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Using Wells Fargo Secure Email

Wells Fargo is committed to protecting your personal and financial information and your privacy. If we send you an email that contains your personal or account information, we first encrypt the email to protect your identity and ensure your information is not accessed by anyone other than you.

Your Wells Fargo Secure Email will always contain a personalized image so you can be confident that the message you receive is legitimate. If you receive a suspicious email claiming to be from Wells Fargo, forward the email to reportphish@wellsfargo.com and delete it. Learn how to recognize fraudulent emails.

If you receive a Secure Email from Wells Fargo, please refer to the instructions within the email or follow the steps below to access, open, or respond.  You may also view a video tutorial.

Open a Secure Email – From a Desktop or Laptop

View a video tutorial or follow the instructions below.

To open a Secure Email, you don’t need to install software or plug-ins; however, you must be connected to the internet.

  • Open the Secure Email.

    screenshot secure email message
  • Locate the attachment message_zdm.html within the Secure Email, and open it in one of the following ways:
    • Double click on the attachment
    • Click View or Download
    • Click Save to Computer
    • Click Download as Zip
  • If you’re prompted to Save or Open the attachment, select Open.
  • You may receive a warning message; if so, select Open.
  • Once on the screen shown below, select Click to Read Message. If you’re a new user, you may be asked to verify your email address.

    screenshot secure email click to read
  • You may receive the message You are submitting information to an external page. Are you sure? If so, select Ok.
  • At this point, first-time users will be asked to create a Secure Email account. Returning users will be asked to enter their password.

Open a Secure Email – From a Tablet or Mobile Device

From your tablet or mobile device, view instructions unique to your device.

You can also view a video tutorial or follow the steps below.

1. 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
    • BlackBerry Devices (except BlackBerry 10)
  • 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 Open a Secure Email – From a Desktop or Laptop 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.

2. Open the Secure Email Attachment

  • Once the Voltage Secure Mail app is installed on your mobile or tablet device, return to the Secure Email message in your inbox.
  • Press the attachment (message_zdm.html) and choose to open the attachment in the Voltage Secure Mail app. iOS users will need to press and hold the attachment (message_zdm.html) in order to be prompted with the option to open the attachment within the Voltage Secure Mail app.

screenshot secure email open


3. Setup and Login

  • 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.
  • If you’ve received a Wells Fargo Secure Email before, login using your normal Secure Email password. Otherwise, you’ll need to create a Secure Email account.
  • Once you’re logged in, you can read, reply to, and forward the Secure Email message from your mobile or tablet device. Note:
    • You won’t be able to create a new Secure Email message from the Voltage Secure Mail App, but will be able to reply to or forward a Secure Email message that is sent to you.
    • 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.

First-time users

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.

  • On the Create Password screen, complete the Full Name and Email fields.
  • Create a password using the following requirements:
    • Six characters minimum
    • At least one letter
    • At least one number
  • Re-enter your password.
  • Choose a password reset question from the dropdown menu.
  • Provide the answer to your password reset question.
  • Click Continue.
  • Once you’ve created your account, you’ll be able to open and view the Wells Fargo Secure Email message.

Reply to a Secure Email

To respond to a Wells Fargo Secure Email, follow these steps:

  • Select Reply, Reply to All, or Forward at the top or bottom of your Secure Email.
  • Compose your response and add an attachment if desired. Note you cannot add an attachment from a tablet or mobile device.  
  • Click Send Secure.
  • Desktop or laptop users will receive the confirmation message below when the email is securely sent. All users will receive a copy of the message in their inbox.

    screenshot secure email confirmation message

Reset your Secure Email password

If you forget your Wells Fargo Secure Email password, follow the steps below to reset your password:

  • Select Click here to Reset Your Password on the Login to Read Your Secure Email screen.
  • If you know the answer to your Recovery Question, type in the Answer, and click Continue on the Reset Your Secure Email Password screen.
    • On the Reset Your Password screen, enter and verify a new password.
    • Choose a new Recovery Question and Answer, or leave the Answer field empty if you’d like to keep your current answer.
    • Click Continue and you’ll receive an email from do-not-reply@wellsfargo.com to inform you that your password has been reset.

      screenshot secure email reset password

If you don’t know the answer to your Recovery Question, select Click Here to Reset Your Account on the Reset Your Secure Email Password screen.

  • Check your email for a message from do-not-reply@wellsfargo.com.
  • Click the link in the message to reset your account immediately.
  • The link will take you to the Reset Your Password form.
  • Type and verify your new password, select a new Recovery Question and Answer, and click Continue.
  • You’ll receive an email from do-not-reply@wellsfargo.com to inform you that your password has been reset.

Troubleshooting and support

If you’re unable to open or read a Wells Fargo Secure Email, follow the steps below to troubleshoot. If you’re still unable to open the message, contact the Wells Fargo team member who sent you the message for assistance.

All Users

  • Validate your login credentials.
    • Make certain your login email and password are correct. These login credentials are unique and aren’t used to access any other Wells Fargo application.
    • Refer to Reset your Secure Email password above to reset your password or login credentials.
  • Validate your internet connection.
    • You must have an internet connection to open and read Wells Fargo Secure Email. Wells Fargo uses the internet to validate your login ID and password every time you open a secure message.
    • If you lose your internet connection, please attempt to open the attachment once you reconnect.

Desktop or Laptop Users

  • Adjust your HTTP 1.1 settings (only applicable if using Internet Explorer web browser).
    • If you receive a Page Cannot be Displayed error message when attempting to open a Secure Email from Wells Fargo, your browser settings may need to be adjusted.
    • On your internet browser menu, go to Tools > Internet Options and select the Advanced tab.
    • Scroll down to HTTP 1.1 settings and ensure both boxes are checked.
    • Close all browser windows.
    • Try again to open your Secure Email.

      screenshot secure email internet options
  • Clear cookies and temp files.
    Instructions for Internet Explorer users are below.
    • On your internet browser menu, go to Tools>Internet Options and select Delete (under Browsing History).
    • Ensure Temporary Internet Files and Cookies are checked and select Delete.
    • 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: 
      • Internet Explorer (version 7 and higher) 
      • Firefox (version 3.6 and higher) 
      • Chrome 
      • Safari (version 4 and higher)

Tablet or Mobile Users

  • Ensure you have the Voltage Secure Mail App Installed
    • Click Here from your tablet or mobile device for instructions unique to your device
  • Ensure you open the message_zdm attatchment in the Voltage Secure Mail app
    • Press the attachment (message_zdm.html) and choose to open the attachment in the Voltage Secure Mail app. iOS users will need to press and hold the attachment (message_zdm.html) in order to be prompted with the option to open the attachment within the Voltage Secure Mail app.

screenshot secure email open