Recipient cannot open encrypted Outlook email

Question

We have Outlook and recently sent an encrypted Outlook email to a client who has a comcast.net email address. She is unable to access the encrypted message using the one-time pass code (twice). She is getting this message:

I encrypted by writing 'SECURE' in the subject line only. I did not choose anything in the Encrypt drop down options.

How can I help her open the email?

Answer 1

Hi ChristianAJW

Greetings

Thank you for posting in Microsoft Community.

Please let me know what encryption you're using in your Outlook?  I ask this because if you're using S/MIME encryption the sender and recipient must both have a mail application that supports the S/MIME standard.

Please let me know how long the recipient took to fill in the one-time passcode? Because after doing some research I found that the passcode expires after 15 minutes .

Kind Regards,

Momo

Answer 2

Sorry, I did not see your response! Yes, the second email had the same contents. I will try your Inprivate suggestion in future.

Answer 3

Hi ChristianAJW

Any update?

Thanks,

Momo

Answer 4

Hi ChristianAJW

Apologies for the late response.

Please confirm if the second email sent that the client was able to open , contained the same contents as the one they were able to open?

I'm currently unable to reproduce the issue, however the description of how the email was encrypted and opened are correct. The recipient may also try to open the encrypted mail in their browser when in Inprivate mode , to do so they must navigate to the top right corner of their browser and select the menu (...) and select either InPrivate or Incognito.

Kind Regards,

Momo

Answer 5

Using S/MIME. They used the passcode within the time limits. I did send the client another secure email that I selected for "Encrypt Only" and they were able to access that one.