FAQ & Troubleshooting¶

Troubleshooting¶

Nothing happens when I click "Save in CRM"¶

The task pane opens, but clicking Save in CRM does nothing — no window appears.

The add-in opens Lime CRM in a separate window. Pop-ups are blocked for the Outlook domain. Allow pop-ups for outlook.office.com (or outlook.office365.com) in the browser, then try again.

This is by far the most common issue. Check it before anything else.

I can't find the Lime CRM add-in in Outlook¶

The add-in was deployed, but no Lime CRM button appears in the ribbon.

Open an email. The button only appears when reading a message, not in the message list.
Wait. Centrally deployed add-ins can take up to 24 hours to reach users.
Reload Outlook after deployment.
Check My add-ins in Outlook to confirm it's listed and enabled.
Look under the More actions (…) menu — in a narrow window the button may be collapsed there.
Confirm the user is on New Outlook or Outlook on the web. Classic Outlook is not supported.

Saving an email is slow¶

Almost always Live Docs without Selective File Storage — see Requirements for why, and Configuration to fix it.

Signing in from Outlook for iOS or Android fails, often with error 530001 or "You can't get there from here".

The organisation uses Microsoft Entra Conditional Access, which Microsoft does not support for Office add-ins on mobile. See Conditional Access on mobile. Use the add-in on the desktop or Outlook on the web instead.

The email body shows HTML markup instead of formatted text¶

The field mapped to Body is not using the right web component.

Set the body field's web component to limebb-text-editor in Lime Admin → Views → Card view. See Configuration.

The sender isn't linked to a Person¶

Check, in order:

The From (Sender) mapping in Configuration points to a relation field aimed at the Person limetype.
A Person with that exact email address exists in Lime CRM.
The user has permission to see that Person.

If no match is found, the relation is left empty and the user can fill it in — or create the Person inline — on the save form.

A saved attachment or reminder isn't linked to the company, deal or project¶

An attachment is saved as a Document, and inherits the email's relations — company, deal, project — but only those marked Auto attach on the Document card. A follow-up reminder inherits the same way, through the Todo card. More detail: How It Works.

In Lime Admin, check which relations have Auto attach ticked under Views → Document → Card, or Views → Todo → Card for reminders. If the card has variants, the variant's settings replace the base card's.

The coworker on a saved attachment or reminder is wrong¶

It is set to whoever imported the email, not to the email's coworker. That is how coworker fields behave everywhere in Lime CRM — see How It Works.

Users keep being asked to reconnect¶

Check that the JWT signing key hasn't changed. Changing it invalidates every existing connection and forces all users to reconnect.

The add-in doesn't appear in a shared mailbox¶

Deploy the add-in to the shared mailbox itself, not only to the individual users. See Deploying to Outlook. Note that shared mailboxes are not supported on mobile at all.

Frequently asked questions¶

Does it work on iPhone and Android?¶

Yes — tested on both. Two caveats: attachments are not saved on mobile, and shared mailboxes are not supported there. See Known Limitations.

Why does the email show `<📎 image001.png>` where an image should be?¶

Outlook isn't always helpful. Sometimes it tells the add-in "one of the attached images belongs here" without saying which one, so the add-in can't match the image to its attachment and shows a placeholder instead.

The image itself isn't lost — it can still be saved as an attachment. See Inline images.

Can we save sent emails?¶

Yes. Saving works from the Sent folder, and administrators can apply different default values to sent and received emails. See Configuration.

Are replies saved automatically?¶

No. Each email is saved manually, by deliberate user action.

Can we save emails to something other than history notes?¶

Yes — any limetype. Tickets, deals, projects, activities. See Configuration.

Does the Lime CRM desktop client work with the add-in?¶

Yes, for everything else — the desktop client remains fully usable for day-to-day CRM work. Saving an email specifically opens the web client, since that's what the add-in's save form is built on, so the limetypes it saves to need a working card view there. See Requirements.

The desktop client doesn't render rich text formatting or inline images, so view records saved by the add-in in the web client to see them as intended.

Does it work in classic Outlook?¶

No. Only New Outlook (Windows and Mac) and Outlook on the web. See Known Limitations.

Does it handle calendar and appointments?¶

No. Customers who need calendar functionality keep the previous Lime Outlook add-in installed alongside this one. The two coexist.

Is Gmail supported?¶

No, and it is not planned. The add-in is built on Microsoft's Office add-in platform, which only exists in Outlook.

Do we need an API user or tokens?¶

No. Each user connects their own Outlook to their own Lime CRM login, once. There is nothing for IT to distribute. See Technical.

Can the add-in read our whole mailbox?¶

No. It can only read the message the user currently has open, while they have it open. See Technical.

Why does saving take more clicks than the old add-in?¶

Because the save form is the real Lime CRM form rather than a fixed, simplified one. That is what makes it work with any limetype and respect the customer's own configuration — a deliberate trade of a click or two for flexibility.

You can reduce the clicks with auto-filled fields and a well-designed card variant.

Why is there an `.eml` file among the attachments?¶

It's a complete copy of the original email — headers, body, inline images and attachments in one file — so nothing is lost. Users can untick it if they don't want it.