The Department of Veterans Affairs (VA) is dedicated to safeguarding Veteran’s privacy and personal information. One of the key tools VA uses to protect sensitive information sent via email is encryption. This added level of security ensures that only authorized recipients have access to the contents, preserving the confidentiality of the information.

Authorized recipients can access encrypted emails with a few easy-to-follow steps. The process is slightly different depending on whether you use Microsoft 365 (M365) or a personal email account, such as Gmail, Yahoo, or Hotmail.

Accessing Encrypted Emails with M365 Outlook

When an encrypted email is received from VA, it will contain a message on the subject line or an indicator, such as a lock icon or a secure web link, to identify it as encrypted. Follow the steps outlined for the type of access being used:

Outlook Desktop App

  • Open the Outlook desktop app and navigate to the encrypted email.
  • Select the message to open it.
  • Verify your identity, if required.
  • Once your identity has been verified, the protected email will be displayed.

Outlook Web Access

  • Open a web browser and navigate to the Outlook Web Access.
  • Sign in using your preferred login method and find the encrypted email.
  • Select the “Read the message” button in the email body. Ensure that your browser allows pop-ups from this site, as a new tab will open.
    • You will be presented with two options to verify your identity.
      • Sign in with your email account credentials to access the email.
      • If you sign in with a one-time passcode, the screen will refresh with a field to add a passcode, which is sent in a separate email. When received, return to the pop-up screen in your browser. Enter the passcode in the designated field and select “Continue.” The encrypted message will open in a browser window.
  • Once your identity has been verified, the protected email will be displayed.

Mobile Devices

  • Open the M365 Outlook app on your mobile device.
  • Select the message to open it. There will be a message indicating that the email is protected via encryption.
  • Verify your identity, if required.
  • Once your identity has been verified, the protected email will display normally.

Accessing Encrypted Emails with a Personal Email Address

Using a personal email account such as Gmail, Yahoo, or Hotmail may look slightly different depending on your email and device type (PC, Mac, Android, or iPhone).

  • Check your inbox for a new protected email from VA and select the message to open it.
  • Select the “Read the message” button in the email body. Ensure that your browser allows pop-ups from this site, as a new tab will open.
  • You will be presented with two options to verify your identity.
    • Sign in with your email account credentials to access the email.
    • If you sign in with a one-time passcode, the screen will refresh with a field to add a passcode, which is sent in a separate email. When received, return to the pop-up screen in your browser. Enter the passcode in the designated field and select “Continue.” The encrypted message will open in a browser window.

Replying to Encrypted Emails

Once you’ve accessed the encrypted email, you can securely reply, reply all, or forward the message. This ensures that your reply maintains the same level of protection as the original message, keeping sensitive information secure.

Additional Guidance

If you are still having trouble viewing an encrypted email, please refer to the following troubleshooting steps:

  • Encrypted messages are protected and will not be displayed on the Outlook message preview pane.
  • Ensure that you are signed into the account that the email was originally sent to and that you are an intended recipient. Only the intended recipient(s) will be able to view the encrypted message.
  • Use the “Forgot Password” option to reset your password, if needed.

If additional guidance is needed, please contact your email provider or refer to Microsoft Support for more assistance.

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