If the add-in is set up but your signature is not appearing when you compose an email, work through these checks in order.

1. Wait for deployment, then restart once. Deployment to all users can take up to 72 hours. Once it completes, refresh Outlook Web and restart Outlook Desktop. You only need to do this once after installing, not every time you change a signature.

2. Check that the add-in reached Outlook. Open Outlook on the web and click New mail. In the compose window, look for the Apps icon in the toolbar, click it, and check whether WiseStamp appears in the list. If it is not there, click Get add-ins or More apps and check whether it is listed there instead.

3. Check the employee in WiseStamp. On the Employees page, confirm the employee's status is Active and that a signature is assigned to them. Only active employees with an assigned signature receive a signature from the add-in.

4. Check the email format. In Outlook, go to File > Options > Mail and make sure Compose messages in this format is set to HTML. Plain text removes signatures and images.

5. Check the Outlook version. The add-in requires Outlook 2016 or later. See Check Outlook version above, or Microsoft's guide.

6. Check the Microsoft license. A Microsoft 365 business license is required. Even with a supported Outlook version, the add-in will not work without one. See Microsoft's guide to determining your license type.

7. Check the mailbox type. The add-in requires Exchange Online, and the mailbox must be set up in Outlook as a Microsoft Exchange account. It does not work on mailboxes configured as IMAP or POP. See Microsoft's guides for Windows and Mac.

8. Check who the app is assigned to. In the Microsoft 365 admin center, go to Settings > Integrated apps, click WiseStamp for Outlook, and set Users to Entire organization. Assigning the app to specific users or groups can miss employees. Employees who are inactive in WiseStamp do not receive a signature, so assigning the app to everyone is safe.

9. Try inserting the signature manually. With a new email open, click the WiseStamp add-in to open its panel on the right. Your signature should be listed there. Click it and see whether it inserts into the email.

If signatures still do not appear after these checks, disconnect the add-in integration from the Integrations page and connect it again.

This covers several symptoms that all have the same cause:

In each case the add-in files stored on that one computer have become outdated or corrupted. Because the problem is local to that machine, the signature usually still works fine on your phone and on Outlook Web, and only one person in the company is affected.

Clearing the stored files fixes it. Renaming the folders rather than deleting them means you can put them back if you need to. Outlook rebuilds them automatically.

Windows: clear the HubAppFileCache folder

Windows: if that did not help, clear the Wef folder

Mac: reset the account

If the problem continues after these steps, contact our support team and describe what you see, including any error message.

Using the new Outlook for Windows (the version that opens with olk.exe)? See My signature works on Outlook Web but not in the new Outlook app on Windows below.

The WiseStamp integration with Outlook may show a "Pending connection" status due to Microsoft processing delays. It can take 24-72 hours for the deployment to fully process. If the status remains unchanged after 72 hours, consider rechecking the setup.

If your WiseStamp signature does not appear automatically and you have to add it yourself every time you write a new email, the add-in was most likely installed individually rather than deployed centrally.

An add-in that an employee installs on their own, for example from Get Add-ins in Outlook, lets that person insert a signature by hand but it does not add signatures automatically. Automatic signatures only work when an admin deploys the add-in centrally from the Microsoft 365 admin center. This applies to new emails, replies, and forwards.

This often happens after a central deployment is slow to reach everyone. Employees who do not see the add-in install it themselves, and automatic signatures never start working for them, even though the add-in looks correctly installed.

To fix this:

No. If your account uses the Outlook add-in, that is all you need. The add-in adds signatures in Outlook Web, Outlook Desktop, and Outlook Mobile on its own.

The WiseStamp Chrome Extension is a separate deployment method for people who are not using the add-in. Using both at once is not necessary and can make it harder to work out where a problem is coming from.

If your signature appears on new emails but not on replies or forwards, assign the signature as both the Primary, Reply, and Forward signature in WiseStamp. The Outlook add-in can behave inconsistently with reply and forward emails when only a Primary signature is set, so assigning both resolves it. You can set this per employee from the Employees page, or for everyone at once from the Groups page.

Refresh your browser, clear your browser's cache and cookies, and reopen WiseStamp and Outlook. For step-by-step instructions in Chrome, Firefox, Safari, and Edge, see Clear Cache.

If your signature loads but shows old details, or a different signature from the one you expect, check on the Employees page that the right signature is assigned to that person. If you have more than one WiseStamp organization, make sure you are looking at the right one.

During integration, begin the connection process from the WiseStamp pop-up and complete the authorization flow from the same browser session.

You do not need a signature link email to open your Employee Hub. Go to hub.wisestamp.com, enter your work email address, and enter the 4-digit code that is emailed to you. The code expires quickly, so retrieve it promptly, and check your spam folder if it does not arrive. If the sign-in does not work, ask your WiseStamp admin to confirm that you have been added to the company's WiseStamp account and that a signature is assigned to you. See Employee Hub for more detail.

Outlook's rendering engine interprets signature HTML at the client level, which can cause layout differences between what you see in the WiseStamp editor and what appears in Outlook. The fixes below cover the most common symptoms.

This occurs when the signature container width collapses in Outlook, causing content that fits on one line in the Studio editor to wrap. In the Studio editor, add an empty text element and set its right spacing to a value that anchors the full intended width (for example, 420). This stops the container from collapsing and keeps single-line content on one line.

Background updates to Outlook's rendering engine can affect how newly generated signatures are displayed, while older signatures already stored in Outlook are not re-processed and remain intact. Switching to server-side deployment bypasses Outlook's client-side rendering entirely and produces consistent results for all signatures. If you are already using the Google Workspace integration, you can run both in a hybrid setup, with Google Workspace handling Gmail and server-side handling Outlook, without affecting your existing signatures.

The new Outlook for Windows (the version that opens with olk.exe) runs as a web app and maintains its own internal cache. If your signature shows correctly on Outlook Web but not in the Outlook desktop app on Windows, clearing this cache usually resolves it.

Method 1 — Clear via Network tab:

Method 2 — Clear via Application tab (Local Storage and Cookies):

This only applies to the new Outlook for Windows (olk.exe). If you are using classic Outlook (outlook.exe), see My signature works on my phone but not on my computer above.