You might experience that the Moxso button in your Outlook toolbar is missing or inactive (greyed out). We’ll give you a step-by-step guide to help you solve this problem.
There are a couple of different reasons why the Moxso button may not be working properly. Some reasons include:
The Moxso button in your Outlook inbox will seem inactive (greyed out) if you haven't activated the Reading Pane. You can follow the steps below to enable the Reading Pane:
Open Outlook
Note: If you don't want to enable the Reading Pane, you can open the email in a separate window. This will enable the Moxso button.
Microsoft has some technical restrictions that prevent you from reporting emails directly from the inbox. The Reading Pane should be enabled - or, you should open the email in a separate window - for Outlook add-ins to work as intended. If you don’t want to use the Reading Pane, you should open the email in a separate window.
Another reason for the absence of the Moxso button, is that Outlook add-ins don't work offline. Make sure your Outlook is connected and online.
Outlook add-ins do not work with every type of email. This includes draft emails (namely emails without a sender assigned) or emails stored in the Outlook drafts folder. Additionally, you can’t open emails that have .msg or.eml attachments from the file system. Some locations, e.g. shared inboxes and public folders are not supported by the Outlook add-in as well.
Note: In some cases the add-ins are supported in shared mailboxes as well as in the inbox belonging to another user. For more details, please visit the Microsoft website.
Check with the latest Microsoft information if you're still having problems with the Moxso add-in. You can also get in touch with our support team for any guidance on our contact page - we will gladly help you solve the problem.
