Product Support & FAQ

Virtru is telling me to open my secure message in Internet Explorer — but I’m already in Internet Explorer. What should I do next?

If you come across this, please follow instructions below:

Screen Shot 2015-10-21 at 5.22.25 PM

Next steps:

  1. Enable Cookies in your browser.
  2. Close any Virtru-related windows you may have open in your browser.
  3. Clear your cache
  4. Return to your inbox and find the original encrypted message containing “Unlock Message”
  5. Right-click “Unlock Message” and copy the URL
  6. Paste that URL into a new browser window
  7. Request a new Verification email
  8. When the Verification email arrives, right-click “Verify” and copy that URL
  9. Paste that URL into the SAME window as the first link

If you continue to have issues, please contact our support team at


Please see full article for instructions.