If you encounter issues while sending or receiving secure emails via the Secure Message Portal, use this guide to identify the cause and resolve them. 

Access and Permission Issues

You may be blocked from viewing a secure message or restricted from composing a new email based on your account permissions. The following errors are the most common access and permission errors that can occur. 

Error: "Unable to Access Package”

This error occurs when you attempt to open an email that was not originally intended for the email address you are currently logged in with.

Common causes of this error include:

• You have multiple accounts and have logged in using an alternate account address. 
• The email was forwarded to you rather than you being an original recipient. 
• The sender has revoked your access. 

Resolutions: 

• Log in with the correct email address
  • Ensure you are logged in with the exact email address that received the original secure email. 
• Request access
  • Click the Send Request option in the error message. This setting notifies the sender, who can then grant you access. 

Error: “Insufficient privileges to send a secure email”

This error occurs when you attempt to compose a new secure email, but your account has been assigned a Read-only user role.

This error can be resolved by contacting your admin to update your account settings and permissions. 

Sending Limits and Errors

Sending secure emails can be blocked due to daily volume limits and attachment errors. The following errors are the most common sending errors that can occur. 

Error: “Too many packages are registered”

To prevent spam, we limit the number of secure emails a user can send within 24 hours if they have not yet interacted with a paying user. 

The standard daily limits are as follows: 

• Unverified free users: 10 messages per day 
• Free users verified by a paid customer: 50 messages per day 
• Paid users: 200 messages per day

To resolve this error, you can try sending a test secure email to a paying user and ask them to open it. Once they interact with the email, your limits may increase. Using the KnowBe4 Secure Email add-in may also let you send more emails per day by bypassing the web-based limits. 

Error: “An internal error occurred”

This error typically occurs when an attachment you are trying to upload has an issue.

Common causes of this error include: 

• Special characters
  • The system cannot process certain characters in file names, such as the pipe symbol.
• Password protection
  • All files must be scanned for viruses. Password-protected attachments prevent this scanning and will trigger an error.

To resolve these issues, rename the file to remove special characters and remove any password protection from the attachment before trying to send it again.

Viewing and Previewing Issues

You may encounter issues viewing attachment previews in the secure message portal. 

Error: “Please wait…” PDF File Preview

This message appears when trying to preview a PDF file in the secure message portal.

This error is usually caused by a PDF file that is a dynamic XFA form containing fillable or interactive fields. These are incompatible with most web-based PDF file viewers. To resolve this, download the PDF file and open it using a dedicated PDF reader.