Frequently Asked Questions

Messages stored in the Secure Message Center are encrypted with 168-bit triple DES encryption. Messages are viewed using standard SSL secure Internet connections with high (128-bit) encryption. This level of encryption is considered highly secure by industry standards.

You must use one of the following:

• Microsoft® Internet Explorer® version 6.0 and 7
• Mozilla® Firefox® version 2.0 or higher
• Apple® Safari™ version 2.0 or higher

Other Internet browsers may be used, but are not supported by Zix Corporation.

You must use one of the following:

• BlackBerry® version 4.2 or higher
• SmartPhones running Windows® Mobile 5.0 or 6.0

Other handheld devices may be used to view your messages, but are not recommended/supported by ZixCorp.

You can access the Secure Message Center from a supported handheld device or any computer with access to the Internet, one of the supported SSL-enabled Internet browsers and your valid log in information.

To open your secure email messages, the Secure Sockets Layer (SSL) option in your Internet browser must be enabled. See your Internet browser help for more information on SSL options.

Additionally, JavaScript must be enabled and pop-ups can not be blocked for the portal Web address.

Privacy settings must be set to medium, or lower and cookies must be enabled. See your Internet browser help for more information on privacy settings.

If the error message is about your email address and/or password, make sure that you have entered your Email Address and Password information correctly.

If you still can not sign in, click the Forgot your password? link on the Sign In page. On the Password Reminder page, enter your email address and click Submit and a password reminder will be sent to your registered email address. If you still can not remember your password, you can change it using the instructions in Changing your Password.

If the error message is about something other than your email address and/or password, contact Customer Support.

Information on how to contact Customer Support is located on the Sign In page of the Secure Message Center.

On the Sign In page, click the Change your password link. See the instructions in Changing your Password for more information.

On the Sign In page, click the Forgot your password? link. On the Password Reminder page, enter your email address and click Submit and a password reminder will be sent to you. If you still can not remember your password, you can change it using the instructions in Changing your Password.

After three unsuccessful sign in attempts, you will be locked out of your account for 30 minutes.

If you become locked out of your account, you will be sent a notification email message to the email Inbox of the email address you entered, while signing in, if it is a registered email address.

The email sent to you contains information on how to change your password and unlock your account. You can always click the Change your password link on the Sign In page to change your password at any time.

If you need additional assistance, contact your Customer Support center using the information on the Sign In page.

The attachment limits, including how many files you can attach, and the maximum combined file size limit is indicated on the Attach File page. Attachments can be received and downloaded on the handheld devices, but sending attachments from a handheld device is not supported.

Note: The larger the size of each file, the longer it takes to upload or download.

No, the Secure Message Center servers receive the email messages securely over SSL and store them using 168-bit, triple DES encryption. Intended recipients must use their password to open any email messages they receive, therefore no one else can view your messages.

If the message has expired and been deleted, it is no longer available. Due to the security features of the Secure Message Center, the sender of the message must re-send it to you.

When a message expires, an expiration notification email message is returned to the sender. The sender has the option to resend the message at that time.

You can still access the Secure Message Center from an expired message notification in your regular email Inbox, but will not be able to see the expired email message.

Information on how to contact Customer Support is located on the Sign In page of the Secure Message Center.