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What to do if the Add-in icon is missing in New Outlook

If you have installed the Revenue Grid for Salesforce add-in in the New Outlook but cannot find the icon on the ribbon, there could be several reasons. Below, we explain the possible causes and provide steps to resolve the issue.

Possible causes:

  • The Add-ins section has been relocated.
  • The account with the Add-in is not marked as primary.
  • The Optional connected experiences option is turned off.
  • The Full Disk Access permission is disabled (New Outlook for Mac).

The Add-ins section has been relocated under the Apps icon

In the New Outlook, the Add-in can be displayed in the Add-ins section under the Apps icon.

In Outlook for Windows, the Add-in may appear as a separate Revenue Grid for Salesforce icon in the same section.

The exact position depends on the mode you are using:

  • In Compose Mode, the Apps or Revenue Grid for Salesforce icons are on the Message tab.

MessageTab.png

  • In Read Mode, the Apps or Revenue Grid for Salesforce icons are on the email’s action list.

ReadMode.png

Note

If multiple add-ins are installed, the Revenue Grid for Salesforce icon may be hidden under the three dots.

  • For Calendar events, regardless of the current mode, the Revenue Grid for Salesforce icon is always displayed in a separate section on the ribbon.

Event compose mode

Event read mode

If you use many add-ins, you can set the Revenue Grid for Salesforce icon to always be displayed instead of being hidden under the three dots. To do this:

  1. Go to Settings > Calendar > Customize actions.
  2. Select the Revenue Grid for Salesforce CRM checkbox.
  3. Click Save to apply the changes.

Evens ribbon customization

The account with the Add-in is not marked as primary

Currently, the New Outlook client displays add-ins only for primary accounts. If you have multiple accounts connected, the mailbox where the Add-in is installed must be set as the primary account.

To set the account as primary:

  1. Go to Settings > Accounts > Email Accounts.

  1. Locate the account with the Add-in installed and click Manage next to it.

  1. Click Set as primary account.

Outlook will restart with the settings applied.

The Optional connected experiences option is turned off

Office add-ins are part of Connected Experiences, as outlined in this Microsoft article. For add-ins to work, the Optional connected experiences option must be enabled.

To turn on Optional connected experiences:

  1. Go to Settings > General > Privacy and data, then click Privacy settings.

  1. Ensure that the Turn on the optional connected experiences toggle is set to On.

  1. Click Close to apply the changes.

In some cases, privacy settings can only be managed from the Microsoft 365 admin center. If so, the admin should enable the Allow the use of additional optional connected experiences option in Office policies.

MS 365 admin center

The Full Disk Access permission is disabled (New Outlook for Mac)

The Full Disk Access permission, introduced in macOS Mojave (10.14), prevents unauthorized apps from accessing certain files. If this permission is disabled, the Add-in might not work in the New Outlook.

To enable Full Disk Access:

  1. Click the Apple icon in the top-left corner of your screen.
  2. Select System Preferences.

  3. Go to Security & Privacy Preferences > Privacy, and on the left panel, select Full Disk Access.

    Apple settings

  4. Tick the checkbox for the Outlook app. If the lock at the bottom left is locked, click it to unlock the Privacy pane. If Outlook is not listed, add it using the + button.

  5. Restart Outlook.

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