Troubleshoot Office 365 message encryption

Have you received an encrypted message you can't open? Are you unable to add permissions to a message you want to send? Select your issue below for troubleshooting instructions.

If you're replying to an existing message using the Reading Pane, you won't see the option to add permissions to your message. Choose the Pop out icon either above the Reading Pane or to the right of the reading pane to open the message in a new window. Then select the Options menu, and select Permission.

Permissions are set by your Office 365 administrator. If you don't see a specific permission level, contact your administrator.

If you can't open an encrypted email message, first check that you're connected to the internet. The easiest way to do this is to open a browser and connect to one of your favorite websites. 

If you can connect to the internet without a problem, verify that you see a link in the encrypted email message that says Read the message. If this link isn't present, contact the original sender of the message.

Expand your Office skills
Explore training
Get new features first
Join Office Insiders

Was this information helpful?

Thank you for your feedback!

Thank you for your feedback! It sounds like it might be helpful to connect you to one of our Office support agents.