Using Secure Email

Using Secure Email

Using PlainsCapital Bank Secure Email

PlainsCapital Bank is committed to protecting your personal and financial information and your privacy. If we send you an email that contains your personal or account information, we first encrypt the email (using Proofpoint Email Encryption) to protect your identity and ensure your information is not accessible by anyone other than you.

A PlainsCapital Bank Secure Email will always contain our logo and will be delivered from a “@plainscapital.com” email address so you can be confident that the message you receive is legitimate. If you receive a suspicious email claiming to be from PlainsCapital Bank, forward the email to phishing@plainscapital.com and discard it.

If you receive a Secure Email from PlainsCapital Bank, please refer to the instructions within the email or follow the steps below to access, open, or respond.

Follow one of these Quick Links for detailed instructions:

Open a Secure Email – From a Desktop, Laptop or Mobile Device

To open a Secure Email, you do not need to install any special software or plug-ins; however, you must be connected to the internet. We have designed this solution with flexibility in mind, enabling you to open a Secure Email from your home or on the go.

Open the Secure Email. There are two ways to access your Secure Email; by opening the attachment or clicking the embedded link.

Secure Email

  • Once on the screen shown above, select Click Here to read message. If you’re a new user, you may be asked to verify your email address.
  • Locate the attachment SecureMessageAtt.html within the Secure Email, and open it in one of the following ways:

o   Double click on the attachment

o   Click View or Download

o   Click Save to Computer

o   Click Download as Zip

Attachment

If you’re prompted to Save or Open the attachment, select Open.

You may receive the message “You are submitting information to an external page. Are you sure?” If so, select Ok.

Confirmation

At this point, first-time users will be asked to create a Secure Email account. Returning users will be asked to enter their password.

Registration

Users will only have to register one time before accessing our Secure Email system. Once registered, users will receive a standard login prompt to read Secure Emails.

If you’ve received a PlainsCapital Bank Secure Email before, login using your normal Secure Email password. Otherwise, you’ll need to create a Secure Email account.

Once you’re logged in, you can read and reply to the Secure Email message.

Note: You won’t be able to create a new Secure Email message from this system, but you will be able to reply to a Secure Email message that is sent to you.

Welcome Email

First-time Users

If you’ve never received a PlainsCapital Bank Secure Email before, you’ll first need to create a secure email account. The first time you receive a PlainsCapital Bank Secure Email, you’ll be prompted to complete a one-time Registration form.

On the Registration screen, complete the First Name and Last Name fields.

Registration

  • Create a password using the following requirements:
  • 8 characters minimum
  • At least one number
  • At least one symbol character

Re-enter your password.

Click Continue.

Once you’ve created your account, you’ll be able to open and view the PlainsCapital Bank Secure Email message.

We recommend creating a unique password, which you are not using for other applications or websites.

Reply to a Secure Email

To respond to a PlainsCapital Bank Secure Email, follow these steps:

Select Reply or Reply All at the top of your Secure Email.

Reply and Reply All

Compose your response and add an attachment if desired. You can also add an attachment from your desktop, tablet or mobile web browser by clicking Attach a file.

Attach a file

Click Send.

Desktop or laptop users will receive the confirmation message below when the email is securely sent. Users can also select to receive a copy of the message.

Message Sent

Reset your Secure Email Password

If you forget your PlainsCapital Bank Secure Email password and are unable to access a Secure Email, follow the steps below to reset your password:

Open a current Secure Email (click the embedded link or open the attachment, remember links are only available for 7 days).

Open Secure Email

On the Login screen, click Forgot Password.

Login Screen Forgot Password

You will receive an email from proofpoint-pps@ppops.net with a link to reset your password.

Password Reset Email

Click the link in the message to reset your password. The link will take you to the Enter New Password form.

Enter New Password Screen

Create a password using the following requirements:

  • 8 characters minimum
  • At least one number
  • At least one symbol character

Re-enter your password.

Click Continue.

Troubleshooting and Support

If you are unable to open or read a PlainsCapital Bank Secure Email, follow the steps below to troubleshoot. If you’re still unable to open the message, contact the PlainsCapital Bank team member who sent you the message for assistance.

All Users

  • Make certain your login email and password are correct.
  • Refer to Reset your Secure Email password above to reset your password or login credentials.
  • Validate your internet connection.
  • You must have an internet connection to open and read PlainsCapital Bank Secure Email. PlainsCapital Bank uses the internet to validate your login ID and password every time you open a secure message.
  • If you lose your internet connection, please attempt to open the attachment once you reconnect.

Desktop or Laptop Users

  • Adjust your HTTP 1.1 settings (only applicable if using Internet Explorer web browser).
  • If you receive a Page Cannot be Displayed error message when attempting to open a Secure Email from PlainsCapital Bank, your browser settings may need to be adjusted.
  • On your Internet Explorer browser menu, go to Tools > Internet Options and select the Advanced tab.
  • Scroll down to HTTP 1.1 settings and ensure both boxes are checked (screenshot below).

o Use HTTP 1.1 - This setting sends data to websites rather than the older HTTP 1.0 standard. HTTP 1.1 compresses data packets before sending them to and from your computer that results in faster performance.

o Use HTTP 1.1 through proxy connections - If a website loads incorrectly, it may be because your system is behind a proxy server. This option is checked to ensure your web data goes through the proxy server and often used for troubleshooting.

  • Close all Internet Explorer browser windows.
  • Try to open your Secure Email again.

Internet Options - Advanced

  • Clear cookies and temp files.

Instructions for Internet Explorer users are below.

o On your internet browser menu, go to Tools > Internet Options and select Delete (under Browsing History).

o Ensure Temporary Internet Files and Cookies are checked and select Delete.

o Try to open your secure email again.

  • Check your browser version.

o PlainsCapital Bank Secure Email can be used with most internet browsers.

o For the optimal experience, use one of the following browsers:

  • Internet Explorer (version 9 and higher)
  • Firefox (version 45 and higher)
  • Chrome
  • Safari (version 8 and higher)