Outlook signature not showing, out of date or doubled?
When the company signature doesn't show in Outlook, the add-in usually hasn't reached you yet, Outlook is too old, or you need to sign in once. If the signature is out of date, refresh your details; if there are two, turn off your own Outlook signature.
If your company signature isn't showing in Outlook, first open the Mailtiv pane and select Apply Signature. If that doesn't help, check the seven causes below; most take a few minutes to fix.
1. The add-in hasn't reached you yet
If IT has just deployed the add-in, Microsoft can take up to 24 hours to show it in everyone's Outlook. Until then there's no signature and no Mailtiv button.
What to do: wait a day. If it's still missing, ask IT whether the add-in is assigned to you.
2. Outlook is too old
One-time-purchase Outlook 2016 and 2019 can't add signatures automatically. You need a current version of Outlook from Microsoft 365.
What to do: update Outlook, or use the Outlook that comes with your Microsoft 365 subscription. Meanwhile, you can send email from Outlook on the web.
3. You need to sign in once
If you see "Connect to Microsoft 365 using the task pane to load your signature.", Mailtiv needs you to sign in once on this device.
What to do: select Connect on the message, or open the Mailtiv pane and select Connect to Microsoft 365. You only do this once per device.
4. You're creating a meeting invite on your phone
Outlook for iPhone and Android adds the signature to new emails, replies and forwards, but not to meeting invites. There's no Mailtiv pane on phones either.
What to do: for an invite with a signature, create it on your computer or in Outlook on the web.
5. Two signatures appear
If there are two signatures at the bottom of an email, your own Outlook signature is most likely still switched on.
What to do: remove your own signature, or set the defaults to "(no signature)":
- Outlook on the web and the new Outlook: Settings → Mail → Compose and reply → Email signature
- Classic Outlook: File → Options → Mail → Signatures
6. The signature looks out of date
There are two different cases:
- Your title or phone number is old: the details come from your Microsoft 365 profile. Select Refresh my details in the Mailtiv pane. If it's still wrong, ask IT to fix your profile.
- The design is old: a new design usually reaches your device within about 15 minutes. If you don't want to wait, select Clear cached data.
7. The signature is too big for Outlook
If you see "…exceeds the Outlook size limit", the signature is over Outlook's limit. Mailtiv makes it smaller so your email still gets a signature; your photo, QR code or images may be left out.
What to do: tell IT. They can make the signature lighter with fewer or smaller images.
A short checklist for IT
If several people report the same problem, it's usually the setup:
- Is the add-in assigned to the right people, or to the whole organization, under Integrated apps in the Microsoft 365 admin center?
- Is there an Active signature for the person's domain in the portal?
- Are people's old Outlook signatures turned off? For Outlook on the web and the new Outlook, you can turn them off for everyone through Outlook web app policies in the Exchange admin center.
- If a campaign didn't start on the expected day, remember its start date is in your company timezone. Check Settings → Regional and that the campaign is Scheduled.
Still stuck?
Every case for users and admins is listed in Troubleshooting. What each button in Outlook does is in Mailtiv in Outlook.
Frequently asked questions
Why does Outlook add no signature to some emails?
Outlook doesn't run add-ins in a few special cases, for example when you reply to a meeting with RSVP with note, or for an email started from Word while Outlook is closed. Those emails get no signature.
There's no signature on email I send from a shared mailbox.
Shared mailboxes aren't supported. Mailtiv signatures are meant for each person's own mailbox.
My signature is right on one device and old on another.
Each device saves the signature separately. On the device that looks out of date, open the Mailtiv pane and select Clear cached data.
Does it work with my personal Outlook.com account?
No. Mailtiv is built for Microsoft 365 with Exchange Online mailboxes.
Want to see Mailtiv?
Book a short demo or sign in to the portal.