter your 6-digit time-sensitive code provided by your authenticator app. Click Next when you’re done.

![OTP.webp](https://cdn.securemyemail.com/content-images/OTP_d60a0902d5.webp)

Please note that resetting your SecureMyEmail password will automatically disable 2FA. In this case, you will need to manually enable it again by going to your Settings → Security → Two-factor authentication.

* * *

How to authenticate from multiple devices
-----------------------------------------

If you wish to receive your 6-digit authentication codes on multiple devices — for example, your phone and your tablet — you must have an authentication app installed on each device. Then:

1. If you have already enabled two-factor authentication, you will need to disable it.

2. Go to Settings → Security → Two-factor authentication and scan the QR code using the authenticator app on each device. You can also take a screenshot of the QR code and save it for later to scan with your other devices.

Or you can also enter the 2FA key into your authenticator app manually if you prefer.

If you encounter any problems, please [contact our support team](/contact-support-form).



Two-factor authentication (2FA) is an additional layer of security for your SecureMyEmail account. With 2FA enabled, you will be prompted to enter a 6-digit code when you log in to your account. This 6-digit code will be generated by an app installed on your mobile phone.

How to enable Two-Factor Authentication (2FA)

Security

Have a question about SecureMyEmail Settings? Check the following topics.

settings-menu-tips.svg

Account Settings are where you can Manage your account, change your secret passphrase, sync and transfer your security keys to set up other devices.

Security Keys
-------------

### Upload/Transfer Private Key

This is where you can upload the private key from a particular device to our secure servers. PLEASE NOTE this will replace any private key that is already on our systems. There is usually no need to do this as most users upload their private key during initial setup. If you didn’t upload a key during setup, or chose a temporary option, or manually deleted your key from our systems, and now need to set up new devices, or wish to keep a copy of your key on our systems as a backup, you may do so here.

### Sync Device

This downloads your currently stored private key from our systems to your device. Devices should automatically attempt to sync to our servers, and offer to download your key from our systems, so this manual syncing is usually unnecessary. A reason to do this might be that if you uploaded your private key, or a new one, from another one of your devices to our systems, and now you wish to get that key on this device.

### Change secret email password/passphrase

This is NOT your Account Password. This is the secret password that encrypts and decrypts your email and enables other secure functions throughout SecureMyEmail. It should not be shared with anyone. This  should be used if you, personally, feel you wish to change your secret password/passphrase.

Do remember, for optimal security and privacy, we do not know and cannot recover your secret passphrase. Write it down and hide it now or you’ll likely forget it and be stuck.

Can’t remember your old secret passphrase? Check out **Regenerate Security Keys** under **Advanced Settings**.

Account
-------

### Change Account Password

This is where you can change your SecureMyEmail Account Password. This is NOT your secret password/passphrase for decrypting email. This is your password for your general account only.

### Manage Subscription

This is where you can manage your billing and payment methods. You can check when your account renews as well as add a credit card if your old one is expiring, or has expired.

### Related Articles

*   [Profile](/support/profile)

Account Settings are where you can Manage your account, change your secret passphrase, sync and transfer your security keys to set up other devices.

Account Settings

**The profile page is where you can:**

*   Add a picture that your SecureMyEmail contacts can see.
*   Change your Account Name
*   Manage your email accounts (add/delete an account, disable an account on a device, select your primary account, etc.)
*   Manage your subscription (edit payment info, etc.)
*   Verify your account via social networks (optional, but helps you verify your identity when you invite contacts)

### Related Articles

*   [Account Settings](/support/account-settings)

Profile

Settings menu & tips

troubleshooting.svg

This article should resolve most any issues you may encounter with SecureMyEmail. But, if not, we're happy to help!

Not to sound like Apple fanboys, but we have found that if issues occur, they usually occur on Windows PCs or Android devices because of the myriad of customization options, operating systems, and third party security solutions. But, not always. ;-)

***

## If you have previously been connecting fine to this email account, it is likely just a temporary issue caused by one of the following reasons:


**Your email provider "dropped your security token." **

This one is probably the most common. This usually happens if your email provider detects what they think is "suspicious activity" such as connecting from different IP addresses with a VPN or location change, etc. But, it can also "just happen" sometimes. 

The fix is easy though. You just need to reauthenticate by going to **Settings--Email Settings**. Click on the email address in question, and then the button for your provider, and then either sign into your provider again or double check your server settings if it's a manual set up. OAuth should be "on" for all major providers (Google, Yahoo, Microsoft, AOL) but off for other mail providers.

**A disruption in your internet connection.**

Doesn't happen a lot, but it can happen. 

**New security added to your network or device?**

This could be an OS update, firewall change, new security program (VPN, antivirus, anti-phishing, ad blocker, browser settings, etc.). Make sure SecureMyEmail is allowed/whitelisted if this is possible. If you can't resolve, please contact us with what info you have and we'll help you.

**Your email provider is having a technical issue.**

Again...doesn't happen a lot, but it does happen. Check other clients or webmail to make sure everything is okay.

