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Product Support & FAQ

Virtru for Outlook won’t finish authorizing. What do I do?

During the activation process, we send you an email that the Virtru add-in looks for in your inbox. If it can’t find this email, the activation won’t complete. (If you have seen this email arrive, skip to the next paragraph!) If you haven’t seen this email arrive, first search your mailbox for noreply-activation@virtru.com. If it isn’t found, you’ll need to check with your IT admin to determine if your network security settings have filtered out this email before it can be delivered.

If you have been receiving the email but activation still won’t complete, here are some possible causes:

– It’s being delivered to a different folder than the Inbox. In order to find the email, it needs to be in the Inbox. If it has landed in Spam, Junk, or any other folder (or sub-folder), just drag it to the Inbox while the authorization dialog is still running. Alternatively, you can widen the scope of Virtru’s search for that email by opening the Virtru menu and selecting Options > Account Activation. At the bottom of that window, check the boxes for both “Search all accounts for activation emails” and “Search subfolders of Inbox and Junk for activation emails.” Then select your email address and click “Activate Selected”.

– You use a URL checking or rewriting service such as Proofpoint. Our activation URLs are extremely specific, so any editing will render them ineffective. If this is the case, your IT admin will need to whitelist emails from @virtru.com to exempt them from the rewriting process.

If none of the above is able to get you activated, please contact Virtru Support.

**Our Support team will also want to review your Virtru logs, which you can send to us from the Virtru menu in Outlook by clicking Virtru > Debug Log > Send Debug Log to Virtru.

During the activation process, we send you an email that the Virtru add-in looks for in your inbox. If it can't find this email, the activation won't complete. Here's what you need to do.