When you first open your email, using our Outlook add-in, you will be asked to verify your email address. Click 'OK' to continue:
The following message will show:
This means that you are trying to read an email that has been sent to a different address than the one you're logged in as. This could happen, for example, if you have received a secure message to your personal email and you're currently signed in to Mailock with your work email (and you haven't added that email to your account or have a separate account altogether ).
You can check which account you've signed in with by going to the Mailock tab in Outlook and clicking on 'Account Details':
If you need to swap, click on 'Sign Out' (from the Mailock tab) and then 'Sign In' in with your other account:
If you experience any further issues, please get in touch we'd be happy to help