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SecureMail

Common questions for the HSBC secure mail facility

Receiving a SecureMail message

I have received a SecureMail message but I can't find the message_zdm.html attachment referred to in my email. What do i do?

Depending on your mail reader, the attachment will be placed either to the top or bottom of the email. If you are still unable to find the attachment, please refer to the Mail Reader help section which provides more information about opening the attachment on common email applications.

How do I set my up my SecureMail account?

You will be able to set up a SecureMail account when your HSBC Relationship Manager or HSBC representative sends you an email for the first time using SecureMail. If your organisation already uses the SecureMail solution provide by Voltage then you will not have to set up an account. For a step by step guide to set up a SecureMail account, please see the SecureMail User Guide available at www.hsbc.com/securemail.

How do I read a secure email sent via SecureMail?

To read your secure email, download and open the message_zdm.html attachment. On the page that opens in your web browser, click the 'Sign in and Read Message' button.

If you already have an account, verify your email address and enter your password to sign into SecureMail. If you do not have an account, you can create one by following instructions on the screen or see the SecureMail User Guide available at www.hsbc.com/securemail. After you are logged in, the secure message displays in your web browser.

How do I access attachments sent to me in my secure message?

Once you are logged in and your message is displayed, you can open any attachment by clicking View or Download links next to the attachment name. If the programme is known, the attachment is opened automatically, if not, the attachment opens in a new browser window. You may also be presented with a pop up box giving you options to open or save the attachment to your own network drive.

What does it mean if the signature on my SecureMail message is marked valid with a green tick?

Every secure email is signed by the sender of the message to ensure authenticity of the sender and data integrity of the message. The green tick means that the signature associated with this email is valid and the message can be trusted.

What does it mean if the signature on my SecureMail message is marked invalid with a red cross?

Every secure email message is signed by the sender of the message to ensure authenticity of the sender and data integrity of the message. The red cross means that the signature associated with this message is not valid and the message may have been forged. We recommend that you contact your Relationship Manager or HSBC representative to check if the email is genuine.

Can I read my email encrypted by SecureMail on my Smartphone?

SecureMail messages are designed to be read from desktop or laptop computers only. Depending on your phone browser, you may still be able to access the message from your Smartphone however; this is not recommended or supported by HSBC.

Replying to a SecureMail message

How do I reply to a secure email?

You can reply to the originator of the message by:

  1. Clicking 'Reply Secure' at the top of the secure message. This will take you to the reply screen. The originator's email address is already entered in the To: field. You will not be able to add any further names in the To: field.
  2. Type your reply. The original message is already included in the composition area.
  3. Click 'Send Secure' to send your reply.
  4. Please note that if you are sending a reply on behalf of your company; your normal company email disclaimer will not be shown in the reply unless you insert it manually.

How do I add an attachment to my reply message in SecureMail?

To add attachments to your reply:

  1. Click 'Choose File...' in the Attach field and select a file. The selected file is uploaded immediately.
  2. To remove attachments, click 'Remove'.

How do I get a copy of the source email that I have composed?

To get a copy of your reply, click Send a Copy to my Inbox to the right of the To: field. When you send the message, an exact copy of your reply is sent securely to your email account. If you decide you no longer wish to receive a copy, click Do not send a copy to my inbox to the right of the 'To:' field before sending the reply.

Forwarding a SecureMail message

Can I forward my secure message to other parties?

For security reasons, you will not be able to forward messages to HSBC or any other parties.

Composing messages in SecureMail

Can I use SecureMail whenever I want to communicate with you securely?

SecureMail enables you to reply to the originator of a secure message however; for security reasons, you will not be able to compose or forward messages to HSBC or any other parties.

General SecureMail questions and answers

What is SecureMail?

SecureMail is an email encryption solution provided by Voltage Security Inc., and can be used with any email application. SecureMail is compatible with desktops, laptops and netbooks.

If you receive a secure message this way you will need to set up a SecureMail account. To set up the account and view your message, you will need connection to the Internet and access to a web browser.

How secure are SecureMail messages?

The secure email is encrypted with the equivalence of a 1024-bit key. It uses breakthrough Identity-Based Encryption to ensure the privacy of confidential information without compromising ease of use. Each message is also signed by the sender to ensure authenticity of the sender and data integrity of the message.

In addition, all decrypted email messages are viewed through your web browser using an SSL/TLS connection.

Is the SecureMail solution suitable for everyone?

Messages sent via SecureMail can be received securely by any email application. To view the secure message, you must also be connected the internet and have access to a web browser.

Will using SecureMail to read my message cost me anything?

There are no cost implications to receive or reply to emails encrypted by SecureMail.

Will I have to download or purchase any software to receive secure email via SecureMail?

There are no requirements to download or purchase any new software when using SecureMail.

When I previously used SecureMail, I downloaded an application for my BlackBerry. This application no longer works. Why?

Due to changing technology on BlackBerry and customer feedback, it was felt this application should be withdrawn. Depending on your phone browser, you may still be able to access the message from your BlackBerry however; viewing SecureMail messages on your BlackBerry is not recommended and no longer supported by HSBC.

I do not have TLS configured on my email server and do not have a web browser to view a SecureMail message. How will I be able to view the secure message?

If you cannot accept TLS email traffic and do not have a web browser to use SecureMail, we will not be able to send you the information securely by email using Forced TLS or SecureMail. Contact the originator of the message who can talk through appropriate solutions to sending the information via an alternative secure method.

Remember, it is against HSBC's policy to send information insecurely if the information could pose a risk to you, HSBC and other customers if intercepted by someone else.

Every email receives via SecureMail will contain the same anti-phishing image that is assigned to you on your first SecureMail email from your HSBC Relationship Manager or HSBC Representative. If you are ever in doubt please contact your HSBC Relationship Manager or HSBC representative by telephone rather than email.

Can my company set up one SecureMail account for all their employees?

For security and technical reasons, each recipient of the email must have a SecureMail account to ensure the email is going to the authorised individual. Therefore your company cannot set up one SecureMail account for all employees.

If the email is sent to a shared email account, the owner of the account will need to set up a SecureMail account and share the account access details in accordance with your company security policies.

What about the possibility of SecureMail being blocked by Spam filters?

Spam filters work in different ways. They may filter emails by looking at the email header, subject line, email content or simply looking at the frequency the email is received from a source that you have not authorised. Depending on the spam filter used by your email service provider, email from HSBC encrypted by the SecureMail may be blocked or placed in your junk mail. If you are expecting an email but do not see it in your inbox, firstly check your junk box or if you have received notification that an email has been blocked, check the sender's email address. If you trust the source then you can continue to retrieve the email in the way that you normally do. You may also need to change the settings on your own filter - for example some settings prevent encrypted email being received.

Will all emails from HSBC be encrypted by SecureMail?

Emails will only be encrypted if the information contained could pose a risk to you or HSBC if intercepted by unauthorised recipients. If a Forced TLS connection is not in place with you, your email will be encrypted by SecureMail or an alternative approved solution that secures the information delivered to you.

Where can I find more information about SecureMail?

Visit www.hsbc.com/securemail for more information about SecureMail.

Who can I contact for more help with SecureMail?

If you cannot find the answers you are looking for here or from any information provided on the www.hsbc.com/securemail website, then please contact your HSBC Relationship Manager or HSBC Representative that sent you the email.