New Customer FAQ

1. What do I need to do after my 14-day trial to keep using Paubox?

2. Why am I not seeing the Paubox security footer on internal emails?

3. It seems too easy. Is my email really encrypted, secure, and HIPAA compliant?

4. Are replies encrypted and secure as well?

5. Some recipients of my emails received a link to view my message. Why is that?

6. How does billing work?

7. What is the minimum cost for a Paubox subscription?

8. Where can I access my Business Associates Agreement (BAA)?

9. Additional questions?

1. What do I need to do after my 14-day trial to keep using Paubox?

Nothing! Just keep going as normal and your subscription will automatically start at the end of your free trial.

2. Why am I not seeing the Paubox security footer on internal emails?

We add the Paubox security footer to every external email you send outside of your domain. To prevent footers from stacking up on long internal email threads, we don’t add the footer on internal emails.

 3. It seems too easy. Is my email really encrypted, secure, and HIPAA compliant?

If your email is being sent via Paubox, then yes! If you want to double-check, just send an email to an external email address and look for the security footer at the bottom of the message. You can also send a message to our test account (paubox15@gmail.com) anytime and we’ll validate encryption for you. We have even taken the extra step and had our products HITRUST CSF certified, the gold standard in compliance for healthcare.

4. Are replies encrypted and secure as well? 

Direct replies to the emails you send are encrypted since we validate the path and the encryption support of the recipient’s server when we delivered your original email. However, we cannot verify that a brand new incoming email sent to you was encrypted, that responsibility would be the sender’s email platform.

5. Some recipients of my emails received a link to view my message. Why is that?

We automatically detect if a recipient’s mail server does not support TLS encryption, and instead of delivering your email unencrypted, we hold your email on our servers and send a secure message with a link to read your message and any attachments in our secure web application. This ensures that your message remains secure, and you remain HIPAA compliant.

No passwords or logins are required by default, but you can also activate that feature. Recipients just need to click the link to view your email, download attachments, or reply. All replies are secure.

6. How does billing work?

We will charge the card that was provided during signup at the end of your 14-day trial, and again on your next renewal date.

7. What is the minimum cost for a Paubox subscription?

Our minimum subscription of $30/month (billed annually), which covers up to 3 email addresses.

8. Where can I access my Business Associates Agreement (BAA)?

You can access your BAA here: https://www.paubox.com/business-associate-agreement

 9. Additional questions?

Paubox Help Center: https://support.paubox.com/hc/en-us

Paubox Support Desk: support@paubox.com