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Product Support & FAQ

My recipients are telling me that they can’t open my secure emails. What can I do?

For most recipients, issues opening your secure emails can be resolved by making a few small changes to their browser settings. For recipients in Chrome, Firefox, or Safari, they’ll just need to make sure they’re not using Private browsing and that cookies are enabled. Here’s how to enable cookies in each of those browsers:

Chrome: https://support.google.com/accounts/answer/61416?hl=en
Firefox: https://support.mozilla.org/en-US/kb/enable-and-disable-cookies-website-preferences
Safari: https://support.apple.com/kb/PH21411?locale=en_US

For users in Internet Explorer, there are a few more settings that can get in the way. Here are the settings that we recommend:

>> Internet Options > Privacy > Advanced: Accept cookies from both first- and third-party sites.
>> Internet Options > Security > Set to “Medium-High” or lower.
>> Compatibility View settings > Ensure Virtru is not on this list, and the box next to “Use Microsoft compatibility lists” is unchecked.
>> Internet Options > Security > Trusted Sites > Sites > Add https://*.virtru.com

For most recipients, issues opening your secure emails can be resolved by making a few small changes to their browser settings. Please read on for more information.