External User Frequently Asked Questions
Answers
Why is ABPA requiring e-mail recipients to use Secure Web Messenger?
The HIPAA HITECH regulations have put more stringent requirements on safeguarding Protected Health Information (PHI), especially when emailing. ABPA’s policy has always required encryption of emails containing PHI. However, our older process was cumbersome to, not only the sender, but the receiver as well. In order to streamline this process, ABPA implemented the Secure Web Messenger. Encryption is no longer a manual process and allows an easier way to share emails containing PHI.
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Am I going to receive all of ABPA’s e-mails through this Secure Web Messenger service?
No. ABPA has established rules for encryption of e-mails through Secure Web Messenger service. We have established these rules to identify and safeguard Protected Health Information (PHI). If an e-mail is identified to contain PHI, we route that e-mail through our Secure Web Messenger service. The system may, at times, misidentify information as PHI and automatically encrypt an email that contains no PHI.
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Why do you call a “password” a “passphrase”? Isn’t this confusing for the users?
We believe that a passphrase, which is a combination of two or more words, is safer and better protected against guessing and dictionary attacks. Therefore, we prefer to use “passphrase”, which is more accurate than “password.”
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Can I access ABPA’s Secure Web Messenger any time?
Yes, ABPA’s Secure Web Messenger service is available for use at any time of the day. However, support is available only on business days between 6 AM and 5 PM PST.
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Can I use ABPA’s Secure Web Messenger service as any other online e-mail service?
Yes, ABPA’s Secure Web Messenger service is like any other online e-mail service, but there are some significant differences. This service uses secure and encrypted data exchange and it can only be used to communicate with ABPA staff.
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Do I have to use ABPA’s Secure Web Messenger to communicate with ABPA staff?
No, you don’t have to use Secure Web Messenger to send e-mails to ABPA staff if there is no PHI. However, if there is PHI, then a secure, encryption email service must be used which meets the requirements of the HIPAA HITECH rules.
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How many e-mails can I store in my inbox?
We have established a quota of 200 megabytes for each mailbox. You can store as many messages as you want, as long as this limit on the total size of your mailbox is not exhausted. However, so that you are not inconvenienced, we request you to delete unneeded e-mails from your inbox. You will receive an e-mail from us, when your mailbox quota is exhausted. In addition, your account will expire if it is not used for 30 continuous days. In order to further protect PHI, emails on this system will automatically be deleted after six months.
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Does my account on ABPA’s Secure Web Messenger service ever expire?
Yes, your account will expire after 30 continuous days of inactivity.
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Will I receive a notification from ABPA’s Secure Web Messenger service before my account expires?
You will not receive a notification that your account has expired.
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I forgot my passphrase. How do I access this service?
Please go to https://mailgw.abpa.com and click on the “I lost my passphrase” button below the passphrase input box. On the second screen, you can enter your e-mail address and click on the send button to have a reset link sent to your e-mail. After receiving passphrase reset e-mail from us, you will be able to click on the link to reset your passphrase.
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I forgot my e-mail address. How can I access this service?
Due to security issues, you will need to setup another e-mail account and communicate that to the e-mail sender on ABPA staff. When ABPA staff responds to you using your new e-mail address and the e-mail is identified as an encryption candidate containing PHI, then you will receive a new e-mail from us to create a new account on Secure Web Messenger using your new e-mail address. We can’t help you find your old e-mail address.
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What are secure e-mail notifications that I get in place of actual e-mail?
In order to safeguard Protected Health Information (PHI), when our software identifies an e-mail containing PHI, it sends a notification about a secure e-mail on open network and saves the e-mail containing PHI on our Secure Web Messenger.
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When I click on the link to access this service, the link doesn’t work.
Several e-mail software disable links in order to protect you from spam. You will need to review the documentation of your e-mail software to find out how to enable links. If you are unable to enable links in your e-mail, then we recommend you to cut and paste the link in your web browser to access our Secure Web Messenger.
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I forgot my passphrase and now I’m locked out of my account. How can I access my e-mail from ABPA?
In order to protect your Protected Health Information (PHI) from guessing and dictionary attacks, we lock the account after four unsuccessful attempts. Please send an e-mail to support@abpa.com, if you are locked out of your account. We will respond within one business day of receiving your e-mail.
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What are your normal hours of support for this service?
Support is from support@abpa.com on business days between 6 AM and 5 PM (PST).
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What if I locked out of my e-mail account on a Saturday?
We are closed on weekends. However, we request you to please send us an e-mail to unlock your account without delay and we will get back to you within one business day after we receive your e-mail.
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What are your rules for encryption of e-mails through Secure Web Messenger service?
We have developed several internal algorithms that identify Protected Health Information. In addition, all e-mail with an attachment are routed through our Web Messenger. If an e-mail neither has an attachment nor is identified as containing PHI, then it is sent on open network using normal e-mail delivery process.
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Can I have multiple Secure Web Messenger accounts associated with the multiple e-mail addresses I have?
Yes, technically you can create multiple Secure Web Messenger accounts associated with your multiple e-mail addresses. However, we recommend against this, since this leads to miscommunication and confusion.
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What is your recommendation regarding a passphrase?
Ideally, we recommend a passphrase that is at least eight characters long and a combination of two words having at least one special character, one number and upper case, lower case combination of letters. However, at this time we allow simple eight character passphrases in view of your convenience.
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Can the receiver of a secure message over Secure Web Messenger forward that message to someone external to ABPA, Inc.?
No. But it is possible to reply to that message and request the sender from ABPA to resend the message to the external user.
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I attempted to login and received the following error message: “Authentication Failure A Web Messenger session has already been opened for this account from the address: x.x.x.x. Please log out of the other session and try again.” What does it mean?
This message indicates that you are currently logged into you secure web mailbox from another computer. You will need to logout of your secured web mailbox on the other computer you accessed your account from. If you did not login at another computer and feel this message is in error, please contact support@abpa.com.
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