These are frequently asked questions about encrypted email messages sent from Raymond James Ltd. Click the question link to view the answer.
A: ProofPoint is a brand-name term used in Secure Messaging.
A: Financial advisors and associates use Secure Messaging to encrypt email sent to clients and vendors to protect private information. Clients and vendors can send secure replies.
A: Yes, it is safe. The attachment is part of all Raymond James secure emails.
A: Yes, Secure Messaging times out after 15 minutes. Because the email contains private information, the best practice is to respond to the sender, if necessary, and close the email within a short time after your review.
A: Follow the steps on the screens to log back on and view your original message.
A: Yes. Like the original secure email that you received, replies are secure.
A: To ensure the security of PII (Personally Identifiable Information), secure email cannot be forwarded.
A: To reply:
A: To add an attachment:
Figure 1. The Attach a File link for adding attachments
A: Every secure email is electronically signed to ensure the authenticity of the sender and the integrity of the message data. Theindicates that the signature associated with this email is valid and
the message can be trusted.
Figure 2. A message with a valid signature can be trusted
A: Occasionally, an email is mistaken for an unsolicited email. If you do not receive the expected email after a short time, check any email filtering folders (such as a Junk or Spam folder) for the message. You can change the filter to allow Raymond James secure messages.
A: Yes, most smartphones and tablets (for example, iPads and Android Playbooks) can receive secure emails.
A: No, Secure Messaging emails do not expire. However, a Secure Messaging email is available for viewing on a mobile device for three (3) days. After that, the message remains accessible from a desktop or laptop computer until deleted.
A: The system will prompt you to create a password the first time you access a secure email.
A: To reset your password:
1. Click the Forgot Password link on the Login screen.
Figure 3. The Login screen
The Reset Your Password screen appears.
Figure 4. The Reset Your Password screen
2. Type the answer to the security question in the Answer field, and click the Continue button.
The Enter New Password screen appears.
Figure 5. The Enter New Password screen
3. Type the new password in the New Password and Confirm Password fields.
4. Click the Continue button.
A: Please contact your financial advisor for assistance.
A: No, answers to security questions are not case sensitive.
A: After the third unsuccessful attempt to log on, the system locks your account for 25 minutes. You can try again to enter your password after the lock-out period. You can also select the Forgot Password link to reset your password. (A successful password reset during the 25-minute lock-out period does not unlock the account.)
A: If the link is not active, open the SecureMessageAtt.html attachment and then select the log in link again. If you are unable to open the attachment, try opening the secure email and the attachment on a laptop or desktop computer. You can also contact the sender, if needed.
A: Some devices, including Androids, may require a document viewer application to open and view attachments, such as Word and Excel documents. Follow your device manufacturer's procedures for acquiring this type of application. If you are still unable to open the attachment, try opening the secure email and the attachment on a laptop or desktop computer. You can also contact the sender, if needed.
A: Click OK (or the equivalent) to open the secure message and view its contents.
For further assistance, please contact your financial advisor.