Support

Getting started

1. Create an account and an organisation for your company, or accept the invite a colleague sent you.
2. Add mailnote to Outlook. When you're signed in, Add to Outlook in the web app has the steps for your Microsoft 365 admin, Outlook on the web, Windows and Mac. You can also download the manifest file directly.
3. Open an email, choose the mailnote button in the toolbar, pin the pane and sign in.

Using Gmail? mailnote for Gmail isn't in the Google Workspace Marketplace yet. Email us and we'll help you get it. Then open an email, open mailnote in the panel on the right, and choose Sign in. You confirm once which mailnote account your Google account connects to.

mailnote works in Outlook on the web, Outlook for Windows (new and classic) and Outlook for Mac with a Microsoft 365 work or school account, and in Gmail on the web. The Outlook phone apps aren't supported; use the web app on your phone. Colleagues on Outlook and Gmail see the same notes.

Common questions

Who can see the notes?

Every member of your organisation, and nobody else. Owners and admins decide who is invited. Notes are never put in emails, and email bodies are never stored. See Privacy.

I don't see the mailnote button in Outlook

• Look under the … (More) button or Apps in the toolbar of an open email.
• The button is only there when you're reading an email, not when you write one.
• Classic Outlook for Windows can take up to 24 hours to show a new add-in. When your admin deployed it, Microsoft says it can take 24–72 hours.

I can't add a note to an email

Drafts and emails you're still writing can't have notes. Open the email once it's sent or received.

My colleague doesn't see my note

They need to be a member of the same organisation, and to have the pane set to it (the name at the top of the pane). Notes appear on every email in the same thread, including replies. A forwarded email starts a new thread, so it shows the note under Related notes rather than on the thread.

The sign-in window doesn't open

Allow pop-ups for Outlook on the web in your browser, then choose Sign in again.

The pane shows an old version after an update

Outlook can keep a copy of the pane for a while. Close and reopen the pane, or reload Outlook.

An invite didn't arrive

Check the spam folder. An owner or admin can open the invite under Members & settings, see whether it was delivered, send a copy to another address, or get a link to hand over.

mailnote in Gmail doesn't update by itself

Gmail can't update the panel live as Outlook does. Choose Refresh at the bottom of the panel, or open the email again, to see colleagues' latest changes.

Disconnecting Gmail

Choose Sign out at the bottom of the mailnote panel in Gmail, or Disconnect under Gmail in your mailnote Settings. Changing your mailnote password also disconnects Gmail.

Removing mailnote from Outlook

In Outlook, open Get Add-ins → My add-ins and remove mailnote. When your admin deployed it, ask them to remove it under Integrated apps in the Microsoft 365 admin center. Removing the add-in doesn't delete any notes.

Deleting your account or organisation

Owners can delete their organisation in its settings, which deletes all of its notes at once. To delete your account, email support@cloudcircus.com from your account's address.