How to Send and Open Secure Encrypted Emails with TSN Cyber

Applies to: Microsoft 365, Outlook, Google Workspace, Gmail, and Organizations Using TSN Cyber Email Encryption
Difficulty: Beginner
Estimated Time: 5–10 minutes

Overview

TSN Cyber Email Security uses Trustifi technology to help protect sensitive business information sent through email.

With secure email encryption, you can send confidential messages and attachments through a protected system rather than exposing their contents in a standard email.

Depending on your organization’s configuration, you can also require recipients to verify their identity before viewing a message.

This guide explains how to send encrypted emails, require additional authentication, open secure messages, download protected attachments, and reply through the secure email portal.

Before You Begin:

  • Have access to your organization-approved email account.
  • Confirm that encrypted email sending is enabled for your account.
  • Use Microsoft Outlook, Gmail, or another approved email interface.
  • Have the Trustifi email security add-in available if your organization uses it.
  • Know the recipient’s correct email address.
  • Follow your organization’s data security and email handling policies.

Important: Do not assume every email you send is automatically encrypted. Encryption may need to be selected manually unless your organization has configured an automatic encryption policy.

Understanding Email Encryption

Email encryption protects the contents of a message from unauthorized access.

When an email is encrypted using TSN Cyber’s supported Trustifi features, the recipient may receive a notification containing a secure link instead of the original message content.

The recipient opens the link and views the protected message through Trustifi’s secure email portal.

Depending on the sender’s selected settings, the recipient may need to complete authentication before reading the message.

Example

You need to send a confidential financial document to an accountant.

Instead of sending the document as an ordinary attachment, you can:

  1. Compose the email.
  2. Enable message encryption.
  3. Attach the document.
  4. Require recipient authentication when appropriate.
  5. Send the protected message.

The accountant receives a secure notification and follows the required process to view the contents.

Important: Encryption protects the message during the supported secure delivery and viewing process, but it does not prevent an authorized recipient from copying information or retaining downloaded documents.

Understanding Encryption vs. Authentication

Trustifi provides separate security controls for message encryption and recipient authentication.

FeaturePurpose
Encrypt Message ContentProtects the email body and attachments through the encrypted message viewer
Require AuthenticationRequires the recipient to verify their identity before accessing the protected content
Encrypted ReplyAllows supported recipients to respond securely
ExpirationRestricts access after the configured expiration period, when available

Encrypt Message Content

When enabled, the message body and attachments are protected through the secure email portal.

Require Authentication

When enabled, the recipient must complete an approved authentication method before accessing the message.

Important: Selecting encryption alone does not necessarily require multifactor authentication.

For sensitive information, use the security controls required by your organization.

When Should You Send an Encrypted Email?

Use encrypted email when sending information that your organization requires to be protected.

Examples may include:

  • Confidential customer documents.
  • Approved financial information.
  • Sensitive contractual information.
  • Private business correspondence.
  • Documents containing personal information.
  • Other information subject to organizational security requirements.

Important: Some information may require a dedicated secure portal or another approved communication method instead of email. Follow your organization’s applicable policies.

Never send account passwords or authentication codes simply because encryption is available.

Microsoft Outlook — Send an Encrypted Email

These instructions apply when your organization has enabled the Trustifi Outlook add-in.

Step 1: Open Outlook

  1. Open Microsoft Outlook.
  2. Sign in using your work account.
  3. Click New Email or New Message.

Step 2: Compose the Message

  1. Enter the recipient’s email address.
  2. Enter a descriptive subject.
  3. Write the message.
  4. Attach any approved documents.

Important: Verify every recipient before proceeding. Be especially careful with AutoComplete suggestions and similar contact names.

Step 3: Open Trustifi

  1. Locate the Trustifi add-in in the Outlook ribbon or available Apps menu.
  2. Click the Trustifi icon.
  3. Sign in if prompted.

Depending on your organization’s configuration, you may sign in using your work email and an approved Microsoft account.

