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Product Support & FAQ

Why am I not seeing Virtru emails in my sent folder or my trash?

If you are using Gmail and our IOS app and you’re not seeing Virtru emails that you’re sure you’ve sent in your sent folder, and/or your trash folder does not contain item you deleted and/or items are not staying deleted we found two possible causes.

The two most likely causes are:

1. You have a filter setup to delete messages sent from your address. To check, go ahead and navigate to the gear icon > Settings > Filters. From there, go ahead and remove any filters that include your own address and have “Delete” in them. Also check any other filters that include the “Delete” command, in case they are catching more mail than they should.

2. It’s also possible that your IMAP settings for those folders you are having issues with are not set up for IMAP.  To verify that IMAP is enabled see the attached screenshot.  Make sure those folders are checked.  This can be found in your Gmail account at gear icon > Labels > Filters.

Find Virtru Emails in Sent and Trash Folders

If you are using Gmail and our IOS app and you're not seeing Virtru emails that you're sure you've sent in your sent folder, and/or your trash folder does not contain item you deleted and/or items are not staying deleted we found two possible causes.1. You have a filter setup to delete messages sent from your address.2. It’s also possible that your IMAP settings for those folders you are having issues with are not setup for IMAP.