When trying to access a secure email and/or file without Virtru installed, you may encounter a message that states your email address "does not have access" to the encrypted email or file. This is because the Virtru software restricts access to secure emails and files based on their email address. If your email address does not have access or the email was sent to the wrong email address, you will need to contact the original sender to update the email address and get access to the email.
For example, let's say your bank sent payment information or an account statement to your work email address, but you need to access them on your personal email addresses. In this case, you will need to contact your bank and ask them to resend the information to your personal email address. Virtru doesn't have access to the payment information or account statements. We are just a tool your bank used to send you the information safely and securely. You should contact your bank so they can use Virtru's software to send the test results to the correct address.
For additional context:
- Customers use Virtru's software to encrypt, protect, and restrict access to files.
- Virtru does not control the actual email or file itself and cannot grant you access. Only the person or organization that sent the encrypted email or file controls who can access it.
- Virtru does not have access to the encrypted contents of secure emails and files. Virtru cannot grant access to additional email addresses or contacts.
- If you need access or have questions about a particular Virtru encrypted email or file, you will need to contact the original sender.
If you receive a different error message or issue when accessing your message, please contact our support team for additional assistance.