Account blocked, locked out; what do I do?
Account lockout happens when there are too many unsuccessful attempts to login to your account in a short duration. This is done to prevent someone from getting access to your account by trying multiple different passwords.
To resolve:
1. Wait 15 minutes or more and try again
2. If you have forgotten your password, click the forgot password link on the login page and enter your email. You will be sent a link to set a new password.
Important security reminders:
When logging in, make sure you are on encyro.com
Never provide your personal information or password over the phone, email, in an online chat session, or over any other support channel
Encyro will never contact you asking for your password
Your Encyro password should only be entered on the Encyro website
Our support team cannot unlock your account manually any sooner than the lockout period due to security considerations.
How do I troubleshoot when a client did not get my secure message?
1. Email not delivered:
The notification email may not have reached the client's email address. Check that the email address is correct. Contact Encyro so we may check if our server received any error messages. Sometimes the recipient email account cannot receive email because:
Email account is over quota
Email account no longer exists
Email account blocks emails from external servers or emails with links
2. Email in spam/junk folder:
Ask your client to look in spam, bulk, or junk folders. If found, they should mark it as not spam/not junk and allow all messages from no-reply.encyro.com.
3. Suggest adding to contacts:
Recipients should add info@encyro.com to their contacts or allowed list.
4. Email in Promotions or Other tab:
For Gmail:
Check the Promotions tab
If the email is found, open it and click the chevron pointing right near the sender's name
This teaches Gmail the conversation is important
For Outlook.com/Hotmail:
Check the Other tab
Right click the message and choose "Move to Focused"
5. Automated recipient account:
Some recipient email addresses are automated accounts that expect attachments to be in the email itself (e.g., some health insurance companies).
Contact Encyro for your specific issue.
What do I do if uploading a file fails?
Error message: "Upload failed. We could not connect to the Internet, or an anti-virus/browser-extension is blocking file uploads."
Reason: Likely an antivirus, such as BitDefender, is blocking uploads to www.encyro.com
How to fix:
BitDefender:
Add www.encyro.com AND files.encyro.com to BitDefender's allowed or safe list. See BitDefender's support documentation for detailed instructions.
MalwareBytes:
1. When you get a warning, click Manage Exclusions
2. Click Add Exclusion
3. Select Exclude a Website and click Next
4. Under "Exclude a URL", enter www.encyro.com
5. Also report the false positive to MalwareBytes
AVG:
See AVG instructions to set exceptions for Web Shield or Website Shield.
ESET:
Add *.encyro.com to the safe or allowed URLs. If the * is not allowed, add www.encyro.com AND files.encyro.com.
ESET has several components (HIPS, firewall) that may block file transfers. If adding *.encyro.com doesn't resolve the issue, investigate HIPS settings or firewall rules.
Other antivirus or browser extensions:
Contact Encyro for help finding the relevant instructions.
My folders or messages seem to have disappeared!
It is likely that you are logged in with a different account. For instance, you may have sent a test message to another email address of yours and then accessed that message, which logged you into the other account.
To check:
Look at the email address displayed near the top right. You can click on that address to change the account you are logged in with. If on a mobile device, you may first have to click the menu icon in the top right.