Note: The location of the add-in may vary between Classic Outlook, New Outlook, and Outlook on the web.

Step 4: Enable Encryption

  1. Locate Encrypt Message Content.
  2. Enable the option.
  3. Confirm that the message is configured for secure delivery.

Step 5: Require Authentication if Needed

If the recipient must verify their identity:

  1. Enable Require Authentication.
  2. Review the available verification methods.
  3. Select the approved method.
  4. Complete any required recipient details.

Authentication methods may include:

  • A PIN sent by email.
  • A PIN sent by SMS or telephone.
  • A predetermined password.
  • Single Sign-On.

Important: The available verification methods depend on your organization’s configuration. Do not send a predetermined authentication password in the same email as the protected message.

Step 6: Apply the Security Settings

  1. Review the selected options.
  2. Click Apply or the available confirmation control.
  3. Confirm that Trustifi indicates the message is ready.

Note: Trustifi may display different status labels depending on the Outlook version and add-in interface.

Step 7: Send the Email

  1. Review the recipients.
  2. Check the subject and attachments.
  3. Confirm that the intended security settings are active.
  4. Click Send.

The recipient will receive the message according to the selected encryption and authentication settings.

Important: Do not assume a message was encrypted merely because the Trustifi add-in is installed. Confirm that the intended security controls were applied before sending.

Outlook on the Web — Send an Encrypted Email

Step 1: Open Outlook

  1. Open your approved browser.
  2. Visit https://outlook.office.com.
  3. Sign in using your work account.
  4. Select New Mail.

Step 2: Compose Your Message

  1. Enter the intended recipient.
  2. Enter a subject.
  3. Type your message.
  4. Add any approved attachments.

Step 3: Open the Trustifi Add-in

  1. Locate the Apps or add-in controls in the message composer.
  2. Select Trustifi.
  3. Sign in if required.

Step 4: Select Security Features

  1. Enable Encrypt Message Content.
  2. Enable Require Authentication if required.
  3. Review any additional available options.
  4. Select Apply.

Step 5: Send Securely

  1. Verify the recipient.
  2. Confirm the Trustifi settings.
  3. Click Send.

Note: If the Trustifi add-in is missing from Outlook on the web, contact True Synergy Networks. Your organization may deploy it centrally.

Gmail — Send an Encrypted Email

Google Workspace users may have access to a Trustifi extension or another approved Trustifi sending interface.

Step 1: Open Gmail

  1. Open Google Chrome or your approved browser.
  2. Visit https://mail.google.com.
  3. Sign in to your work account.
  4. Click Compose.

Step 2: Create Your Message

  1. Enter the recipient.
  2. Add the subject.
  3. Type the message.
  4. Attach approved files if needed.

Step 3: Open Trustifi

  1. Locate the Trustifi add-in or browser extension.
  2. Open its security controls.
  3. Sign in if prompted.

Step 4: Apply Encryption

  1. Enable Encrypt Message Content.
  2. Select Require Authentication if necessary.
  3. Review the chosen settings.
  4. Click Apply.
  5. Confirm that Trustifi indicates the message is ready.

Step 5: Send the Email

  1. Review the recipients.
  2. Confirm encryption is applied.
  3. Click Send.

Important: Gmail’s standard Confidential Mode and Trustifi encrypted email are separate features. Use the method approved by your organization rather than assuming they provide identical security protections.

Note: Trustifi functionality in Gmail depends on your organization’s approved integration and browser configuration.

How to Send Encrypted Attachments

Trustifi supports encrypted attachments.

Step 1: Create a Message

  1. Open your approved email application.
  2. Create a new message.
  3. Enter the recipient and subject.

Step 2: Add the Document

  1. Click Attach File.
  2. Select the approved document.
  3. Wait for it to finish attaching.
  4. Verify the file name.

Step 3: Apply Protection

  1. Open Trustifi.
  2. Enable the appropriate encryption controls.
  3. Apply the security settings.
  4. Review any authentication requirements.

