Frequently Asked Questions

How do I access my account using webmail?

You can log into your ProMailSource™ account by first launching your web browser (i.e. Firefox, Internet Explorer, Chrome). Next, go to the URL for your webmail access.
Your login URL will depend on the email ID suffix you previously selected:

Your email id Suffix Url for webmail access
@promailsource.com htts://healthways.promailsource.com
@healthways.promailsource.com htts://promailsource.com

Enter your Username and Password, which you chose during signup.

How do I configure MS Outlook or other email client applications?

If you want to integrate ProMailSource™ into your existing email suite, it only requires a few adjustments. ProMailSource™ is compatible with most email applications, including MS Outlook, Outlook Express, Windows Mail, and Apple Mail.
Go to File> Account > Add Account > select Pop or IMAP. Fill in the fields to reflect:
Incoming mail server (POP): mail.ProMailSource™.com
Outgoing mail server (SMTP): mail.ProMailSource™.com
Username: email address
Password: enter password

Check the box “Outgoing/User Authentication” and click Create.

Depending on the application, you may need to go to More Settings > Outgoing Server. Again, check Requires Authentication > Use Same Settings. Then go to Advanced, change Incoming Server to 995, and select SSL. Also change Outgoing Server to 465, and select SSL.
In review, make sure all settings are as follows:

Incoming mail server (POP): mail.ProMailSource™.com
Outgoing mail server (SMTP): mail.ProMailSource™.com
Check the box “Outgoing/User authentication”
For the incoming server (POP), enter port 995, and select SSL
For the outgoing server (SMTP), enter port 465 and select SSL
IMAP server name: mail.ProMailSource™.com, SSL, Port: 993

Will I lose any emails in my current email account if I switch to ProMailSource™?

No, you will not lose any of the emails in your current inbox when switching to ProMailSource™. You can easily migrate them over, so that all of your emails are accessible in one place.

To do this, log into your account, then click Options > Preferences. Go to the Extras tab and, next to Import Mail, click Configure.

Enter the Remote Host, including the port number (for example: pop.gmail.com:995), the Username, the Password, specify the *Retrieval type, and click Fetch Now.

*The Retrieval type can be either IMAP or POP depending on which one your current email host supports and whether you have it enabled in your account settings.

Can I use my existing account, like Gmail or Yahoo, to send an encrypted message?

You cannot send encrypted email from your regular account unless you have purchased and integrated ProMailSource™. In the event that you have not done this, you can only send encrypted mail in reply to a message sent from a ProMailSource™ user.

If you have integrated ProMailSource™ into your Gmail, Yahoo, etc, then every email you send from your account is encrypted by default. To send a plain message, you would simply begin the subject line with two semi-colons.

What do I have to download or install to use ProMailSource™?

Absolutely nothing. There are no installations, downloads, or plugins required to use ProMailSource™.

Is ProMailSource™ compatible with my operating system, web browser, email software, and mobile devices?

ProMailSource™ works with almost everything, including:

Web Browsers: Internet Explorer 6 and above, Firefox, Apple, Safari, Google Chrome, Netscape Communicator, Mozilla, AOL, Opera, Red Hat, Linux, Konqeror, Camino
Email Clients: Outlook & Outlook Express, Windows Mail, Thunderbird, Netscape Communicator, Eudora, Apple Mail (MacOS 10.2 or later), Mac-Entourage v.x for MacOS X
Mobile: iPhone, iPad, Android, Palm and Windows Mobile

How does ProMailSource™ security actually maintain HIPAA compliance?

ProMailSource™ uses an SSL (or TLS) session, which is initiated prior to login, password input, email correspondence, and file sharing, etc. The server certificates we use are 100% secure, with RSA-powered TLS (Transport Layer Security). Unless a recipient is on your Safe List all data transmission within ProMailSource™ is force encrypted and secured within our virtual Vault. This ensures compliance with HIPAA regulations.

Where can I find the HIPAA HITECH legislation?

To take a look at the HITECH legislation, click here. We also provide an overview of key HIPAA directives on our HIPAA Minute. [hyperlink page]

How do I compose and send encrypted messages?

