Some emails from us are protected. You will see one of two things.
A. You can read the message right away. It opens like a normal email and may show a label such as “Encrypted”. Reply with the Reply button, as usual. Replies sent this way are protected.
B. You see a “Read the message” button. Tap or click the button. A web page opens.
- In the web page that opens, please request a code by tapping “Sign in with a One-time passcode”.
- A code is sent to the same email address. Copy the code.
- Back on the web page, type in the code and tap “Continue”.
- Read and reply on the page that opens. Replies there - where you read it - are protected.
Pictures and more detail are in the step-by-step guide below.
Step-by-step guide for B: the ‘Read the message’ button
- Find the email — It comes from christopher.benjamin@
sparrow.clinic. If you can’t see it, look in your Junk or Spam folder. - Tap “Read the message”
- Tap “Sign in with a One-time passcode” — A web page opens in your browser, not in your email app.
If a “Send passcode” button appears, tap that too.
- Get the code from your email — This step checks that the email address is yours; the code is not a password. Microsoft sends the code to the same email address that received our message. Open that inbox, find the new email, and copy the code. If nothing arrives within a few minutes, check your Junk or Spam folder.
- Enter the code — Go back to the web page (on a phone, use your tabs or app switcher to find it). Type the code into the box and tap “Continue”. The code stops working after 15 minutes. If that happens, go back to the first email and start again at step 2.
- Read and reply — Your message opens. To answer, tap “Reply” on that page. Replying from your usual email app may not be protected.
Why we use secure email
Your health information is private. Regular email can be read by other people along the way, like a postcard. This extra step works like a locked envelope, so it is much harder for anyone else to read. BC privacy law and the guidance for psychologists in BC expect us to protect your information. If this does not work for you, tell us and we will send it another way.
More detailed instructions
Microsoft’s official guide to opening protected messages is available on the Microsoft Support website.
Prefer not to use email?
Tell us, and we can send your information another way:
- through another secure online service;
- by mail; or
- by fax.
Call us on (236) 501-5099, or email us and say which way you prefer. Please don’t put health details in this email.
Phone: (236) 501-5099. Email: [email protected]
If your screen looks different
Which screen do you see?
- Only a “Sign in with a One-time passcode” button — This is the screen in step 3.
- Buttons such as “Sign in with Google”, “Yahoo” or “Microsoft” — Choose the one that matches your email; for example, choose Google if you use Gmail. If you also see “Sign in with a One-time passcode”, you can choose that instead.
- The message opens straight away, with no sign-in — You don’t need to sign in, simply read and reply.
Other problems
- Using Gmail? The message may open in a new browser tab, not in the Gmail window.
- No code after a few minutes? Check your Junk or Spam folder. Then go back, ask for a new code, and use the newest email.
- Code doesn’t work, or has expired? Ask for a new code and use the newest one.
- See a file called “message.html” instead of a button? Open that file in your web browser.
If you are still stuck, please call us on (236) 501-5099.
Protecting your information
Sparrow will never ask for your password, bank details, or card details by email, text, or phone. Never share your code with anyone.
Email is not for urgent matters. In an emergency, call 911.
Last updated: 2026-10-15