Step 4: Send

  1. Verify the recipient.
  2. Confirm that the correct file is attached.
  3. Send the message.

Important: Only send documents that the recipient is authorized to receive.

Encryption does not correct an incorrectly addressed message.

How to Open a Received Encrypted Email

You may receive a Trustifi-protected message even if you do not have a Trustifi account.

Step 1: Open the Notification

  1. Open your email application.
  2. Locate the expected secure email notification.
  3. Confirm that you recognize the sender.
  4. Review whether you were expecting an encrypted message.

Important: Attackers may imitate secure email notifications. If the message is unexpected, verify it with the sender through a trusted channel before opening its link.

Step 2: Open the Secure Viewer

For a legitimate Trustifi encrypted email:

  1. Locate Authenticate to Decrypt and Open Message.
  2. Select the button.
  3. Wait for the secure email portal to open in your browser.

Step 3: Complete Authentication if Required

Depending on the sender’s settings, you may need to:

  • Enter a PIN received through email.
  • Enter a PIN sent by SMS or telephone.
  • Enter a predetermined password.
  • Sign in using Single Sign-On.

Follow the displayed instructions.

Important: Do not provide your Microsoft 365 password to an unfamiliar website. Verify that any identity-provider sign-in page is legitimate.

Step 4: Read the Email

After completing any required authentication:

  1. Wait for the encrypted email to open.
  2. Review the message.
  3. Open approved attachments if necessary.
  4. Reply securely when the option is available.

Note: Recipients generally do not need to create a Trustifi account to open an encrypted message.

How to Open an Email Using an SMS PIN

If the sender selected telephone-based authentication:

  1. Open the legitimate encrypted message link.
  2. Confirm the telephone number being used, if displayed.
  3. Request the PIN if prompted.
  4. Check your text messages or answer the automated verification call.
  5. Enter the PIN into the secure email portal.
  6. Continue to the message.

Important: Never share the PIN with another person. It is intended to verify your access to the protected message.

How to Open an Email Using an Email PIN

If the sender selected email-based authentication:

  1. Open the secure message portal.
  2. Request or retrieve the verification code.
  3. Open your email application.
  4. Locate the verification message.
  5. Copy or enter the current PIN.
  6. Complete verification.

Note: The verification message may arrive separately from the original encrypted email notification.

If the code expires, follow the portal’s available procedure to obtain another one.

How to Open an Email Using a Predetermined Password

Some encrypted messages require a password established by the sender.

Step 1: Obtain the Password Securely

The sender should provide the password through a separate approved communication method.

For example, they may communicate it during a verified telephone conversation.

Step 2: Open the Message

  1. Open the verified secure message link.
  2. Enter the predetermined password.
  3. Submit the verification.
  4. Read the protected email.

Important: Never send the predetermined password in the same unprotected message as the secure email link.

How to Open an Email Using Single Sign-On

If the sender enabled SSO authentication:

  1. Open the encrypted message.
  2. Select the displayed SSO option.
  3. Follow the redirect to the approved identity provider.
  4. Sign in using your assigned organizational account.
  5. Complete any required multifactor authentication.
  6. Return to the secure message viewer.

Note: SSO must be supported by the sender’s configuration and the recipient’s identity provider.

If authentication fails, contact the sender using a trusted communication method.

How to Download Encrypted Attachments

After successfully opening an encrypted message:

  1. Locate the attached files in the secure viewer.
  2. Review the file names.
  3. Select an individual file to download.
  4. Alternatively, select Download All, if available.
  5. Save the file to an organization-approved location.

Important: After downloading an attachment, the local copy may no longer have the same access restrictions as the secure email portal.

Do not store confidential downloaded files on public computers or unauthorized personal cloud services.

How to Reply Securely to an Encrypted Email

Trustifi may allow recipients to reply securely without creating a Trustifi account.

