Troubleshooting

1. Double-check your email and password (case-sensitive)
2. Make sure you've verified your email, check inbox for verification email
3. Try "Forgot Password" to reset
4. Check your internet connection
5. If you see "Account suspended", contact support@outsolvi.com

Important: You must click the verification link in your email before you can sign in for the first time.

Desktop: Go to File → Options → Add-ins. Check "Disabled Application Add-ins" at the bottom. Select COM Add-ins → Go, check Outsolvi, click OK.

Web and the new Outlook: Open a message → "..." → Get Add-ins → My add-ins → Custom Add-ins and check that "Outsolvi Email Tracker" is listed. If it's missing, add it again with Add a custom add-in → Add from file, using the .xml from your dashboard. In the new Outlook the button lives under Apps, not the main ribbon. If your company blocks custom add-ins, ask your IT admin to deploy Outsolvi from the Microsoft 365 admin center.

The recipient's email client might block images (the tracking pixel is an invisible image). Their company may strip tracking from incoming emails. Gmail caches images, so re-opens may not register.

Good news: Link click tracking still works even when images are blocked.

Your login session has expired (after 90 days of inactivity or if your password was changed). Simply sign in again from the Outsolvi panel. Your data is still there, nothing is lost.

Outlook sometimes auto-disables add-ins after updates. Go to File → Options → Add-ins → check "Disabled Application Add-ins". If Outsolvi is there, re-enable it via COM Add-ins → Go. This is a known Outlook behavior, not an Outsolvi bug.

This means you're not signed in to the add-in. Click the Outsolvi button in the ribbon (desktop) or toolbar (web) and sign in. Once signed in, all future emails are tracked automatically. Your email still sends normally with this message, it just won't be tracked.

Your connection to that email account has expired or been disconnected. Go to Settings → Email Accounts, find the account, and click Reconnect. This signs you back in. Your tracking data and settings are preserved.