Secure Messaging Frequently Asked Questions

Secure Messaging is the process of:

• Identifying outbound e-mail that contains sensitive information and encrypting the e-mail messages.
• Providing a secure method for our customers and vendors to receive and compose encrypted messages.

Secure messaging services protect our e-mail and ensure sensitive information remains confidential. Additionally, Commerce policy and federal regulations require protecting sensitive customer information.

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The Commerce Bank Secure Email Message Center is the web page for external e-mail recipients to conveniently communicate with Commerce Bank and its affiliated companies. It offers secure, efficient messaging through a secure Internet connection known as SSL (Secure Sockets Layer), with no additional desktop client software needed. The Commerce Bank Secure Email Message Center can be found at https://securemail.commercebank.com

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• Commercial Bank customers and customers of Commerce Trust Company, Commerce Brokerage Services, Inc., and other Commerce affiliates can use the Secure Message center to contact their relationship manager or other employees they interact with at Commerce.
• Personal and small business customers who are not currently enrolled in Online Banking or Small Business Online Banking.
• Business partners and vendors doing business with Commerce.

No, you can access the Commerce Bank Secure Email Message Center from any computer that has Internet access and a supported 128-bit SSL-enabled browser. Supported browsers include Internet Explorer Release 5.5 or greater, and Netscape Release 7.0 or greater.

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No, the Commerce Bank Secure Email Message Center can only be used to send messages to employees of Commerce Bank and its affiliated companies. Attempts to send or carbon copy an e-mail to non-Commerce employees will result in an error. This includes forwarding messages from within the Commerce Bank Secure Email Message Center to non-Commerce employees.

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To access an encrypted message you will need to go to the Commerce Bank Secure Email Message Center, through your web browser. As a result, it will look different than the e-mail you receive that was not encrypted.

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The Commerce Bank Secure Message Email Center log on screen can be found at https://securemail.commercebank.com

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Go to the Commerce Bank Secure Email Message Center log in page at https://securemail.commercebank.com and visit the link labeled "For first time users, click here to create your account."

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For your protection, please keep in mind the following guidelines as you select a password.

• Your password must be at least 6 characters long.
• It is case sensitive.
• Does not include easily guessed words or phrases.
• It is required to meet two of the following three conditions:
  • Contain both alphabetic and numeric characters
  • Contain both uppercase and lowercase characters
• Contain at least one special character such as:
  ~ ! @ # $ % ^ &

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Go to the Commerce Bank Secure Email Message Center log in page at https://securemail.commercebank.com and select the Change your password link.

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• Go to the Commerce Bank Secure Email Message Center log in page at https://securemail.commercebank.com and select the Forgot your password? link. You will be sent an e-mail with the reminder that you entered when you created your password.
• If the reminder you received did not help you remember your password, go to the Commerce Bank Secure Email Message Center log in page at https://securemail.commercebank.com and select the Change your password link. You will then be required to change your password.

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• You are locked out of your account for 30 minutes after three attempts to log in with an incorrect password. After thirty minutes the account will no longer be locked.
• Go to the Commerce Bank Secure Email Message Center log in page at https://securemail.commercebank.com and select the Change your password link. You will then be required to change your password. Changing your password unlocks your account.

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After 180 days of inactivity you will be asked to re-register your e-mail address to gain access to the Commerce Bank Secure Email Message Center. The process is identical to what was done when your account was initially created.

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Log in to the Commerce Bank Secure Email Message Center at https://securemail.commercebank.com and click on the Compose tab. There you’ll be able to write a message to a Commerce Bank employee. Unless your company has a ZixVPM server as well, only e-mail sent from the Commerce Bank Secure Email Message Center will be encrypted. For additional assistance, please us the online help available at the Commerce Bank Secure Email Message Center at https://securemail.commercebank.com.

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You can send up to 10 files with a total combined size not to exceed 15 MB.

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At the bottom of the email will be "DOWNLOAD" buttons to download the e-mail message and any attachments. It is recommended that the button labeled "Email message and Attachments as zip file" be used to download the entire e-mail in one ZIP package. For additional assistance, please us the online help available at the Commerce Bank Secure Email Message Center at https://securemail.commercebank.com.

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Thirty days. When the message expires, it is deleted from the system. This will occur regardless of the message being read or not. The Commerce Bank Secure Email Message Center cannot be used to archive messages. If you wish to save the message, you must save it to your computer.

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If the message has expired, there is no way to access it. Due to the security features of the message center, the sender of the message must resend it. When a message expires, an expiration notification e-mail is returned to the sender. The sender has the option to resend the message at that time.

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For group mailboxes, one person needs to establish and maintain the account for the Commerce Bank Secure Messaging Center. If a member of the group leaves your organization, the password for the account at the Commerce Bank Secure Email Message Center must be changed to prevent the departed employee from accessing the encrypted messages.

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The password for the departed employee’s account at the Commerce Bank Secure Email Message Center must be reset, preventing the ex-employee from accessing any secure messages.

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ZixVPM Alliance program provides an easy and economical way to secure two-way communication between Commerce and our business partners for maximum efficiency and convenience. Through this program, our vendors can obtain their own ZixVPM device that will automatically encrypt and decrypt e-mails sent to and from us invisibly. To find out more about this program call our Customer Care Center at 1-800-453-2265 or e-mail Customer Service at mymoney@commercebank.com

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• Go to the Commerce Bank Secure Email Message Center log in page at https://securemail.commercebank.com and use the online help section.
• Call our Customer Care Center at 1-800-453-2265
• Email Customer Service at mymoney@commercebank.com Only send private information when initiating an e-mail from the Commerce Bank Secure Email Message Center.

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• Call our Customer Care Center at 1-800-453-2265
• Visit the Commerce Bank Secure Email Message Center and use the "online help" section.
• Email us at mymoney@commercebank.com