miSecureMessages Support

For sales inquiries, please contact us.  If you have a miSecureMessages Certified Provider (an answering service that offers miSecureMessages), please contact them for subscription information.

For support-related questions, please contact your miSecureMessages System Administrator or Certified Provider. This may be your answering service or call center, or your main point of contact within your organization for miSecureMessages or check out the resources below:

How do I download miSecureMessages?

miSecureMessages is available for Android on the Google Play store, and for Apple on the iOS App Store. A secure Contact Web desktop version is also available.

I have an Android device and my sound notifications are not working properly. I have verified basic app and device settings, which appear to be correct.

Google’s notification channels have an unknown issue causing the MSM app to not follow the app sound settings. As Amtelco continues to work with Google on this issue, here are the steps to help:

 First, select the sound or sounds you want through the MSM app. (Depending on your version, you may have one sound setting or settings for a normal priority sound and a high priority sound.) After selecting the sound or sounds you want, uninstall the MSM app. Reinstall the MSM app and log in to your account.

 

 We hope to correct this issue with an upcoming app release. The current release at this time is 6.7.3.10.

  • Do not change the sounds after reinstalling. If you wish to change the sounds, repeat steps 1-3.
I’m not getting Notifications - Apple / IOS

Notifications – Apple / iOS

No Audio:

Check device volume Is device setting “Vibrate on Silent” on? Is device setting “Do No Disturb” on? Ensure the miSecureMessages app’s sound selection is not set to “Silent” Check that the miSecureMessages app’s On/Off status is set to “On” New/Different device? Delete and reinstall app. Try again.

 

More information from Apple:

Apple Watch notifications: https://support.apple.com/en-us/HT204791 iOS 11 notifications: https://support.apple.com/en-us/HT201925 Article about changes to the Apple notification center:  https://www.theverge.com/2017/10/9/16447742/apple-ios-11-notification-ce...

Behaviors:

When your iPhone is locked, the notification will show on your Watch (depending on your settings) and should also show on your iPhone (if not, try messing with the notification settings mentioned earlier).  When your iPhone is unlocked, the notification will not show on your Watch (because it assumes you are using your phone instead), but will show on your iPhone. When you clear a notification from your iPhone or Watch it will also clear on the other device. On iOS 11, the iPhone’s notifications screen is a little different, and will only show you new notifications by default – with the older notifications showing if you scroll down on the lock screen to “earlier today” (which, on iOS 11, can be accessed at any time by dragging your finger from the top of the screen, down).

Notifications – Apple Watch

If you are not receiving notifications on your Apple Watch:

In the Watch app settings, turn the “notifications indicator” toggle off then on again. Then, toggle “Mirror iPhone Alerts” for the miSecureMessages app off and then on again. Test again.

No Audible nor Visual:

Do you have the latest app version installed? Verify device isn’t set to Airplane Mode Verify device isn’t set to “Do Not Disturb” Test device’s internet connection by opening up an external website such as local weather website Check device volume (switch, and buttons on side of device) Is device setting “Vibrate on Silent” on? Make sure your device’s Notifications are enabled for miSecureMessages app under device’s Settings app, with alert style Ensure the miSecureMessages app’s sound selection is not set to “Silent” Check that the miSecureMessages app’s On/Off status is set to “On” New/Different device? Delete and reinstall app. Try again. are you receiving notifications from other apps on your device? Is there a third-party app that manages push notifications installed on the device? Does the Contact account have notifications settings set properly and are in “ON” mode? These settings are in the Admin web under the Contact account. Restart device and test again New/Different device? Delete and reinstall app. Try again.

No Visual:

Make sure your device’s Notifications are enabled for miSecureMessages app under device’s Settings app Check that the miSecureMessages app’s On/Off status is set to “On” New/Different device? Delete and reinstall app. Try again.

I’m not getting Notifications - Android

Notifications – Android

After downloading the app, choose to “Allow” notifications from miSecureMessages.  If this was not done, can be adjusted from device’s Settings app under Notifications and miSecureMessages.

No Audible:

Check device volume (switch, and buttons on side of device) Is device setting “Vibrate on Silent” on? Is device setting “Do No Disturb” on? Ensure the miSecureMessages app’s sound selection is not set to “Silent” Check that the miSecureMessages app’s On/Off status is set to “On” New/Different device? Delete and reinstall app. Try again. Ensure the miSecureMessages app’s sound selection is not set to “Silent” Check that the miSecureMessages app’s On/Off status is set to “On” Use different network connection and test again Are you receiving notifications from other apps on your device?

