This article covers how to troubleshoot issues receiving Virtru verification emails. These issues arise as a part of the standard Secure Reader verification process, which this article describes in detail: Read and Reply to a Virtru Encrypted Email without Virtru Installed.
Steps to Troubleshoot
Virtru verification links are sent by verify+XXXXXXXX@virtru.com (with each "X" being a digit) and Virtru verification codes are delivered by firstname.lastname@example.org. If the email has not landed in the main Inbox within 5-10 minutes, there are a few other areas to check:
- Check any Spam, Junk, and/or Promotions folders.
- If a mail platform such as Outlook is in use, please try logging into the Webmail for that account to see if it's hung up there.
- If you are using a business email address, then the email may be stuck in an external quarantine. Please contact your internal IT administrators to check any mail filters.
- If the message is found in a company mail filter/quarantine, we suggest requesting that your IT admins whitelist emails from the virtru.com domain to ensure proper and timely delivery in the future.
If you still cannot locate the verification email in any of the above places, please reach out to Virtru support to see if the email bounced or was blocked.