After you install the Zivver OWA add-in, the Zivver icon does not show on the toolbar of a new message in the new Outlook or Outlook on the web (OWA). Secure Mailing is also off by default. A user can then send a message as a regular email, without any warning that Zivver was not applied.

Warning

Did your organization just switch to the new Outlook or OWA? Then users can send messages unprotected without noticing. Inform your users about the steps on this page.

Cause

The new Outlook and OWA do not automatically pin the button of a newly installed add-in to the toolbar of a new message. The Zivver icon is then only available under the … (More commands) menu or under Apps.

Secure Mailing is off by default until the user turns it on. Depending on your organization’s settings, Zivver can turn it on automatically when it finds sensitive content in a message. Do not rely on this alone.

Both steps are per user. Deploying the add-in centrally does not pin the button for existing users.

Solution

Ask each user to follow these steps once:

1. Open a new message or reply in the new Outlook or OWA.
2. Click … (More commands) at the end of the toolbar of the message.
3. Find Zivver and pin it to the toolbar.
   The Zivver icon now shows directly on the toolbar and stays visible for future messages.
4. Click the Zivver icon .
   The Zivver side panel opens.
5. Click the next to Secure Mailing to turn Secure Mailing on .
6. Check that the Zivver icon shows on the toolbar without opening the … menu.

Tip

Does the user not see Zivver under …? Click the grid_view Apps icon. You find Zivver there too.

To pin the Zivver side panel to the side of the message as well, see Pin the Zivver Add-in Task Pane.

The Zivver button does not appear at all

Does the button not appear under … or Apps either? Then check the following:

1. Open the Services and Add-ins page in the Microsoft 365 admin center.
2. Select the Zivver OWA add-in.
3. Check that the deployment method is Fixed (Default) or Optional.
   With Available, the add-in is off for users until they enable it themselves.
4. Check that the add-in is assigned to the affected user, and not only to a nested group.
5. Wait up to 48 hours after a new deployment.

For more causes, see Zivver is missing in the new Outlook or Outlook on the web and OWA installation troubleshooting.

Still need help?

If the problem remains after these steps, contact Zivver Support and include this information in your request:

• Does the affected user use the new Outlook or OWA?
• How is the add-in deployed (Fixed (Default), Available, or Optional), and to which users or groups?
• How long ago was the add-in deployed?
• Which steps from this page did you try, and what was the result?