Troubleshooting Mailtiv
In short
The most common problems: no signature, an old signature, two signatures, or Outlook asking you to connect. The tables below give the cause and the fix for each symptom.
In Outlook
| What you see | Why | What to do |
|---|---|---|
| No signature in a new email | The add-in isn't deployed to you yet, or Outlook is too old | Wait up to 24 h after IT deploys it. Check that Outlook is up to date. Open the Mailtiv pane and select Apply Signature |
| "Connect to Microsoft 365…" message | Mailtiv needs a one-time sign-in on this device | Select Connect and sign in |
| Old job title or phone | Your Microsoft 365 profile changed recently, or was never updated | Select Refresh my details. If it's still wrong, ask IT to fix your profile in Microsoft 365 |
| Old signature design | A new design hasn't reached your device yet | Wait about 15 minutes, or select Clear cached data |
| Two signatures | Your own Outlook signature is still on | Remove your own Outlook signature (see Mailtiv in Outlook) |
| "…exceeds the Outlook size limit" | The signature is too big for Outlook | Tell IT. They can use smaller images or fewer of them |
| No signature in a meeting invite on your phone | Outlook mobile doesn't support it | Create the invite on your computer or the web |
| No Mailtiv button | The add-in isn't deployed to you, or you're on a phone | Ask IT. Phones don't show the button |
In the portal
| What you see | Why | What to do |
|---|---|---|
| "No access to Mailtiv" | Your account has no Mailtiv role | Ask a Mailtiv admin to give you a role, then sign in again |
| Waiting for an administrator | Mailtiv hasn't been approved for your company yet | A Global Administrator signs in once and approves |
| "Consent declined" | The approval was cancelled on Microsoft's screen | Sign in again and select Accept |
| Settings says permissions are missing | Mailtiv added a feature that needs a new permission | An admin selects Update consent in Settings |
| Signature Groups shows an error | Only Admins can manage groups | Ask a Mailtiv admin |
| A campaign didn't start | Its start date is in your company timezone, or it's still a draft | Check Settings → Regional and that the campaign is Scheduled. It switches within about 15 minutes |
Still stuck? Use Contact Us in the portal, book a meeting or write to info@inthouse.co.
Questions?
Book a meeting with our team or sign in to the portal.