Every message you send through ProMailSource™ is automatically encrypted. There is no extra step needed to ensure security. The only circumstances in which messages are not encrypted are the following:

  • When the recipient you're emailing is on your Safe List
  • When emailing another ProMailSource™ user

If you wish to encrypt a message in these circumstances, simply click the Lock Icon beside the Send button.

Does ProMailSource™ also support and secure email attachments?

Yes, attachments are auto encrypted and may be downloaded from the Vault on our secure server. Recipients can also include attachments when replying.

Are all emails encrypted?

Yes, all ProMailSource™ emails are encrypted, except for a few conditions. These include:

  • Emailing ProMailSource™ users: If the email you’re sending is going to another ProMailSource™ user, encryption is automatically deactivated.
  • Emailing someone on your Safe List: If you've added certain recipients (like friends and family) to your Safe List, they will automatically receive plain messages from you.
  • Using the Lock Icon: To send an unencrypted message in any other circumstance, simply click the Lock Icon beside the Send button. When the icon appears as an open lock, this means the message is no longer encrypted.

How do I send a plain/unencrypted message?

Sending a plain message is easy. There are three ways or circumstances in which you can send an unencrypted email:

  • Emailing ProMailSource™ users: If the email you’re sending is going to another ProMailSource™ user, encryption is automatically deactivated.
  • Emailing someone on your Safe List: If you've added certain recipients (like friends and family) to your Safe List, they will automatically receive plain messages from you.
  • Using the Lock Icon: To send an unencrypted message in any other circumstance, simply click the Lock Icon beside the Send button. When the icon appears as an open lock, this means the message is no longer encrypted.

What is the Vault and how does it work?

When an encrypted message is sent, it is stored in a virtual Vault on our secure server. A notification containing a secure link is sent to the recipient. This recipient can follow the link to our Vault, enter a password in order to view the message, and download any attachments. In addition, the recipient can securely reply to your message from within the Vault.

Is there a way to receive secure plain messages?

Both plain and encrypted messages sent within the ProMailSource™ server are kept secure. However, whether you receive a plain or encrypted message depends on the sender. Please take a look at #12 on this list to see how a ProMailSource™ user can send a plain/unencrypted email.

How do I expire/terminate a message I’ve already sent?

If you've accidentally emailed the wrong recipient, you can easily Force Expire the message. As long as the message is encrypted and the recipient hasn't seen it yet, the message will not be viewable.

Go to Account Settings on the login page > enter your Username and Password > click on Vault on the left hand side of the screen > go to the Message you want to expire > click Delete.

How does the recipient access and view an encrypted message?

When an encrypted message is sent, the recipient will receive a notification containing a secure link that says “View Encrypted Message.” This recipient can follow the link, enter a password in order to view the message, and download any attachments. In addition, the recipient can securely reply to the message from within the Vault.

How does the recipient retrieve a forgotten password to access the Vault?

To retrieve a forgotten password, the recipient must first open the "View Encrypted Message" window. Here, he/she clicks on “Send me password hint.” Our system will immediately send the person an email with the password hint. In case the hint isn't enough, within this email is another link, “Ask sender to reset password.” If the recipient clicks this link, the original sender will receive an email with a password-reset request. The sender must click the link in this request email, which leads to a webpage where the sender then clicks on “Reset destination account.” Now, the recipient will receive a message prompting him/her to reset the password.

What is the purpose of the password security phrase for recipients?

The security phrase is created by the recipient, and is displayed on every incoming Vault notification. Its purpose is to verify that the notification is from ProMailSource™ and is not a phishing attempt or otherwise malicious message.

How do I configure a password retrieval question for my ProMailSource™ account? Is it required? How do I change my password?

Setting up your password retrieval question and answer is easy. It is not required, but highly recommended. In the event that you do not have this feature set up, the only way to retrieve a forgotten password is to contact Tech Support, which takes longer.

Changing your password is also easy. Both the retrieval question and password changes are managed from the same window. For either one, just go to Options > Preferences > Change Password.

How are spam and other malicious emails handled?

Based on a variety of factors, including content and the source of the email, the ProMailSource™ server scores every incoming message on a 1-10 point spam scale. By default, the server will move any message rated 6 or higher to your spam folder. You can modify your spam control features within the Advanced Options settings of your account.

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