Secure messaging

1.How to access to the secure messaging?▼

Please consult the document which explains in detail the steps to follow:

2.You have received an email notification from Laurentian Bank. What do you need to do?▼

To access secure messaging, please click on the link in the email notification (or on the attachment). Once connected to your secure mailbox, you can view your messages and attachments. Your messages will remain available and you can download the attachments for 30 days.

If you are not registered as a user of secure messaging, you are invited to create an account and choose a password on the Registration page. You will also need to accept the terms of use before proceeding. Click Continue when you are done. Registration is required only once.
If you are already registered or if your account already exists, you are invited to log in using your username and password in order to access your secure mailbox. Click continue.

Note: If you see the red cross icon, it indicates that your mailbox is blocking images. Generally, this image is either the logo or images of the company sending the message. You can view or ignore the images without affecting the reading of the secure message.

3.What do you do if you forgot your password?▼

If you forget your password, click on the Forgot your password link. You will then receive an email notification to reset your password. You will need to click on the link in this email and create a new password for your account.

4.What do you need to do if your password has been blocked?▼

If you enter the wrong password more than once, your access will be blocked. In this event, contact the sender of the message.

5.Will I be able to reply to all correspondents included in my secure message?▼

You will be able to reply to the sender or to all correspondents included in the initial message. When you reply to a message from your secure mailbox, your reply is encrypted and sent within the secure messaging tool.

6.Is it possible to attach a file to my secure message?▼

If you would like to attach a file to your message, please click on Attach File. Find the desired file, then click Add. The name of the attached file is displayed in the dialog box.

To remove an attachment from a message, click the X located to the right of the attachment.

Note: All attachments cannot exceed 20 MB.

7.Is it possible to read a secure message on a smartphone?▼

Some smartphones do not allow files to be downloaded. Others modify HTML files. Since the secure message is sent as an attachment in HTML format, you may not be able to read it directly from your smartphone. If you have trouble reading your secure message, contact the sender of the secure message.

8.What to do if you are identified, but you are not authorized to read this secure message?▼

Contact the sender of the message.

9.I have received this error message: “A critical error occurred while processing your request. There may be a problem with the system or your request”. What should I do?▼

Secure messaging is temporarily unavailable. Please try again in a few minutes. If the problem persists, contact the sender of the message.

10.What should I do if the message I am trying to read is corrupted or cannot be displayed?▼

Contact the sender of the message.

11.I have received this error message: “The page you are trying to open can’t be found. If you have clicked on the link to access this page, click the Back button on your browser to return to the previous page”. What should I do?▼

Please try again in a few minutes. If the problem persists, contact the sender of the message.

12.I have received this error message: “The requested username is already registered”. What should I do?▼

You already have an account registered, proceed to log in.

13.I have received this error message: “Connection disabled”. What should I do?▼

Your secure messaging has closed because there has been no activity for several minutes. Please click on the link again to reconnect.

14.I have received this error message: “Error with large secure message”. What should I do?▼

If the content of your message exceeds 500 KB, an error message may appear warning you that the message is large. This restriction applies to Firefox 3.x and Internet Explorer browsers when you reply to a message. This restriction does not apply to plain text messages.

15.What should I do when a sporadic problem occurs while I am responding to a secure message?▼

If the secure messaging freezes while writing a message or clicking "Reply" or "Reply All", please click Cancel and try again. If the original text of the secure message does not appear in the secure message, refresh or close the page, and then reopen the secure message.