About

When accessing a message in the Secure Reader, a recipient may occasionally encounter an error during verification. One such error reads "There's something wrong..." and can occur for a variety of reasons. Most commonly, users encounter this error when switching machines or clearing the browser cache during the verification process. This is because Virtru verification emails are for one-time use, have expirations, and are both browser and device-specific.

Steps to Troubleshoot

If the above error is encountered, we suggest restarting the verification process from scratch:

1. Delete all verification emails from verify@virtru.com and/or verify+XXXXXXXX@virtru.com (with each "X" being a digit).
2. Click Unlock Message in the original email from the sender.
3. Select or enter the applicable email address that received the secure message.
4. If prompted, use the Or sign-in with a one-time verification link verification option.
5. Open this new verification email on the same device and browser from which it was requested.

If you are still having trouble after starting the process from scratch, we suggest performing some manual actions to ensure that the verification process takes place in the same browser tab:

1. Clear your browser cache and cookies.
2. Delete all verification emails from verify@virtru.com and/or verify+XXXXXXXX@virtru.com (with each "X" being a digit).
3. Return to the original secure message and click Unlock Message
4. Move through the verification process until you get to the "Check your email" page that indicates the verification email has been sent. Leave this tab open.
5. Head back to your mailbox and open the verification email. Do not left-click the link. Instead, right-click Verify Me, and select Copy Hyperlink or Copy Link Address, depending on your machine.
6. Manually paste and enter this link into the same tab you left open in Step 4.