Step 1: Open the Message

  1. Open the original secure notification.
  2. Complete any required authentication.
  3. Read the encrypted message.

Step 2: Select Reply

  1. Click Reply or Reply All, if available.
  2. Enter your response.
  3. Review the recipients.

Step 3: Send the Secure Reply

  1. Confirm that the response contains only authorized information.
  2. Add permitted attachments if supported.
  3. Send the reply through the secure viewer.

Important: Use the secure reply feature when responding with sensitive information. Do not assume a normal reply from your regular email client will receive identical protection.

Note: Secure reply availability depends on the sender’s settings.

Understanding Email Expiration

Some encrypted messages have an expiration period.

After expiration, the recipient may no longer be able to open the message through the secure portal.

If a Message Expires

  1. Do not attempt to bypass the expiration.
  2. Contact the original sender.
  3. Request a new secure message if access is still required.
  4. Complete any new authentication requirements.

Important: Expiration restricts future portal access but cannot remove information or files previously downloaded or copied by an authorized recipient.

Understanding Email Revocation

Depending on the sender’s permissions and your organization’s configuration, Trustifi may support revoking access to a previously sent encrypted email.

This can help prevent further access through the secure portal.

Important: Revocation does not guarantee removal of information that recipients have already viewed, copied, photographed, or downloaded.

If you accidentally send confidential information to the wrong person, contact True Synergy Networks immediately.

iPhone or Android — Open an Encrypted Email

You can generally open received Trustifi encrypted emails using your mobile email application and supported browser.

Step 1: Open the Notification

  1. Open Outlook, Gmail, or your approved email application.
  2. Locate the expected encrypted message.
  3. Verify the sender.

Step 2: Open the Secure Link

  1. Select the legitimate message-opening button.
  2. Allow the secure portal to open in your mobile browser.

Step 3: Authenticate

  1. Follow the displayed verification method.
  2. Enter a PIN or password if required.
  3. Complete any approved SSO authentication.

Step 4: Read the Message

  1. Review the decrypted message.
  2. Open approved attachments if needed.
  3. Use secure reply if available.

Note: The mobile browser interface may differ from the desktop version.

Troubleshooting

I Cannot Find Trustifi in Outlook

  1. Open a new Outlook message.
  2. Check the ribbon or available Apps menu.
  3. Look for the Trustifi add-in.
  4. Confirm that you are using your organization-approved Outlook application.
  5. Contact True Synergy Networks if the add-in is missing.

Important: Do not install third-party add-ins from unverified sources.

Trustifi Is Asking Me to Sign In

  1. Confirm that you opened the approved Trustifi add-in.
  2. Check whether your organization uses Microsoft sign-in.
  3. Enter your assigned account information through the approved method.
  4. Complete any required authentication.

If sign-in fails, contact True Synergy Networks.

I Cannot Find the Encrypt Message Content Option

  1. Open the Trustifi add-in.
  2. Confirm that you are signed in.
  3. Review the available message security controls.
  4. Check whether your organization automatically applies encryption.

If the option remains unavailable, contact True Synergy Networks.

Note: Organization-managed policies may enforce or restrict encryption settings.

The Require Authentication Option Is Unavailable

  1. Confirm that the Trustifi add-in is open.
  2. Verify that the message is configured for secure sending.
  3. Review whether authentication is already enforced.
  4. Contact True Synergy Networks if you need assistance.

Important: Do not send sensitive information without the authentication controls required by your organization.

The Recipient Cannot Open My Encrypted Email

  1. Confirm that you sent the message to the correct email address.
  2. Ask the recipient whether they received the notification.
  3. Verify whether the link is expired.
  4. Confirm which authentication method was selected.
  5. Contact True Synergy Networks if the issue continues.

Important: Never request the recipient’s password or authentication code.

The Recipient Did Not Receive the Verification PIN

  1. Confirm the authentication method.
  2. Verify the intended email address or phone number.
  3. Ask the recipient to check the appropriate inbox or messaging application.
  4. Allow time for delivery.
  5. Use the available resend option if appropriate.

If the PIN still does not arrive, contact True Synergy Networks.

