Accessing a SafeBox when Prompted for Decryption Key

Administrator -

Solutions to access a double-encrypted SafeBox when the application asks you to provide the decryption key.

Note: This article applies to the XM SendSecure Web and mobile applications.


In some cases when accessing SafeBox, you might be prompted to provide a decryption key, as follows:

This message means that:
  1. Double Encryption is enabled on the SafeBox (as per the Security Profile that was used to create it), and
  2. You are probably trying to access the SafeBox for the first time on the device you are using, directly from your SafeBox list.


The purpose of Double Encryption is to increase the confidentiality of the SafeBox content. Its principle is to use two keys, one of which is solely in the possession of the participants and the other is stored in the XM SendSecure server. As both keys are required to decrypt the SafeBox content, you need to provide yours in one way or another.

In best cases, if you are trying to access the SafeBox in the same interface through which you created it, your local environment (browser or application) will remember the key for you so that you don't need to provide it again.

Otherwise, you should know that any notifications received from this SafeBox also seamlessly include the key. Thus, the safest way to access a double-encrypted SafeBox – when you experience the issue described here – is to use the link provided in your notifications. After that, your local environment will normally remember the key for you (unless otherwise configured through your personal settings).

Suggested Solutions

The solutions that are offered to you may vary depending on your role in the SafeBox, the way the SafeBox was created and the application you are using to access it.

Search for Email Notifications

Note: The following points assume that your account is correctly configured so that you receive SafeBox notifications by email (according to your XM SendSecure personal settings).

  • If you received any email notification regarding the SafeBox (invitation, reply notification, download notification...), simply click on the link provided in this email to access the SafeBox in the Web application.
  • If you are the Owner of the SafeBox:
    • If you created the SafeBox using the Web (or mobile) application, you should have received a specific email with the decryption key. Simply copy it from the email and paste it where prompted.
    • If you created the SafeBox using XM SendSecure for Outlook, you may have a summary of the SafeBox in your Sent Items. Simply use the included link to access the SafeBox in the Web application.
Tip: To quickly find the proper emails within your mail application, simply perform a search using the ID displayed below the SafeBox subject.

Use your Mobile Notifications

If you are using the XM SendSecure mobile application, you simply need to access the SafeBox through any notification that you receive from it in your mobile device notification center.

Request Another Invitation

If you missed or accidentally bypassed/deleted the SafeBox invitation (either received by email or through your mobile notifications), you still have the option to ask the Owner to resend you the invitation to the same SafeBox.

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