QnA
Secure Exchanges encounters an update or installation error
If you see this window pop up when opening your Outlook, here are the steps to follow to resolve the issue: 1. Close your Outlook. 2. Press the Windows key + R. 3. Copy and paste this: %userprofile%\AppData\Local\Apps\2.0 and press OK. 4. Select the ...
My pre-scheduled email with protected content is not sending.
It is not possible to send a pre-scheduled email with secure content using Secure Exchanges.
Secure Exchanges encounters an error when installing or updating the software
If you see this pop-up appear when opening your Outlook, these are the steps to follow in order to fix this issue. 1. Close your Outlook 2. Press the Windows key + R 3. Copy and paste: %userprofile%\AppData\Local\Apps\2.0 and press OK 4. Select ...
I get an error message when I open the connection email.
When you log in to Secure Exchanges, you will receive a validation email to verify your identity before accessing your account. By clicking on the link in the email, you will be directed to your browser in your account. *Text message verification may ...
I use Secure Exchanges with the same email address and on two different machines, how can I avoid having to reactivate my license each time I use it?
To avoid having to activate your license on your devices each time you use it, you must configure your ID Profile in Outlook. This parameter allows a user, who uses Secure Exchanges on two different machines with the same email and whose license is ...
Can I manage my preferences for the Secure Exchanges newsletter?
Regarding the management of newsletter emails' receipt, you have the choice between the options mentioned in the video below: 1. In Options / My account 2. Click on the @ 3. Here you can choose the type of communication you would like to receive.
How do I change the time zone on my account?
To change the time zone, you must log in to your account on our online portal and choose the time zone corresponding to your country in the appropriate box:
How to enable two-factor authentication?
To activate two-factor authentication, you must log in to your account from the online portal and then you must check the box "Activate 2FA authentication". The video below demonstrates the steps in detail:
I can't send my documents on the envelope that was sent to me?
If you are unable to use the link provided to you to attach confidential documents, this means that the link has expired. You should contact the person who sent it to you in the first place and ask them to resend you another envelope.
I can't open an email I received through Secure Exchanges?
If you are unable to open an email that you have received through Secure Exchanges, two scenarios are possible. The email may have expired, or the sender of the email may have destroyed it. You need to check with the sender of the email and ask them ...
I submitted my request and the corresponding documents via Secure Exchanges and I want to know what is the status of my request?
We do not have access to items shared through Secure Exchanges. To follow up on your requests, please contact the organization in charge directly.
If I don't have Secure Exchanges, can I send confidential information to a Secure Exchanges user?
Yes, you can send confidential information to a user of Secure Exchanges even if you do not have a license. To do this, your interlocutor must send you an envelope on which you can write to him or attach the confidential information that you wish to ...
I was unable to download a document sent via Secure Exchanges, is it possible to ask the Secure Exchanges team to resend it to me?
Secure Exchanges has no access to shared documents through its technology. If you were unable to download your documents, you should contact the person who sent them to you
My Outlook connector has disabled, what's wrong?
First you need to check if your license is still valid. If your license is not initialized, you must retrieve it by clicking on the "Retrieve my license" button below: If your license is still valid, you must check the number of messages remaining on ...
Is it possible to send a secure SMS with Secure Exchanges on the online portal ?
Yes, you have the option of sending a secure SMS with Secure Exchanges. To do this, you must log in to your account on our online portal. You must click on “Send a secure message”. Then, on the button you see below, select SMS then insert the cell ...
Is it possible to send secure documents from the mobile?
Yes, you can secure the sending of your confidential documents from your mobile by connecting to our online portal.
Can I secure online access to my Secure Exchanges account?
Yes, you can secure access to your account from the online portal by choosing to enable the two-factor authentication option. The following video will guide you to do it:
How do I cancel my SE subscription?
To cancel your subscription, you must log in to your account on our online portal. Then you must click on Options-Billing and discounts: Then, you need to click on the Cancel Subscription button.
Is it possible to keep track of emails sent via Secure Exchanges?
When you share emails using Secure Exchanges, no trace is saved on the Secure Exchanges servers or on your email servers.
Is it possible to save confidential exchanges made via Secure Exchanges?
Our SESAR solution makes it possible to archive and synchronize all secure exchanges via Secure Exchanges. For more information about this service, we invite you to visit the following page: What is the role of SESAR? To purchase a SESAR service, ...
Is it possible to delete the history of my emails via Secure Exchanges?
No, there is no option to delete the history of your Secure Exchanges logs.
Does Secure Exchanges save the documents exchanged through its solution?
No, Secure Exchanges does not have access to information shared through its solution. All exchanges are encrypted end to end.