The Outlook add-in is not showing, or shows an error

With mail flow, the add-in only affects what people see while they write. Whatever the problem here, mail sent without it is still signed on the way out.

Footer365 makes the Add-in settings page available to organisations gradually, so it may not be in your portal yet. See Early access pages and features.

If your organisation uses the Outlook add-in only, the add-in is the only thing that adds a signature, so while it is not working, mail is sent without one. Check "The button is there, but no signature appears on its own" below as well as the others. Using the Outlook add-in only

Start with the section that matches what people are seeing.

The add-in is not in Outlook at all

1. It has not arrived yet

Microsoft can take up to twelve hours to push a newly deployed add-in to everyone, and up to twenty-four in a large organisation. It usually appears in Outlook on the web first, within minutes.

Fix: check Outlook on the web first. On the desktop, closing and reopening Outlook often brings it forward.

2. It was deployed to some people only

If the add-in was assigned to specific users or groups, only they get it.

Check: in the Microsoft 365 admin centre, go to Settings, then Integrated apps, open Footer365 Signatures for Outlook and look at who it is assigned to.

Fix: add the person or their group, or change the assignment to everyone. You do not need to deploy it again.

3. It was never deployed

Check: in the Microsoft 365 admin centre, go to Settings, then Integrated apps, and look for Footer365 Signatures for Outlook in the list.

Fix: if it is not there, deploy it: choose Get apps and search for Footer365. Deploying the Outlook add-in

4. The version of Outlook is too old

The add-in needs a version of Outlook that supports Microsoft's mailbox requirement set 1.10. Older builds of classic Outlook for Windows do not load it at all.

Fix: update Outlook. Microsoft publishes which versions support each requirement set.

The button is there, but no signature appears on its own

First check whether Add the signature automatically is off for the person on Add-in settings, under Account in the portal. Check a person there shows what each setting gives them. While it is off, the add-in says so as the message is started: Footer365: your organisation adds your signature when the message is sent. with mail flow, or Footer365: your organisation adds no signature while you write. Choose one in Footer365 Signatures, or this message is sent without one. with the Outlook add-in only. Choose how the Outlook add-in behaves for your people

Otherwise, the add-in puts the signature in by itself when a message is started, using Outlook's event-based add-ins, and it signs people in with modern authentication. If either is switched off in your Exchange Online organisation, nothing appears when a message is started, or the pane cannot sign people in. When mail flow is set up, Footer365 checks both and switches them on if they are off. With the Outlook add-in only it does not.

Fix: with the Outlook add-in only, check both in Exchange Online PowerShell and switch on either that is off. The commands are in Using the Outlook add-in only.

The pane says no signature is assigned

The pane shows No signature is assigned to your account. Contact your administrator to set up a signature. with No signature assigned. above it. While writing, the same thing can appear as Footer365: no signature template is assigned to your account.

Work through these:

1. No rule covers this person. On Signature rules, use Test a rule for them with the same email type and recipients. The signature was not added
2. The person is not in the directory yet. Unlike the server, the add-in does not look up a missing person in Microsoft 365 on the spot. Go to Directory, then Users and groups, and select Sync now. After it finishes, select Refresh in the pane.
3. The From address is not one Footer365 knows. When someone writes from a shared mailbox or group address that has not been synced yet, there is no signature for it. Sync now fixes this too.
4. A rule covers only some messages. A rule for Every recipient internal, Replies only, particular recipients or a schedule gives nothing for other messages. The pane can be empty for one message and full for the next.

The pane cannot load signatures

Could not load signatures. Sign-in may be required. means the add-in could not sign the person in to Footer365, which it does with their Microsoft 365 account.

1. Close and reopen the pane, or restart Outlook, so the sign-in runs again. If a page says Sign-in required, the person's session could not be verified and reopening the add-in signs them in again.
2. Check for the reconnect banner in the portal. If Footer365 has lost its approval in your Microsoft 365 organisation, sign-in for the add-in can fail as well. The reconnect banner
3. Check for sign-in restrictions. Conditional Access policies or a block on the Footer365 app in your Microsoft Entra settings can stop the add-in signing people in. Your Microsoft 365 administrator can check the sign-in logs for the person in the Entra admin centre.

If the message shows a number in brackets instead, such as Could not load signatures (500)., the service answered with an error. Check the status page and contact support with the number.

The pane says the signature picker is off

Your organisation has turned the signature picker off. Your signature is added to your messages automatically. means the picker is off for this person on Add-in settings, so the pane lists no signatures. When automatic signature is off for them too, it says Your organisation has turned the signature picker off. Your signature is added when the message is sent. The button stays on the ribbon, because Outlook does not let an add-in hide it for some people. To give the person the picker, change Signature picker in the pane on Add-in settings. Choose how the Outlook add-in behaves for your people

The pane says signatures are paused

Signatures are paused for your organisation. means signatures have been paused for a billing reason, so the pane lists none. While writing, the add-in says Footer365: signatures are paused for your organisation, so none is added to this message. Signatures are paused

The pane says Outlook cannot add the signature

This version of Outlook does not let the add-in add the signature to the message body. Your signature is added automatically when you send.

Some versions of Outlook do not let add-ins change the message. The add-in stops trying and says so. Nothing is wrong: the signature is added on the way out, as it would be without the add-in. The person just cannot see it while writing.

With the Outlook add-in only, the pane says This version of Outlook does not let the add-in add the signature to the message body, so this message will be sent without one. There is nothing to add it on the way out, so the message is sent without a signature.

An insert failed

A message starting Footer365 insert failed: means Outlook refused to put the signature into this particular message. Close the message, start a new one and try again. If it keeps happening in one version of Outlook, send the full message text to support.

Related

• I cannot see my signature while writing
• Which Outlook apps are supported