About

Occasionally, when users attempt to toggle Virtru ON, they may instead see a prompt that they "are not authorized to send securely."

In Outlook desktop or Outlook 365, users may see a prompt that indicates "Virtru disabled for your account."

These prompts are a result of the email address not having a proper Virtru license.

Troubleshooting Steps

If you have received one of the prompts above, you will need to work with your internal IT admin in order to acquire a full Virtru license. 

1. Your admin will need to add you to the Virtru Provisioning Group in your Google Workspace or Active Directory (AD), as detailed here:
   • Virtru for Google Workspace Licensing (Provisioning Group)
   • Virtru for Azure Licensing (Provisioning Group)
2. Once your email address is a member of the Virtru Provisioning Group, the admin will need to refresh the sync with Virtru, as detailed here:
   • Adding and Removing Users (Refreshing a Sync from the Users Tab) (Google)
   • Adding and Removing Users (Refreshing a Sync from the Users Tab) (Azure)
3. When the sync is complete, please refresh your email client to pull in these changes to your account so you can begin using Virtru to encrypt messages.
   • If you are using the Virtru for Outlook 365 add-in, open any message in your mailbox, open Virtru and the Add-in Menu, and select Refresh User Settings