About

When accessing a message in the Secure Reader, users may occasionally encounter an error during verification as Virtru verification emails are for one-time use, have expirations, and are both browser and device specific.

One such error asks users to open the verification link in a different browser. Users encounter this error when switching browsers (including switching between a desktop version and a mobile app version of a browser).

Steps to Troubleshoot

If the above error is encountered, users should:

1. Select the Copy Link option or manually copy the provided URL.
2. Navigate to the indicated browser.
3. Open the link.

If the message still does not open, it is suggested to restart 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.