Chathive helpcenter
Chathive helpcenter
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Why is the Chathive Outlook plugin not appearing?

Is the Chathive AI assistant missing from your Outlook ribbon? Don’t worry—this is usually related to version compatibility or local security settings. Please follow these three steps to get up and running.

Step 1: Check your Outlook version

Chathive supports specific versions of Outlook. If you are using an older or unsupported version, the plugin will not be visible.

How to check your version: Microsoft provides a simple guide to help you identify exactly which version of Outlook you are running. You can find the steps here: 👉 What version of Outlook do I have? (Microsoft Support)

Supported versions:

  • Windows: Outlook 2016 or later / Outlook 2019 or later.

  • Mac: Outlook 2016 or later / Outlook 2019 or later.

  • Microsoft 365: Both on Windows and Mac.

  • Outlook on the web: All modern browsers.

Step 2: Check your antivirus software

Some antivirus or security suites are configured to block third-party "add-ins" by default to protect your system.

  • Check your antivirus settings to see if it is preventing plugins from loading in Outlook.

  • Try temporarily disabling the "Add-in scanning" feature (if available) to see if Chathive appears.

  • Ensure Outlook is marked as a "trusted application" in your firewall settings.

Step 3: Verify access with your IT Administrator

In many professional environments, Outlook plugins are managed centrally. It is possible that the Chathive plugin hasn't been deployed to your specific account yet.

  • Contact your IT administrator to confirm they have granted permission for everyone (or your specific group) to use the Chathive plugin.

  • Admins can manage this via the Microsoft 365 Admin Center under "Integrated Apps."

Still not seeing the plugin?

If you have completed the three steps above and Chathive is still missing, we are here to help.

Please reach out to our support team at support@chathive.co. To help us resolve this quickly, please include:

  1. Your exact Outlook version (from Step 1).

  2. A screenshot of your Outlook ribbon and Outlook view.

  3. Whether your colleagues are experiencing the same issue.