Known Limitations¶
Product boundaries, and edge cases within the supported scope, with why they happen.
Product boundaries¶
These are current product boundaries, not edge cases. Hosting support (Lime Cloud vs. on-premise) is covered in Requirements, not repeated here.
New Outlook and Outlook on the web only¶
Supported:
- New Outlook for Windows and Mac
- Outlook on the web
- Outlook for iOS and Android (with caveats)
Not supported:
- Classic Outlook for Windows and Mac — the older desktop client. Customers still on it need to move to New Outlook before they can use the add-in.
Email only — no calendar¶
The add-in saves email messages. Appointments, meetings and calendar sync are not covered.
Customers who need calendar functionality keep the previous Lime Outlook add-in installed alongside this one for that purpose. The two coexist without conflict.
Replies are not saved automatically¶
Each email is saved individually, by deliberate user action. There is no automatic journaling, no mailbox-wide archiving, and no rule-based capture.
Attachments are not available on mobile¶
See Mobile (Outlook for iOS and Android) below.
No Gmail support¶
The add-in is built on Microsoft's Office.js add-in platform, which only exists in Outlook. Gmail is not supported and there is no plan to add it.
Beta¶
The add-in is in open beta. It works and is in production use, with no known blocking issues, but has not been run through every configuration and mailbox quirk in the wild.
Signature detection¶
The add-in excludes signature images (logos, social media icons) from the attachment selector by looking for the HTML markers email clients insert around signature content.
| Email client the message came from | Signature images detected |
|---|---|
| Outlook Desktop / Web | Yes |
| Outlook Mobile / Mac | Yes |
| Gmail | Yes |
| Proton Mail | Yes |
| Apple Mail | No |
| Other clients | No |
Apple Mail adds no identifiable markers around its signatures, so the add-in cannot distinguish signature images from genuine inline images. Those images appear in the Embedded images section of the attachment selector instead, and the user can untick them.
Inline images¶
Images embedded in the body are matched to their attachment by content id when the email provides one, and otherwise by comparing the filename in the image's CID reference against the attachment's filename.
When matching succeeds, the image displays normally in the saved email body. When it fails, the image is replaced with a placeholder such as <📎 image001.png> and the original is still saved as an attachment — it just can't be shown inline.
Common reasons a match fails:
- The email client rewrote attachment names or CID references while forwarding or replying.
- The email passed through a mail gateway that modified the HTML.
- Two attachments share the same filename, so the add-in can't tell which one an image refers to. Content id matching is exact, so this only affects emails without content ids.
A recurring example is Outlook for Mac: some installations rename attachments to img-<UUID> (for example img-1128e903-4cbc-4820-b667-e09ff67cf975) instead of the original filename, so the attachment name no longer matches the CID reference. This is specific to individual machines — the same Outlook version works correctly on other computers — and there is no server-side workaround.
Mobile (Outlook for iOS and Android)¶
The add-in works on mobile, with two restrictions:
- Attachments are not saved. Microsoft's add-in platform does not give add-ins access to attachment content on iOS or Android. The email's body, subject, sender and date are saved normally; attachments are not.
- Shared mailboxes are not supported — see below.
Save from desktop or Outlook on the web when attachments matter.
Shared mailboxes¶
The add-in works in shared mailboxes, with a few things to know.
What works:
- Saving emails from a shared mailbox in New Outlook and Outlook on the web.
- Each saved email is credited to the person who saved it, under their own Lime CRM login.
- The "already saved" marker is visible to everyone with access to the shared mailbox, so colleagues can see it has been taken care of.
What doesn't:
- Outlook on iOS and Android — Microsoft doesn't support add-ins in shared mailboxes on mobile. The add-in still works there for the user's own mailbox.
- Signing in to the shared mailbox directly with its own password — always access it through your own account.
If the add-in doesn't appear when using Open another mailbox in Outlook on the web, see Deploying to Outlook for the fix.
Conditional Access on mobile (iOS and Android)¶
If the organisation uses Microsoft Entra Conditional Access, the add-in cannot sign in to Lime CRM in Outlook for iOS or Android.
On mobile, Office add-ins run inside the operating system's web view (WKWebView on iOS, Android WebView) rather than a Microsoft Edge–based control. Microsoft does not support Conditional Access for Office add-ins on iOS or Android. The web view can't present the device identity the policy requires, so sign-in fails — usually with error 530001 ("You can't get there from here").
This is a Microsoft platform limitation the add-in cannot work around. Enrolling a device or marking it compliant does not help, because the policy blocks the web view itself.
What to do:
- Use the add-in in New Outlook or Outlook on the web, where Conditional Access is supported.
- Or, if mobile use is essential, IT can adjust the Conditional Access policy to allow it — at the cost of some of the protection the policy provides.