Customer Service

Q. Who do I contact regarding technical support?

A. You can email support@connectinprivate.com and someone will contact you back within 24 hours.

Q. I am running Firefox 3.5.2. When going to a secure website, the lock in the lower corner of the screen says that the website contains unauthenticated content.

A. This happens when there are insecure links appearing in the browser (i.e. links with http:// ). The Connect In Private Corp links that our customers navigate to remain secure.

Q. What are my termination/cancellation rights?

ConnectInPrivate offers a 7 day risk free trial. If you are not satisfied with the ConnectInPrivate service within the first 7 days, contact us using our contact form within the first 7 days and we will refund your credit card for the full amount charged.

You may terminate Your Account and end your use of the Service at any time, for any reason or for no reason. For cancellation instructions, see ConnectInPrivate’s support page or email ConnectInPrivate using the contact form. Upon termination of your account, you shall remain liable for all fees incurred or accrued by you. Any fees you may have paid in advance are nonrefundable. Upon expiration or termination for any reason, you are no longer authorized to use the Service or Software. When this Agreement is terminated and/or your Account is cancelled, you will no longer have access to any data , email or attachments and that material may be deleted by ConnectInPrivate.

Q. I just signed up for one of the Connect In Private Services and I am having difficulty getting the services configured on my system.

A. At Connect In Private Corp, we work hard to make sure that our services are easy to setup and configure, however, you may still have issues with setting up our service. If, for any reason, you are having difficulty in setting up any portion of our service, please contact Customer Support through by emailing support@connectinprivate.com .

At Connect In Private, we believe in providing our customers with best possible customer service. We want to make sure that our customers have a pleasurable experience when they need to contact our support staff. That is why we provide an online support service where we can setup a Secure Meeting time that best suits your schedule to login to your system and configure the various services while you watch. All you need is to have your computer connected to an active Internet connection.

Back to top.

Q. I would like to use the mail encryption feature. How do I get this working from my webmail client?

A. All encryption, decryption, and message signing is provided within the WebMail Interface.

To send an encrypted secure email message, all you need is the recipient's public key. ( stored in your personal address-book ). When composing an email message the user can encrypt the content with the recipient's public key, ensuring that the message can only be decrypted by the intended recipient, even if the message is intercepted.

Q. How do I know which ConnectInPrivate.com webmail interface to use

A.

Q. How can I use more than one email address from the same webmail interface?

A: Via the Account Panel you can create additional Email accounts. Allowing you to read Email for multiple accounts, all via the one interface. Use the utility to read your existing POP3 account from any number of external hosts. Add or delete an account. You can also add Personalities, which then display in a select box in the From field when composing an email thereby allowing you to choose which email address you appear to be sending from.

Q. Do I need to type in complete email addresses into my webmail interface when I am sending email to someone.

A. When you add your email addresses to your email address book, the email addresses will auto-complete when you add a recipient in the To, CC, or BCC section of the email address.

Q. How do I open a link from within the ConnectInPrivate.com webmail client?

A. To open a link sent to you in a message, right click and either open it in a new tab or window

Q. How do I setup mail encryption using Connect In Private webmail.

A. There are a few steps involved in the setup of mail encryption and getting it working. The first thing that needs to be done is for you to have a PGP key created:

1. Go to Utilities -> Email Settings -> Mail Security
2. Click ‘Enable’ from the dropdown in the Enable Mail Encryption section
3. Choose 4096bit as the strength of your key.
4. Enter and Re-enter your password for the PGP Public Key
5. Click ‘Save Settings’ and then it will take up to 5 minutes for your PGP to be created for you.
6. Once your key has been created, you can write an email and send your public key to those people who you would like to receive it. You would do this by clicking the icon with the lock on it and choosing ‘Public Key’
7. This will add your public key to the email. At this point, you can send the email, so that your recipients will be able to add it to their configuration, so they can read any encrypted messages from you.
8. You will also have to receive your recipient's public keys from them, so you can add them to your address book.
9. To send an encrypted email, you create the email as you normally would; then once you are ready to send the email, you need to click on the icon with the lock on it and choose ‘Encrypt and Sign’ NOTE: when you add your email addresses in your ConnectInPrivate.com addressbook, you need to make sure that you do not put a first/last name in the contact or you will receive an error when attempting to encrypt and sign and email that you want to securely send.

Q. Which Connect In Private webmail interface do I need to take advantage of the mail encryption feature?

A. The Connect In Private Advanced webmail interface provides you with the ability to utilize the mail encryption feature.

Q. My current mail service is not secure. I want to make sure that my mail is fully secure using SSL and an intuitive mail interface.

