How can I tell if a Honey email is official?

Audience: All Honey users

Purpose: Help users understand why some Honey emails use longer sender addresses and how to confirm whether an email is official.

TABLE OF CONTENTS

• How can I tell if a Honey email is official?
• Why do some Honey sender addresses look longer?
• What should I check?
• Still need help?
• Related articles

How can I tell if a Honey email is official?

Official Honey platform emails are sent from the @app.trialbee.com domain.

Some automated Honey emails may come from a sender address that looks longer than expected. For example: Trialbee hello+zxgfens3gsdma7esdma7esdpuv1slntvzbk7@app.trialbee.com

This is expected for certain automated emails.

Why do some Honey sender addresses look longer?

Some Honey emails, especially automated welcome emails, include extra text in the sender address.

This extra text works like an identifying token. It helps Honey route patient replies back to the correct Candidate ID and Messaging tab in Honey.

User-facing emails may look different because they do not always need the same reply-routing behavior.

What should I check?

When reviewing a Honey email, check the sender domain and follow your organization’s standard security practices. 

A Honey email may be expected if:

• The sender address ends in @app.trialbee.com
• The email is related to expected Honey platform activity
• A longer sender format appears on a welcome email
• The message content matches an expected Honey action, such as a welcome email, notification, invitation, or candidate message

Important: Always follow your organization’s guidelines, SOPs, and best practices for identifying phishing, spam, or suspicious messages. This article explains expected Honey sender behavior, but it does not replace your organization’s security policies or procedures.

If anything about the email looks suspicious, do not click links, open attachments, or reply until the message has been reviewed.

Still need help?

If you receive an email that does not come from @app.trialbee.com, or if anything about the message seems suspicious, do not interact with it until it has been reviewed.

Contact Trialbee Support using the Help button in Honey or email support@trialbee.com.

Please include:

• The sender email address
• The subject line
• A screenshot of the email, if available
• The study name, if applicable

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