Last updated: August 13th, 2026 at 5:44pm EST
Status |
Additional Notes |
Timestamp |
Investigating |
Issue identified |
August 13th, 2026 at 11:10am EST |
Resolved |
Engineering released a hotfix and the issue is now resolved. |
August 13th, 2026 at 5:00pm EST |
Issue Description
The Outlook Web Add-in displays Connecting to outlook... and never finishes loading, leaving the sidebar unusable in the compose window. The spinner buffers indefinitely, and the rest of the Add-in stays blank — no error message appears.
What's Affected
- The Web Add-in v4.3.5.2 in New Outlook, Classic Outlook, and Outlook on the web (OWA)
- Both Windows and macOS devices
The Non-Web Add-in installed from an .exe or .msi file — is not affected.
Emails you have already sent, tracking data, and reporting are also unaffected. Campaign data in your dashboard remains accurate.
To verify your Add-in version, click the gear icon above Send & Track — it will be located at the top right.
Workaround
Reinstall the Web Add-in from Microsoft Marketplace to manually update it to v4.3.5.3:
- Open Outlook and create a new message
- Click Apps in the ribbon
- Right-click on ContactMonkey and select Uninstall
- Go to the ContactMonkey Web Add-in page
- Click Get it now
- Follow the Microsoft installation prompts
- Sign in with the email associated with your ContactMonkey license
- Restart Outlook, then reopen the Add-in
IT restrictions: If you cannot access Microsoft Marketplace or install Add-ins, contact your IT Administrator. They can deploy it to your Outlook in the Microsoft 365 admin center.
We apologize for the inconvenience and appreciate your patience as we resolve this issue. Please subscribe to our status page to receive real-time updates.