In order to access a secure message, you must first verify your identity. In some cases you will need to complete an additional verification step with SMS. 

Recipient experience for non-Virtru users

1. Once standard verification is complete, you will be directed to the "Secondary verification" page for SMS verification. You will see the beginning (with country code) and end of your phone number (as set by the sender).

Clicking Send code to my number will initiate an SMS message with a one-time code. There is also the option to select That's not my number to be directed to a "Help with secondary verification" page.

2. After receiving the code, you will need to complete the entry field and select Verify this code. This will complete the process and grant access the message.

If the code is incorrect, you will see a "Code not valid" message and will need to retry with the correct code.

Clicking I never received a code will take you to a "Help with secondary verification" page.

Recipient Experience for Virtru Users

Experience for Outlook 365 add-in users

Even if you are a Virtru add-in user, you may be required to complete SMS verification. When trying to view a message with Virtru, you will see an "Additional Security" prompt with an Unlock Message link. This link will take you through the same additional verification steps at the non-Virtru recipients.

Recipient experience for Gmail plugin users 

Even if you are a Virtru plugin user, you may be required to complete SMS verification. When trying to view a message with Virtru, you will see messaging that reads "This sender has added extra security options. You must decrypt this message outside of Gmail." To access the message, select the Unlock Message link. This link will take you through the same additional verification steps at the non-Virtru recipients. 

Problems with verification 

Please refer to this link if you're have problems with your phone number Problems with the associated number