**Your connection is being temporarily refused because you have too many email clients connecting at one time (this usually resolves on its own).**


**I have no idea.**

By far the most common. :) Go with these classics. They work. 

- Try restarting/power-cycling the device. This can clear out bad cached data, gremlins, and other ghosts in the machine.

- If a Mac or PC, try quitting SecureMyEmail,  clearing your browser cache, and then relaunching. Modern browsers try to cache data to "better your experience" and increase speed, but it can lead to issues. Always good to clear out the cobwebs.

-  Uninstall SecureMyEmail -- Restart device -- [Download and Install fresh software](https://www.securemyemail.com/encrypted-email-downloads/).  The big dog. Can work wonders with most any software or hardware.



***

## If you are having issues after initial setup, here are some things to check:



**Make sure IMAP and SMTP are enabled with your email provider.**

If you are already using email with a non-webmail email client, this probably isn't the issue.

We typically only see this with Outlook.com accounts (especially if purchased through GoDaddy), but if you have issues with your email loading, especially if you try to send email and see "Drafts folder not found." this is likely the problem.

GoDaddy (as of October 2024) appears to make you contact their support to get IMAP turned on. Which is absolutely ridiculous. They removed the button from Outlook settings interface we suppose in an effort to force you to use their webmail. They'll almost have to stop doing this as it breaks every client that is not GoDaddy webmail, but just FYI.

**VPNs/Proxies/DNS**

Our VPN service, and many many others, work just fine. But, those that filter or interfere with your traffic can cause issues. If that is the case, you probably don't want to use them, btw! 

Note that a really sketchy VPN (even some major ones) may even interfere when it is turned off or quit. But, again, if they are interfering with your networking and traffic this much, you should get a different VPN. 

**Antivirus Programs**

Make sure SecureMyEmail is "whitelisted" or "Allowed," etc. Once resolved, you may want to Quit and Relaunch SecureMyEmail. or, if you want to be sure it didn't corrupt the install,  or still doesn't work, uninstall SecureMyEmail, RESTART device, and reinstall. 

Most of these are easily fixed, but we can say that Bitdefender can be a real pain sometimes. Please feel free to send us any remedies you find for any particular antivirus programs as they can definitely be problematic!

**Ad Blockers** - These can interfere. Perhaps using a different browser with SecureMyEmail or if you can configure to only block ads per tab in your browser, that should help.

**Is SecureMyEmail running? Is it maybe a "stale window?"**

Check taskbars, etc. and click on SecureMyEmail icon and select "Open SecureMyEmail." Or, try relaunching from Start Menu (Windows), Applications folder/Dock (Mac), or on mobile device. Again, after relaunching, you **may** ned to click on the little SecureMyEmail icon in takbar to open.

**Firewalls**

Could be on your device or a hardware "network level" firewall. Doesn't happen a lot, but it can happen.

**Pro Tip: One way to narrow this, and other issues, down is to install one of our mobile apps and try to connect over Wi-Fi and cellular. If it connects over Wi-Fi, it's something on the other device. If it fails on Wi-Fi, but connects over cellular, it's likely network/firewall/ISP related.**

**Windows Defender**

May cause issues with setup or connecting. This should be easily remedied by "allowing" SecureMyEmail in Window Defender settings.

**Browser plugins and settings**

Best way to test? Copy/paste http://localhost:59269/#/login into another browser and try to log in. 

**Some security program (or person) says the connection isn't safe because it isn't using HTTPS? **

This is a false positive. SecureMyEmail uses what is called "Localhost" on Macs and PCs (and real applications on iOS and Android), which means SecureMyEmail runs locally on your device, not on a far off webserver like most others. This is far more secure than a website. HTTPS is to secure traffic between you and distant websites. Because we run "locally" on your device, you don't need HTTPS. You may have to contact the support of whatever program is telling you it's insecure so they can tell you how to fix their malfunction.

**Bad Data Caching**

Let's just say it's amazing what restarting a device, emptying your browser cache, or a full uninstall/reinstall of oursoftware can do. Devices and software can get gummed up sometimes.

**Does your email provider require an “app-specific password?”**

An app-specific password is a password your mail provider mandates that you use with third party apps in place of your real email password. This is to mitigate the risk of exposing your actual email password. When SecureMyEmail asks for your mail password, this is the password that you must use as your regular email password will NOT work.

Below are the major email providers that require this (with links to how to generate the app-specific password). 

[Apple iCloud Mail](https://support.apple.com/en-us/HT204397)

[Zoho Mail](https://help.zoho.com/portal/en/kb/bigin/channels/email/articles/generate-an-app-specific-password#What_is_TFA_Two_factor_Authentication)

[Fastmail](https://www.fastmail.help/hc/en-us/articles/360058752854-App-passwords)

**Do you have two factor authentication set up with your email provider?** 

Try turning it off and retrying to see what happens. If that seems to be the issue, contact support and we can investigate.

**If none of that works, [contact our Support Team](/contact-support-form) and we'll figure it out!** Tell them who your email provider is and what you’ve tried.


Comprehensive troubleshooting guide for SecureMyEmail.

Have a question?

Support Categories

If you receive “Unable to connect to email provider” error.