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Occasionally, some users leveraging a Virtru plugin may experience an error message that indicates an email address "is not authorized to view this email." This error will appear in place of the decrypted message in Gmail and Outlook. In this article, we cover why this error occurs and what steps you can take to resolve the problem.

Steps to Troubleshoot

Step #1: The most common reason for this error is that the email you're trying to read was sent to an address other than the primary one associated with your inbox, such as an alias or group address. Virtru emails can only be decrypted by the specific, exact email address to which they're sent.

Double-check that you are trying to access the email from the correct inbox of the exact recipient. If this is not possible, please ask the sender to re-send the message to your primary address.

If your Virtru team has performed a G Suite or Active Directory sync, you should have access to content sent to alias or group addresses. If your team has performed a sync but you still encounter this error, then the sync data may be out of date. Please ask your Virtru admin administrator to refresh the sync.  

Step #2: You may also encounter this error if the secure email was unsecurely forwarded to you by another user. In order to gain access to a secure email, you must securely receive this email so that your email address can be authorized.

Please ask one of the parties on the original secure email to securely forward the message.

Step #3: Another pathway to this error would be if an email was securely forwarded to you, but the original sender applied "Disable Forwarding". This feature allows new parties to receive the physical encrypted message, but not authorization to decrypt the email.

You will need to contact the original sender to either disable that security setting or securely forward the message from their account.