About
When accessing a message in the Secure Reader, users may occasionally encounter an error during verification that states, "Sign In link is no longer valid" and indicates that "The link expired or previously used." Virtru verification emails are for one-time use, have expirations, and are both browser and device specific. To resolve the issue, follow the steps below to restart the verification process and generate a new link.
Steps to Troubleshoot
If the above error is encountered, a user will need to request a new verification email. We recommend you restart the verification process from scratch:
- Delete all verification emails from verify@virtru.com
- Click Unlock Message in the original email from the sender
- Select or enter the applicable email address that received the secure message
- Move through the verification process until you get to the "Check your inbox" page that indicates the verification email has been sent. Alternatively, Google and Microsoft users can sign in with their provider
- Open this new verification email on the same device and browser from which it was requested
Note: If you received a verification email that you did not request, this could be related to an email sent to you via a group or distribution list. If so, please follow the steps here to access your secure email: Accessing a Secure Email Sent to a Group or Distribution List.