Voltage - Using secure email - Wells Fargo Advisors

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Using secure email

Our secure email tool helps us protect your personal and confidential information. Like others you receive from us, these emails arrive in your inbox, but they require a password to open. The first time you receive a secure email from us, you will need to create a password and set up your password reset questions. After creating your password, you can read the message and open any attachments. Note: To view a secure email from a mobile device or tablet, you must first install the Voltage Secure Email app. Forget your password? If you forget your password, you can reset it by answering your password reset challenge questions. If you fail these questions and get locked out from a secure email message, you can reset your password and challenge questions using a self-service tool. Simply click Forget your password or need to change it? Once reset, you can log back in to read the secure message.

Accessing a secure email from a laptop or desktop

Open the secure message.

Locate the attachment "message_xdm.html" which is usually located at the top or bottom of the email. Open in one of the following ways:

? Double-click the attachment. ? Click either View or Download. ? Click Save to Computer. ? Click Download as Zip.

Also note: ? If you're prompted to save or open the attachment, click Open. ? You may receive a warning message. If so, click Open.

Once on the screen shown below, press Click to Read Message. If you're a new user, you may be asked to verify your email address.

Note: You may receive the message, "You are submitting information to an external page. Are you sure?" If so, click Ok.

If you have already received a secure email from us in the past, you will enter your password at this step to access the email.

OR If you've never received a Wells Fargo Secure Email before, you'll first need to create a secure email account. The first time you receive a Wells Fargo secure email, you'll be prompted to complete a one-time sign-up form. Follow these steps:

a. On the Create Password screen, complete the Full Name and Email fields. b. Create a password using the following requirements:

? Six characters minimum ? At least one letter ? At least one number c. Re-enter your password. d. Choose a password reset question from the drop-down menu. e. Provide the answer to your password reset question. f. Click Continue. Once you've created your account, you'll be able to open and view the Wells Fargo secure email message. The secure email will open. You will have the ability to read the email and respond securely. Note: Some secure emails may have an attachment you will need to view/download. You can also choose to attach a file to the secure email when you respond.

Opening secure email from a tablet or mobile device

Download and install the Voltage Secure Mail App

The app can be downloaded by searching for "Voltage Mail" within your mobile app store. The Voltage Secure Mail app is available on:

? iOS devices (iPhone and iPad) ? Android devices

If the Voltage Secure Mail app is not available for your mobile or tablet device, you may be able to open the secure email attachment (message_zdm.html) using your mobile web browser. Please refer to the "Accessing a secure email from a desktop or laptop" section as this experience is very similar. If you're unable to open the secure email from your mobile web browser, please open the message from a computer.

Open the secure email attachment

1. Once the Voltage Secure Mail app is installed on your mobile or tablet device, return to the secure email message in your inbox.

2. Open the attachment: a) Tap the attachment (message_zdm.html). b) Choose to open the attachment in the Voltage Secure Mail app. Note: iOS users will need to press and hold the attachment (message_zdm.html) to open the attachment within the Voltage Secure Mail app.

2b

2a

Setup and login

1. Follow the screen prompts to configure the Voltage Secure Mail App. You may be asked to create a 4 digit pin to access the app.

2. If you've received a Wells Fargo secure email before, log in using your normal secure email password. Otherwise, you'll need to create a secure email account.

3. Once you're logged in, you can read, reply to, and forward the secure email message from your mobile or tablet device. Note: o You won't be able to create a new secure email message from the Voltage Secure Mail App, but you can reply to or forward a secure email message that you receive. o At this time, the Voltage Mail app is view-only and does not allow for the editing and annotation of attachments. The best practice for secure email collaboration is still through a desktop or laptop computer.

Common issues when opening secure email

If you can't open or read a secure email, try these troubleshooting tips:

Validate your log-in credentials

Make sure the email address and password to log on match what you created the first time you received a secure email. These log-in credentials are unique and are not used to access any other Wells Fargo Advisors application.

Validate your internet connection

You must have a live connection to the internet to open and read a secure email from Wells Fargo Advisors. Wells Fargo Advisors uses the internet to validate your log-in ID and password every time you open a secure email. If you are not connected to the internet, establish a connection. Try to open the message_zdm.html attachment again.

Adjust your HTTP 1.1 settings* (Internet Explorer 8.X)

If you see a "Page Cannot Be Displayed" error message when attempting to open a secure email from Wells Fargo Advisors, your browser settings may need to be adjusted. To make sure that HTTP 1.1 is enabled (both normal and proxy):

1. On your internet browser menu, go to Tools > Internet Options and select the Advanced tab. 2. Scroll down to HTTP 1.1 settings and ensure both boxes are checked. 3. Close all browser windows. 4. Try to re-open the secure email message.

Clear cookies and temporary files

Instructions for Internet Explorer users are below. 1. On your internet browser menu, go to Tools>Internet Options and select Delete (under "Browsing History"). 2. Ensure Temporary Internet Files and Cookies are checked and select Delete. 3. Try again to open your secure email.

Check your browser version. ? Wells Fargo Secure Email can be used with most internet browsers. ? For the optimal experience, use one of the following browsers: o Internet Explorer (version 7 and higher) o Firefox (version 3.6 and higher) o Chrome o Safari (version 4 and higher)

Need assistance?

If you still need assistance after following our instructions and troubleshooting tips, please call 1-877-879-2495 for help. Note: Non-US clients should call 1-866-314-1850 instead of the number listed above.

Wells Fargo Advisors is a trade name used by Wells Fargo Clearing Services, LLC and Wells Fargo Advisors Financial Network, LLC, Members SIPC, separate registered broker-dealers and non-bank affiliates of Wells Fargo & Company. CAR 0418-04244 extension 05/31/2020

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