No Audio nor Visual:

Do you have the latest app version installed? Google account with Google Push Notifications working Verify device isn’t set to Airplane Mode Verify device isn’t set to “Do Not Disturb” Test device’s internet connection by opening up an external website such as local weather website Check device volume Is device setting “Vibrate on Silent” on? Make sure your device’s Notifications are enabled for miSecureMessages app under device’s Settings app, with alert style

No Visual:

Make sure your device’s Notifications are enabled for miSecureMessages app under device’s Settings app miSecureMessages app’s On/Off status set to “On” New/Different device? Delete and reinstall app. Try again.

  • Is there a third-party app that manages push notifications installed on the device?
  • Does the Contact account have notifications settings set properly and are in “ON” mode? These settings are in the Admin web under the Contact account.
  • Restart device and test again
  • New/Different device? Delete and reinstall app. Try again.
  • Admin: ensure user is registered with device in Admin Web
  • Admin: register another device to account and test
How do I use miSecureMessages?

The miSecureMessages secure texting apps are designed to be very easy to use. They offer intuitive features that are focused on keeping your messages secure, while helping you respond faster with convenient two-way messaging. In-depth training videos are available for Android and iOS devices.

Support

Who uses miSecureMessages?

Hundreds of hospitals and healthcare organizations as well as telephone answering services (TAS) use miSecureMessages as a secure messaging and pager replacement platform.

What is miSecureMessages?

miSecureMessages is a real-time HIPAA and HITECH compliant secure texting app for healthcare organizations and clinicians. It allows the secure exchange of Protected Health Information (PHI) via text messages on smartphones and tablets running iOS and Android, and desktop computers running Windows or Mac. miSecureMessages can be either a hosted or on-site solution. All messages stay encrypted when being transferred from device to device. Once on the device, messages are viewable but stored remotely to ensure privacy if a device is misplaced or lost. Types of files*

What is PHI? What is HIPAA? What is HITECH?

For healthcare organizations, PHI refers to Protected Health Information. Maintaining the security of PHI is an important part of the Health Insurance Portability and Accountability Act (HIPAA) which was passed in 1996. A key aspect of the legislation is the “Security Rule,” which defines administrative, technical and physical security procedures for hospitals to use to ensure the confidentiality of electronic protected health information. miSecureMessages uses encryption technology when sending messages that may include PHI to Android and Apple devices, and via the Contact Web, ensuring security of any PHI data. The Health Information Technology for Economic Clinical Health (HITECH) Act passed in 2009 was passed to enforce many aspects of HIPAA, and imposes penalties and criminal charges on organizations that violate HIPAA rules. Read More About HIPAA Compliant Messaging

Can I communicate with my office staff using secure texting apps?

Yes! Your office staff can use the miSecureMessages secure Contact Web to send you messages, reply to messages, and more!

Does Secure Texting work on Smartphones? Tablets? Computers?

Yes! miSecureMessages Apps are available for both Android and iOS, and these Apps can be used on phones and tablets. In addition, a secure Contact Web version is available for access with a secure web browser.

How Does Fingerprint Scanning Work?

The technology used is called a “capacitive scanner” which sends electrical currents to record the complex pattern of ridges and valleys found on a person’s fingerprint.

The resulting image records the depth of the valleys and height of the ridges so even a high-quality print image won’t trick the capacitive scanner because it’s flat. The capacitive scanner requires the person’s finger to actually be present in order to generate the image again for verification.

What is encryption?

Simply stated, encryption is a process used to scramble information. Only those who have the key to decrypt the information can read the correct message.

In our digital world, encryption is incredibly complex. When a text message is sent, sophisticated algorithms rearrange the data and turn it into something unintelligible. Algorithms are specifically designed to be unique for a highly secure encryption scheme. Only the intended recipient(s) can access the message, not the unauthorized users.

How do I find out what my License Key / Account ID is?

Contact your miSecureMessages Administrator. They will let you know what License Key/Account ID to register your miSecureMessages app with. If you are using email registration, your miSecureMessages Administrator can initiate your email registration.

How do I log into miSecureMessages on my PC?

Contact your miSecureMessages Administrator for the Web URL to use in your PC browser.  Log in with your existing miSecureMessages Username and Password.  If you do not have these credentials yet, your miSecureMessages Administrator can help you with this.

I forgot my Password and/or Passcode.

Contact your miSecureMessages Administrator. They will be able to reset your Password and/or Passcode.

I forgot my Username.

Contact your miSecureMessages Administrator. They will be able to tell you what your username is.

 

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