Clear remembered accounts in the Outlook add-in

If the Send It Secure (Protected Trust) COM add-in for Outlook (classic) keeps using an old or incorrect email address — for example, you sign in but see “password incorrect,” or messages send from the wrong account — the add-in may be holding a remembered account. Clearing it lets you sign in cleanly with the right address.

Applies to: the Protected Trust Outlook COM add-in for Outlook (classic) on Windows only. This doesn't apply to the newer Send It Secure Outlook add-in (new Outlook, Outlook on the web, or Mac).

Clear a remembered account

1In Outlook, select the Protected Trust icon, choose your account, and click Sign Out.

2Right-click the dialog and choose Clear remembered accounts.

3Check the E-mail Address field. If the old email address is still showing, delete it manually, then right-click and choose Clear remembered accounts again. (On some older versions of the add-in, you need to clear it this way.)

4Sign in with the account you want to use. You should now be able to send and open secure messages without the error.

Tip: Keeping the add-in up to date makes this smoother — newer versions clear the remembered account in one step. You can always download the latest version at downloads.senditsecure.com/windows (right-click the installer and Run as administrator), then restart your computer.

Still seeing the old account?

If the add-in still signs in with the wrong address after the steps above, reach out to our team — we have an additional step we can walk you (or your IT team) through to clear it completely.