The PIN or Password Is Not Accepted

  1. Confirm that the code belongs to the correct message.
  2. Check whether it has expired.
  3. Enter a new code if available.
  4. Verify that the correct predetermined password was provided through the approved channel.

If authentication continues to fail, contact True Synergy Networks.

The Secure Message Link Has Expired

  1. Confirm that the link is expired.
  2. Contact the sender.
  3. Ask for a new secure message if necessary.

Important: Do not attempt to bypass message expiration controls.

The Secure Message Button Does Not Work

  1. Confirm that the message came from a legitimate sender.
  2. Try opening the link in an approved, updated browser.
  3. Check whether the message has expired or access has been revoked.
  4. Contact the sender or True Synergy Networks if the issue continues.

Important: Do not disable browser security protections or use unfamiliar link-unlocking websites.

I Cannot Download an Attachment

  1. Confirm that authentication was completed.
  2. Check whether the attachment is still available.
  3. Review whether the message or attachment has expired.
  4. Try the available download control.
  5. Contact the sender or True Synergy Networks.

Important: Do not use unauthorized file-sharing services to work around restrictions.

I Cannot Reply to the Encrypted Email

  1. Open the secure message.
  2. Confirm that authentication was completed.
  3. Look for Reply or Reply All.
  4. Check whether the sender enabled secure replies.

If the feature is unavailable, contact the sender.

Important: Do not respond with confidential information using ordinary email unless your organization’s approved security method protects that response.

I Sent an Encrypted Email to the Wrong Recipient

If you accidentally sent a protected message to the wrong person:

  1. Stop sending additional information.
  2. Contact True Synergy Networks immediately.
  3. Identify the affected message and recipient.
  4. Follow the approved incident response procedure.

If revocation is supported, the security team can review whether further access can be restricted.

Important: Encryption does not prevent an incorrectly addressed recipient from accessing information if they can satisfy the selected authentication method.

My Email Was Sent Without Encryption

If you discover that sensitive information was sent without the required protection:

  1. Do not assume the message can be recalled or secured after delivery.
  2. Contact True Synergy Networks promptly.
  3. Explain what information was sent and to whom.
  4. Follow your organization’s incident response process.

Important: Do not send additional copies of the sensitive information while the situation is being reviewed.

Best Practices for Secure Email

When sending sensitive information:

  • Verify recipient addresses carefully.
  • Enable encryption when required.
  • Require authentication for appropriately sensitive messages.
  • Use organization-approved verification methods.
  • Avoid sharing authentication passwords through the same channel as secure links.
  • Use short expiration periods when appropriate and available.
  • Send only the information necessary for the business purpose.
  • Follow your organization’s data handling policies.
  • Treat unexpected secure email notifications as potentially suspicious.
  • Report accidental disclosures immediately.

Recommendation: For especially sensitive communications, independently verify the recipient and the approved delivery method before sending.

Additional Information

  • TSN Cyber Email Security uses Trustifi technology for supported encrypted email features.
  • Trustifi supports encryption of message contents and attachments.
  • Recipient authentication is a separate configurable security control.
  • Supported authentication methods include email PIN, telephone PIN, predetermined password, and SSO.
  • Recipients generally do not need a Trustifi account to open encrypted messages.
  • Secure encrypted replies may be available when enabled by the sender.
  • Protected attachments are accessed through the secure message viewer.
  • Email expiration and revocation can restrict future access when supported.
  • Encryption does not correct an incorrectly addressed message.
  • True Synergy Networks manages enterprise encryption policies, add-in deployment, and advanced troubleshooting.

Security Reminder: Always verify the recipient before sending confidential information. Do not assume an email is encrypted unless the required security settings have been applied or confirmed through your organization’s enforced policies. Never share passwords or verification codes with unauthorized individuals. Treat unexpected encrypted email notifications cautiously, and report accidental disclosures, suspicious authentication requests, or suspected account compromise to True Synergy Networks immediately.