CodeTwo signatures in Outlook for iOS and Android – troubleshooting & FAQ

This article lists common questions and answers for using CodeTwo Outlook Web Add-in with Outlook for iOS & Android. For more general information about the Web Add-in and deployment instructions, see this article instead.

1. A CodeTwo signature is not added to emails in Outlook mobile. Why?
2. What are the add-in system requirements?
3. How to open the add-in's pane in Outlook mobile?
4. Can users switch between different CodeTwo signatures in Outlook mobile?
5. Can I have different signatures set as default ones for different Outlook apps (desktop and mobile)?
6. Why is an email signature removed when changing an account in the From field in Outlook mobile?
7. Is there a way to add a CodeTwo signature in Outlook mobile when sending an email from a shared mailbox?
8. How are CodeTwo signatures added to emails in Outlook mobile when using the combo signature mode?
9. The signature layout is off in Outlook mobile. Why?
10. Can organizations on the Microsoft 365 Government GCC plan use the add-in in Outlook mobile?
11. I followed a link from my Outlook mobile app to this FAQ. How do I troubleshoot issues with CodeTwo signatures?

1. A CodeTwo signature is not added to emails in Outlook mobile. Why?

There may be a couple of reasons why users don't get their signature:

• You've just enabled CodeTwo signatures for Outlook mobile (as described in this article). It may take up to 4 hours for this change to propagate.
• You didn't create an Outlook (client-side) signature rule, the rule is inactive or doesn't include all the users who should get a signature from CodeTwo.

  You can also use the signature rules tester to find out why your signature is not added.

• The signature is not set as the default one for new messages and/or replies, as shown in Fig. 1.

  
  Fig. 1. Setting a signature as default for new emails and replies/forwards.

• You are sending an email from a shared mailbox (shared mailboxes are not yet supported by the add-in due to limitations of the Outlook API). See also this FAQ.
• You use combo mode, and switched to cloud signatures in the add-in in Outlook desktop or OWA. See how it works 
• You have no CodeTwo Email Signature 365 licenses left.
• Your Microsoft 365 tenant is not registered to CodeTwo.
• You aren't using the latest mobile Outlook version.
• You have no internet connection, or your organization uses an endpoint manager or firewall that blocks the connection to CodeTwo Web Add-in endpoints. Be sure to whitelist these endpoints.
• Your organization is on the Microsoft 365 Government GCC plan, but you haven’t completed these additional steps.

See also: How to troubleshoot issues with signatures not added to emails in Microsoft 365

2. What are the add-in system requirements?

CodeTwo Outlook Web Add-in works only on Outlook for iOS and Android with a Microsoft 365 subscription. To ensure smooth experience, make sure you're using the most recent version of mobile Outlook.

CodeTwo Email Signatures 365 needs to work in Outlook (client-side) or combo* mode. You also need to deploy the modern CodeTwo Outlook Web Add-in to users in your organization who should get CodeTwo signatures. The deployment is fully automated & centralized; no end-user installation required.

• Learn more about signature modes
• Web Add-in deployment instructions

3. How to open the add-in's pane in Outlook mobile?

The pane is only available for the desktop and web versions of Outlook. This is by design, due to the limitations of Outlook mobile apps.

4. Can users switch between different CodeTwo signatures in Outlook mobile?

Each user can only have one default Outlook (client-side) signature set up for new emails and one for replies/forwards. Natively, it is possible to set up only one email signature in Outlook mobile.

Note that if you have more than one signature set as the default one (e.g. for new emails) for the same user, the user will get the signature that is higher on the list in the signature management app. 

5. Can I have different signatures set as default ones for different Outlook apps (desktop and mobile)?

No, Outlook (client-side) signature rules configured in the signature management app (app.codetwo.com) apply to all Outlook apps (clients). You can define one default signature per user for new emails and one for replies/forwards.

It is also recommended to use the same signature when sending emails from different Outlook apps (or email apps in general) – consistent signature provides unified brand experience. 

6. Why is an email signature removed when changing an account in the From field in Outlook mobile? 

This is a limitation of Outlook mobile apps and is not related to CodeTwo Outlook Web Add-in. 

7. Is there a way to add a CodeTwo signature in Outlook mobile when sending an email from a shared mailbox?

Yes. You can switch to combo signature mode (see how to do this) and use Outlook (client-side) signatures when sending an email from user mailboxes, and cloud (server-side) signatures when sending an email from a shared mailbox. In the case of the latter, CodeTwo signature will be added in the cloud, after an email is sent from Outlook mobile.

See also: How to add signatures to emails sent from shared/group mailboxes

8. How are CodeTwo signatures added to emails in Outlook mobile when using the combo signature mode? 

If a user gets an Outlook (client-side) signature in their Outlook mobile app, they won't get a second (cloud) signature from CodeTwo.

If a user doesn't get an Outlook signature in their Outlook mobile app or removes the signature manually from an email, then a cloud (server-side) signature will be added to the email.

Both scenarios assume that both CodeTwo Outlook and cloud signatures are set up for the user in the signature management app (app.codetwo.com).

9. The signature layout is off in Outlook mobile. Why?

This is a known bug in Outlook for iOS and Android, which will be addressed by Microsoft. You can find additional information here.

10. Can organizations on the Microsoft 365 Government GCC plan use the add-in in Outlook mobile?

Yes, it's possible, but you need to additionally enable support for mobile Outlook add-ins in Microsoft 365, as it is disabled by default. Proceed as follows:

1. Connect to Exchange Online via PowerShell, as described here.
2. Run the following cmdlet:

   Set-OrganizationConfig -OutlookMobileGCCRestrictionsEnabled $false

3. Disconnect Exchange Online, running the following cmdlet:

   Disconnect-ExchangeOnline

4. Wait up to 48 hours for the changes to propagate.

11. I followed a link from my Outlook mobile app to this FAQ. How do I troubleshoot issues with CodeTwo signatures?

Here's what you can do as an IT admin or Outlook user:

Troubleshooting for admins:

• The CodeTwo Email Signatures 365 - Outlook Add-in app has been removed from your tenant (Entra ID), or the admin consent for the app has been revoked. Click here to grant the necessary consent.
• Your users aren't using the latest mobile Outlook version.

Troubleshooting for users:

• Your session has expired, and you need to sign in to Outlook again.
• You opened an email immediately after launching your Outlook app, while its still loading all settings and APIs. Close the email, wait a few moments, and try opening the email again.
• Update your Outlook mobile app to the latest version.

If none of these solutions fixed the problem, notify your IT team and share these troubleshooting steps for admins with them.