The signature appears twice, or signatures stack up in a thread

Footer365 adds its signature to each message once. When a message shows more than one, the extra copy has almost always come from somewhere else. Work through these causes in order.

1. People still have their own Outlook signatures

This is the most common cause. Outlook has its own signature feature, and if people have set one up, Outlook puts it in the message as they write. Footer365 then adds its own signature too, so the recipient sees both.

Check: on the Dashboard, the Their own Outlook signatures line shows Kept or Turned off. Getting started shows the same choice under Everyone's own Outlook signatures. With the Outlook add-in only, both show Optional, because Footer365 cannot read or change the setting.

Fix: either ask people to remove their own signature in Outlook, or turn the feature off for everyone: on Getting started, under Everyone's own Outlook signatures, select Turn their own signatures off and confirm. With the Outlook add-in only, turn it off yourself in Exchange PowerShell, as described in Using the Outlook add-in only.

2. Another signature or disclaimer is being added in Exchange

A mail flow rule in your own Exchange Online, such as an older disclaimer rule, or another signature product that is still connected, adds its own footer alongside Footer365's.

Footer365's routing rule sits at the top of your rule list. After Footer365 has signed a message and handed it back, your other mail flow rules run as normal, so a disclaimer rule still adds its text.

Check: in the Exchange admin centre, go to Mail flow, then Rules, and look for any rule that adds a disclaimer or routes mail to another service. Also check Mail flow, then Connectors, for connectors belonging to another signature product.

Fix: turn off or remove the other rule or connector once Footer365 is doing the job. Do not change the rules and connectors whose names start with Footer365. Using Footer365 with other email gateways If you are moving from another signature product, see Switching from another signature service for everything it may have left behind.

3. The Outlook add-in and the server both signed it

When the add-in puts the signature in a message, it marks the message so that Footer365 does not sign it again on the way out. If the person deletes the add-in's signature before sending, the add-in removes that mark again, so the message is signed once on the way out instead.

Marking the message is best effort. On rare occasions Outlook does not keep the mark, and the message is signed on the way out as well. Footer365 chooses a possible second copy over the risk of sending no signature at all. With the Outlook add-in only, nothing signs on the way out, so this cannot happen.

A reply the add-in signed can still pass through Footer365 on the way out, when it quotes an earlier message Footer365 signed and your organisation tidies long conversations (see 4 below). It goes through only to have its quoted part tidied, and is not signed again.

Fix: if one person sees this regularly, restart Outlook and check it is up to date. If it happens across your organisation, contact support with an example message.

4. It is a reply thread, and the earlier signatures are in the quoted history

On a reply or forward, Footer365 puts the new signature directly above the quoted earlier message, where a signature normally sits. The earlier messages in the thread are quoted as they were sent, so a long thread can show one signature for each message in it, and the same campaign banner under each. That is normal, and happens with any signature.

To keep threads shorter:

• Long conversations, in Account > Settings, takes your organisation's own earlier campaign banners out of the quoted part of a reply, which it does from the start, and can also shorten each earlier signature to one line or take it out. It never touches a disclaimer or another organisation's signature, and works only on mail Footer365 signed since the setting was introduced, which carries the marks it recognises. With the Outlook add-in only, nothing is tidied. Earlier signatures and banners in long conversations
• Use a smaller signature for replies: add a rule set to Replies only with a short template, above your main rule. A different signature for replies

5. The new signature lands at the very bottom, below the thread

Footer365 finds where the quoted part of a reply starts by looking for the markers Outlook, Gmail, Apple Mail and most other mail apps put there. If a mail app marks it in some other way, Footer365 cannot tell where the new text ends, and places the signature at the very end of the message instead, below everything quoted.

Check: does it only happen for replies written in one particular app? If so, that app is the cause.

Fix: where possible, reply from Outlook or Outlook on the web, or deploy the Outlook add-in so the signature is placed while the person writes. Send an example to support if it happens with a mainstream app.

6. The wrong signature appears as well as the right one

If a person gets a different signature from the one you expect, rather than two, check which rule wins with Test a rule on the Signature rules page. Rules are checked from the top and the first match wins. How rules work

7. Two or three campaign banners under the signature

A message only ever gets one signature, but it can carry more than one campaign banner when Banners per message on the Campaigns page is set to 2 or 3. The banners are then stacked one under the other where the template's Campaign element is, in the Running order on the same page. That is intended, and is not a second signature.

Check: Test a rule shows the whole message for a person and recipients you choose, with each banner and why it is there.

Fix: set Banners per message back to 1 for one banner per message, drag the campaign you want first to the top of the Running order, or choose Show alone on a campaign that must not share a message with others. Run several campaigns on one email

Footer365 never signs its own work twice

Every message Footer365 hands back to Exchange is marked as processed, and its routing rules skip anything carrying that mark. If Footer365 is ever handed a message it has already signed, it passes it straight back without adding anything. How mail flows through Footer365