I have a message "The Verification Request Has Failed" on Webmail

In your time using our Webmail, you might have come across an issue like the image shown below:

This is a common error that can occur when using a Roundcube based Webmail, which is our current implementation of the Webmail software.

Q: What does this mean?

The error mentions that it has restricted your access to the Webmail for your security. This is exactly what it is doing. This error occurs when you have been logged into the Webmail interface for a time that extends over the limit for the authorization token. This is typically done in one session.

In layman's terms: "You have been logged into the Webmail for too long."

While it does mention that you need to have Human interaction, and that you need to contact your server administrator, its quite a simple fix that you should very easily be able to do yourself in under a minute!

Q: How do I fix this?

The fix to this error message is quite simple:

1. Log out of the Webmail application using the red button at the bottom left of the screen.

2. Head to https://purelymail.com/ and select the Webmail option at the top right of the screen.

3. Log back into your account.

Once you are logged back into your account, this error shouldn't show again for a little while. A new authorization token would have been made which should last a while. Unless you are on your email for a considerable amount of time, you shouldn't notice this.

Q: Is there any way to prevent this in the future?

Yes, there are plenty of ways to prevent this in the future. The best method would be for every time when you are finished with your emails, to log out. This will mean that the next time you log in, a new token will be generated.

If you do need to be on your emails for a long period of time, you can consider logging out every 3 hours or so, and logging back in which should refresh this token.

Q: I have logged out and logged back in, but the error is still showing. What do I do?

If, for whatever reason, you have logged back out of your account and logged back in again, and the error message is persistent, there are a few extra steps you can take:

1. Clear your local cookies and site data. This will remove anything stored on the device, which will be this token mentioned above.

2. Try using an Incognito window. This is an entirely fresh environment where all site data which has previously been used in your regular window won't be accessible. Logging back in will generate a new token with local (and most importantly temporary) site data.

3. If the warning still persists, contact us at support@purelymail.com or using the ticket button above. Our team will be happy to look into this for you.