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Email Portal Encryption Password Reset

evols98

We have recently switched over the to Sophos Portal Encryption for our secure emails. We send many of our clients emails securely through this portal and it has been great so far, except for when it comes to password troubles. Sometimes these clients forget their passwords and forget the answers for their security questions. What is the best solution to resolve this? Is there some sort of account management/control that we have access to so that we can delete users and have them set up a new account? Opening up a support ticket for each incident like this is a little ridiculous. It has gotten to the point where I am strongly considering switching the entire system. Trying to work with Sophos on it via phone or email has not helped much at all. You would think if you (as a company) pay for the service from Sophos and have your own branding on the portal that there would be a little bit of control/management of the users to help them out. Thank you in advance for any help



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  • 0

    We are discussing this internally at the moment. There is an admin portal that we may be able to enable for the company admin to allow admins to reset passwords and 2FA devices. I will be updating this thread in the next few days as we look at this option. This option may only be available to customers using the Sophos Portal Encryption option.

  • 0 in reply to Tom Foucha

    Thank you Tom. I think that would be a great idea. Organizations who use the Sophos Portal Encryption should have at least some management of users who receive portal encryption through said organization. It is a hassle to have the organization reach out to sophos every time to open and ticket and get the issue resolved. It leaves the user who is locked out waiting, the organization waiting, and probably clogs up Sophos' support team. I am sure that I am not the only organization experiencing this issue, and your suggested solution would be a great help to many. Thank you very much for your help and on this and I look forward to the possible resolution.

  • 0

    I cannot stress the importance of this function more.  Everything that EVOLS98 has described is legit.  I don't want to find another product because of this one shortcoming.   is there any update internally on this?

  • 0 in reply to Derick Wall

    please contact me at tom[,]foucha[@]sophos[,]com with your Central UUID and I will see if we can get you access to our EAP. This functionality requires Portal Encryption license.

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