GUARD HQ MailGuard by Code13 Inc.

MailGuard — Part of the GUARD Family

MailGuard troubleshooting

Detailed help for deployment, sign-in, and a first check in Outlook. For a general question, start at Support.

Contact

Email support@code13.ca with your organization name and a short description of the issue.

Contact Code13 Back to MailGuard

Self-service

Report a suspicious message

In Outlook, open MailGuard on the message and use Report Concern (or Send to IT to draft an email to your administrator).

MailGuard is not visible in Outlook yet

A missing button is usually Microsoft still propagating the assignment. It is not, by itself, a MailGuard failure. Propagation can take from a few minutes up to 24 hours.

  1. In Microsoft 365 admin center, open Integrated apps and confirm MailGuard shows status OK, host product Outlook, and only the intended people.
  2. If that assignment is already correct, wait. Do not upload the add-in again and do not change the assignment.
  3. After the wait, restart Outlook and open one message. Classic Outlook shows MailGuard on the Home or Message ribbon. New Outlook and Outlook on the web show it under Apps.
  4. Email support@code13.ca only after that wait, and include the Outlook client and the time you confirmed the assignment.

A MailGuard invitation, a Microsoft 365 assignment, and the add-in appearing in Outlook are different steps. Completing one does not complete the others.

Outlook says it cannot load the add-in

If Outlook shows “Sorry, we can't load the add-in”, do not retry sign-in or scan the message yet. This means the task pane has not opened, so MailGuard has not reached sign-in or message verification.

  1. Record the exact error text, the Outlook client (Classic, New, web, or Mac), and its version.
  2. Confirm the affected user is assigned MailGuard through Microsoft 365 Integrated apps and is using their organization mailbox.
  3. Send support the time of the failure and the task-pane address https://guard.code13.ca/outlook-addin/taskpane.html.

Do not change tenant settings, certificates, credentials, or manifest files while collecting this information.