Secure email guide
> Contents
How do I open the encrypted email message?
4
I have forgotten my password, what do I do?
8
How do I update my secure email account details?
12
How do I save my secure message
17
FAQ
18
If you have any problems with the content of this user guide
or with the secure email system, please contact our technical
team on 0808 234 5200 (or +44 1732 427279 if you are
calling from outside the UK) Opening hours are 8am to 6pm,
Monday to Friday.
Secure email guide 3
> How do I open the encrypted email message?
When you receive a secure message
from Prudential, the message will be
flagged with the [SECURE MESSAGE]
tag in the subject line.
The instructions are as follows:
1) Open the email attachment
securedoc.html to go to the
secure message login screen.
2) At the secure message login screen,
you will be prompted to register
if this is the first time you have
received an encrypted message
from Prudential.
Please note that registration is a
mandatory process and you will only
have to do so once.
4 Secure email guide
3) You will then arrive at the
registration form.
If you are responding from a secure
message from Prudential please use the
original email address you gave when
you requested your information.
If you use a shared email address to
receive emails from Prudential i.e If
your central email box address is
[email protected] then
enter the first name as Example and
the surname as Team, then set up a
generic password and security question.
The best idea for managing this would
be to allocate one person to maintain
the password and security question
and communicate these to the rest of
the users.
Secure email guide 5
4) If your registration is successful, the
following message will be displayed:
5) Please check your inbox for an
email with subject Activate your
Prudential secure message account.
You will need to open the link in the email
to activate your secure message account.
6 Secure email guide
6) This will automatically activate your
details, and confirm this by showing
the following screen:
7) Now that your account has been
activated, please re-open the original
email you received from Prudential
and re-open the securedoc.html
attachment.
Upon reopening, you will be see the
secure message login screen, but this
time the message will have changed
requesting your password.
Enter your password and click on
the ‘Open’ button.
If you have problems at this stage
please try clicking on the "Open
Online" blue link on the bottom
right of the envelope and follow the
instructions on the next page of
this user guide.
8) Upon clicking on the ‘Open’
button the message is decrypted
and displayed.
Secure email guide 7
If you clicked on the Open Online link on
the bottom right of you envelope you will
see the following screen.
Please enter your password and click on
the Open message online button. Your
message will be decrypted and displayed.
> I have forgotten my password, what do I do?
If you forget your password, there is a
‘Forgot Password’ link within the email
message envelope.
8 Secure email guide
1) After clicking on the ‘Forgot
Password’ link, you will be asked
to type in your email address and
click ‘submit’.
2) You will then be requested to enter
in the answer to your ‘Security
Question’ that you selected at
registration, then click ‘submit’.
3) If the correct details are supplied and
the system is able to locate your
account, a confirmation screen will
be returned.
You will then receive an email with
a password reset link. Go to your
inbox and open the email.
Secure email guide 9
4) Click on the link in the email to reset
your password.
5) Upon clicking this link, you will be
requested to ‘Change Password
details’ and enter your new
password. Click ‘Confirm’ to reset
your secure email password.
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6) If your password has been reset
successfully, you will receive
a confirmation email:
You will now be able to return
back to your initial message and
open your message.
Secure email guide 11
> How do I update my secure email account details?
If you want to update your registration
details you need to login into your
account using the following link
https://secure.prudential.co.uk
The log in screen will ask you
for your email address and password:
If the correct details are supplied, the
welcome screen will be returned:
Click ‘Update account details’.
12 Secure email guide
The following screen will be returned:
You can then select whether to update
your email address, your password or
your security question.
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If you want to update your email address,
the following screen will be returned:
14 Secure email guide
If you want to update your password,
the following screen will be returned:
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If you want to update your security
question, the following screen will
be returned:
Complete the form with details requested
and click on the ‘Confirm’ button.
If your update has been successful, the
following screen will be displayed.
Your details are now updated and you
should click logout.
Please note: If you have updated your email address you will no longer be able to access the messages sent to your
old email address.
If you have updated your password you will need to use the new password to access all messages (old and new).
16 Secure email guide
> How do I save my secure message?
Your message will not expire. You will however, need to enter your password each time you want to access the message.
If you want to save your message, you will have to do so using your own email client.
Secure email guide 17
> FAQ
General questions
Question
Answer
I haven't received an email from
Prudential in my inbox.
Please ensure you check your junk/spam folder in case the email has been
blocked by your email software. If it has been delivered here by mistake select the
'Not Spam' or 'Not junk' button so that subsequent emails appear in your inbox.
Can I register using my mobile?
You will not be able to register using your mobile. You will have to access the
registration pages using your computer.
What if I want to access secure messages
using my mobile?
It may be possible to access your messages directly using your mobile. This will
depend on the browser on your phone, however this will require you to register first
on your computer.
Do my new messages expire?
Your message will not expire. You will however, need to enter your password each
time you want to access the message.
If you want to save your message, you will have to do so using your own email client.
How do I save messages?
You can save the securedoc.html attachment to your file system, but you will
always need to enter the password in order to read the contents.
How long will it take to activate
my new account?
You will receive an activation email shortly after registering. Usually this is within
1 minute but dependant on demand this could take up to 10 minutes.
How do I reply to a secure email?
You must select the reply option within the secure message. If you reply to the
notification email, this will NOT be sent securely.
Why have I been sent a copy of my reply?
This is so you have a copy for your records.
Can I forward my secure message?
No.
Why cant I forward my secure
message directly?
This is for Prudential security purposes.
Is secure email compatible with all
browser versions? IE6/7/8, Mozilla
Firefox etc?
Yes, although this will depend on the settings you have created.
What should I do if I'm having problems
opening my secure message?
What should I do if the login screen is not
properly displayed when I open the
encrypted message file attachment?
For example, what if the file contains
unreadable text or HTML markup (such as
<!-- or -->), or the Open button is missing
from the envelope?
18 Secure email guide
Your local PC security or application settings may be preventing you from opening the
attachment. Please use the “Open Online” link on the bottom right of the envelope.
Note: Prudential are not able to advise you on how to install or configure settings at
a local level. Support for this service will be limited to information on the tools
required to access emails.
If you have a problem viewing the login screen, forward the message
to [email protected]. The Prudential Secure Mail Service will send you
a message with a temporary link so that you can click to view the encrypted message
on a secure server.
If this doesn't work please contact our technical team on 0808 234 5200
(or +44 1732 427279 if you are calling from outside the UK) Opening hours are
8am to 6pm, Monday to Friday.
Advisers using secure email
Question
How do I register?
How do I update my account details?
(e.g. email address, password)
Answer
You can register for secure email by clicking on the registration link that has been
added to the contact us page on www.pruadviser.co.uk.
You can also register for secure email by clicking the ‘Register’ button on a secure
email sent to you from Prudential.
You can update your secure email account details by clicking on the update account
link that has been added to the contact us page on www.pruadviser.co.uk.
Customers using secure email
Question
Answer
How do I register?
You can register for secure email by clicking on the ‘Register for an account link on
www.pru.co.uk. This can be found by selecting the ‘send us a secure message’
option under ‘Keep in Touch’.
How do I update my account details?
(e.g. email address, password)
You can update your secure email account details by logging in to your account
on www.pru.co.uk and selecting to update your account details.
Secure email guide 19
GENM11025 11/2016
www.pru.co.uk