FAQs

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How do I request a Password Reminder?

If you cannot remember your secure email password, you can request your password reminder. When you registered, you entered a word or phrase for this purpose.
  1. On the Log In page, click Forgot your password? Send a password reminder..
    The Password Reminder page is displayed.



  2. Type your email address in the box provided.
  3. Click Enter.
    An email with the reminder will be sent to your regular email Inbox.

I forgot my password. How do I get a new password?

You can quickly and easily change your password.
  1. On the Log In page, click the link Forgot your password? Send a password reminder. The Change Password form is displayed.



  2. Type the following:
    • Email Address
    • New Password
    • Re-enter New Password
    • New Password Reminder: a phrase that will help you remember your Password if you forget it
  3. Click Submit Password
    You will receive a confirmation email in your regular email Inbox with instructions to activate the new password.

What should I do if I receive an error message when I try to log in?

Make sure that you've entered your Log In information correctly.

If you still receive the error message, use the Password reminder on the Log In page: Forgot your password? Send a password reminder. Then type your email address and click Enter. The system will email you the phrase you entered when you selected your password.

If you continue to have problems, contact the ICT Customer Services Desk or call (01772) 532626.

Can system administrators view my secure messages?

No. Servers receive the mail securely and store the messages using 168-bit triple DES encryption. Intended recipients must use their passwords to open email messages.

How do I get an expired message back?

If the message has expired, there is no way to access it. Due to the security features of Lancashire County Council Secure Mail, the sender of the message must re-send it.

What browser privacy or cookies settings are required to work with Lancashire County Council Secure Mail?

Lancashire County Council portal requires that cookies are enabled in your browser privacy settings.

For IE 6.0,
Select Tools -> Internet Options... -> Privacy.
Verify the setting is set to default which is "Medium".

For IE 5.5 and 5.0,
Select Tools -> Internet Options... -> Security.
Click on "Custome Level" button.
Verify the "Reset to:" field is set to default which is "Medium".

For Netscape 7.0,
Select Edit -> Preferences -> Privacy & Security -> Cookies.
Verify "Enable all cookies" selection is set.

Who can assist with questions or problems?

External recipients that need technical support should contact the ICT Customer Services Desk or call (01772) 532626.