Why can't SendGuard verify my license?

SendGuard365 > 01. General

When sending an email, you may see a message indicating that SendGuard cannot verify your license.

Even if you have a valid SendGuard license, SendGuard may be unable to complete license verification if the Microsoft Single Sign-On (SSO) authentication process fails.


Cause

SendGuard uses Microsoft SSO to verify licenses. If the SSO session cannot be completed or refreshed, SendGuard cannot verify the license.

Common causes include:

  • The Outlook SSO session has an invalid state. 
  • Outlook requires a restart to refresh the authentication session. 
  • Browser settings prevent SSO authentication from completing (mainly affectingOutlook on the Web). 

Outlook on the Web (OWA)

In OWA, SSO depends on the browser session. Verification may fail if:

  • Outlook is running in Private Browsing or Incognito mode. 
  • Third-party cookies are blocked. 
  • Browser privacy or security settings prevent Microsoft authentication cookies from being accessed. 

New Outlook and Classic Outlook

In New Outlook and Classic Outlook, SendGuard relies on the Outlook SSO session. A restart is usually required to refresh the authentication session.

Resolution

For New Outlook and Classic Outlook

  1. Close Outlook completely. 
  2. Reopen Outlook. 
  3. Send an email again. 

Restarting Outlook refreshes the SSO session and allows SendGuard to verify the license.

For Outlook on the Web (OWA)

  1. Ensure third-party cookies are enabled in your browser settings. 
  2. Ensure Outlook is not running in Private Browsing or Incognito mode. 
  1. Close the browser completely. 
  2. Reopen Outlook on the Web. 
  3. Sign in again if prompted. 
  4. Send an email. 


If your organization manages browser settings through Group Policy or security software, contact your IT administrator for assistance.

Verify the Fix

  1. Close Outlook completely (or close the browser for OWA). 
  2. Reopen Outlook. 
  3. Send an email. 

SendGuard should now verify the license successfully.

If the Issue Persists

If the issue continues:

  1. Restart Outlook. 
  2. Sign out of Microsoft 365 and sign back in. 
  3. Contact your IT administrator or Standss Support for further assistance. 

Additional Information

SendGuard license verification depends on Microsoft authentication services. A valid license may still appear as unverified if the SSO authentication session cannot be completed.

For OWA users, browser privacy settings can prevent Microsoft authentication from completing. For desktop Outlook users, restarting Outlook typically refreshes the SSO session required for verification.

Article ID: 412, , Modified: Yesterday at 7:56 PM
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