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Not receiving the Registration or Password Reset Confirmation Email for Email Encryption

    • Updated:
    • 20 Sep 2019
    • Product/Version:
    • Encryption for Email
    • Platform:
    • N/A N/A
Summary

When receiving an encrypted message for the first time, the Zero-Download / "My Private Post" portal will ask you to register your email address with the service. At the end of the registration or password reset process, a confirmation email will be sent to verify your address. However, the confirmation email is not received.

This happens because, under certain circumstances, the email cannot be delivered, or is blocked by your service provider.

Details
Public

To fix the issue, below are some of, but not limited to, the things the you can do:

  1. Check if the confirmation email was sent to the spam folder.
  2. Contact your mail admin or service provider to:
    • Configure the geo-fencing. Geo-fencing only allows to receive emails from certain sources, which could be limited to pre-defined subnets, service providers or countries. You can expect the confirmation emails to be sent from the following IP addresses:
      • tmes-relay1.trendmicro.com (150.70.239.18)
      • tmes-relay2.trendmicro.com (150.70.239.19)
    • Check the content filters for false positive detections.
Premium
Internal
Rating:
Category:
Register
Solution Id:
1116760
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