When sending secure emails to your recipients, some recipients will have to request access before they can open them.

This issue is usually caused by the recipient signing in with a different email address than the one you originally sent to.

This issue can take place in the following scenarios:

1. The email is forwarded to the recipient from another user
2. The recipient having more than one email address
3. The email is sent to a group mailbox, and the user is signed in with their ID

Please ensure that the recipient is signing in with the same email address to which you sent the secure email.

You can see the exact email addresses you originally sent your secure email by signing in to the Switch login page and clicking Sent Packages on the left side of the screen. If you select the secure email in question, you will see a full access list of recipients with allowed email addresses.