A. Connect In Private Corp offers secure hosted mail services where you can host your mail using Connect In Private mail servers. Here are the steps to take for migrating your mail to the Connect In Private Secure Mail service:

1. Provide Connect In Private Corp with your mail domain and the list of email addresses, aliases, and groups
2. Make sure that you download all of your mail from your previous mail server before making configuration changes on your client, or before using the Connect In Private webmail interface.
3. Connect In Private staff will create your mail domain, users, groups, and aliases on their mail servers.
4. Connect In Private staff will test your accounts on their mail servers to make sure that mail is working on the new secure platform.
5. If you are going to use the webmail service, Connect In Private Corp will need to get an SSL certificate and make sure that it is configured with the same name as your webmail hostname in your DNS.
6. You or your technical staff will need to modify your DNS (Domain Name System) zone file and make sure that the DNS for your mail server (MX record) has changed. As well, you will need to make sure that the SOA record has been changed, to be pointing to the new mail server hostname (if it has changed).
7. Once the DNS has been changed over, you may, or may not have to make changes on your users connecting to the new mail server. If all the DNS names are the same, then the user should automatically connect to the new server and retrieve their mail.
8. If you use webmail, you will need to create a webmail entry in your DNS that points to the Connect In Private Corp. webmail mail server.

Q: How can I use more than one email address from one interface?

A: Via the Account Panel you can create additional Email accounts. Allowing you to read Email for multiple accounts, all via the one interface. Use the utility to read your existing POP3 account from any number of external hosts. Add or delete an account. You can also add Personalities, which then display in a select box in the From field when composing an email thereby allowing you to choose which email address you appear to be sending from.

Q: When I click on a link in an email message the web site opens in my web mail. How do I open a link in a new browser?

A: Simply right click on the link and opt to open in a new tab or window.

Q: Which web mail interface is best?

A: Each interface provides a different level of functionality. The basic interface is use for all browsers that do not have support for AJAX, or other advanced browser functionality. If you don't need to use the Basic interface, then the choice is mostly personal preference. We suggest that you try them all and decide which interface suits you best, each interface functions slightly differently.

Q: Why do only some of my email recipients addresses auto complete when I am composing new messages?

A: Addresses that you have in your address book will auto complete. Either enter addresses individually or import them from another program to populate your address book.

Q. I have flagged a message in the advanced webmail interface while using Internet Explorer and I would like to remove the flag. How do I do this?

A. To remove the flag from a message once it no longer needs to be flagged; highlight the flagged email, right-click and select ‘Mark As Read’

Back to top.

Q. I have signed up for the Secure Meeting service. How do I login and start using the service?

A. To login to the ConnectInPrivate.com secure meeting service, you need to open up your browser (Internet Explorer, Firefox, or Safari) and go to the URL: https://secure.connectinprivate.com//

This will bring you to the specifically branded meeting portal for you to book, and manage your meetings.

Q. What branding options are available when I sign up for the Secure Meeting service?

A. When you sign up as a Secure Meeting customer, you have the following options for branding your Secure Meeting portal:

1. Logo – Your corporate logo can be added to your meeting portal so that your meeting portal looks like your own corporate meeting portal
2. Colors – We will match up your logo color and make sure that your meeting portal has similar color features when you or your customers login.
3. DNS Hostname – As an added feature of your new Secure Meeting portal, you, or your I.T. staff can add a DNS entry in your DNS servers pointing to our Secure Meeting platform to give everyone the illusion that you are hosting your own secure meeting platform. Your new Secure Meeting URL will look something like this: https://secure.companyname.com/companyname/

Q. I am interested in the Secure Meeting product. What makes it worth purchasing for my business?

A. The Connect In Private Corp Secure Meeting platform is a robust meeting platform that allows businesses to brand it with their logos and colors to make it look like their very own online meeting application. During these times, businesses need to have their own competitive edge and having your own online meeting platform ready for you to use shows your customers and potential business clients your innovation and customer service capabilities in this global economy. Along with the branding of the meeting service, you can use your Secure Meeting platform to provide customer service to remote systems with the click of a button. With your customer's permission, you can take over their system and provide software installation and/or troubleshooting services with ease.

Back to top.

Q. How do I upgrade my PC Cleaner software to the most recent release?

A. To upgrade your PC Cleaner software, you need to first uninstall your current version of your software by going to Start -> Control Panel -> Add/Remove Programs -> PC Cleaner; then click Uninstall and go through the uninstall process.

Once the PC Cleaner software is uninstalled, you can proceed to download and install the most recent PC Cleaner software.

Q. Why can't I download the Connect In Private PC Cleaner software when on a business network?

A. When connected to the Connect In Private VPN, you may have to disconnect in order to download the PC Cleaner software. You could receive an error saying that you are not connected to the Internet if you do not disconnect.

Back to top.