If the ContactMonkey Add-in shows an older version of the interface, a feature you expect is missing, or a layout that looks broken or only partly loaded, Outlook is usually holding on to an outdated copy on your device. Work through these steps and stop as soon as the add-in displays correctly.
- Note which Outlook you’re using. The cache steps differ by version.
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Reload the Add-in. On Windows, click once inside the ContactMonkey pane and press
Ctrl+F5. On Mac, click the i icon in the top-right of the pane and select Clear Web Cache. -
Update and fully restart Outlook. Install any pending updates, then close Outlook completely (on Windows, end Outlook, olk, and Microsoft Edge WebView2 in Task Manager; on Mac, quit with
Cmd+Q). - Test in Outlook on the Web. If it displays correctly there but not on desktop, the desktop cache is the likely cause. If you already use Outlook on the web, try a private window or a different browser.
- Clear the Outlook cache. Follow the steps for your version in How to Clear Your Outlook Cache.
- Check your region and browser extensions. Confirm the correct ContactMonkey region is selected. With your IT team’s approval, test without your VPN and any ad-blocker or anti-virus extensions.
Don’t uninstall the Web Add-in as a troubleshooting step. If a reinstall becomes necessary, first confirm your Microsoft 365 administrator can redeploy it centrally, or that your account has permission to install Add-ins.
If the issue continues, email support@contactmonkey.com with a screenshot, your Outlook version and build, whether the Add-in works in Outlook on the web, and the steps you’ve already tried.