> ## Documentation Index
> Fetch the complete documentation index at: https://docs.valedo.uniwave.ai/llms.txt
> Use this file to discover all available pages before exploring further.

# Troubleshooting

> What to check when signatures don't appear or look wrong.

> [!WARNING]
>
> **Status: in development.** The codes below are implemented; the Admin Portal screens mentioned are planned.

The Outlook add-in never shows an error while someone writes a message. When something is wrong, it simply inserts nothing. The reason is shown in the Valedo pane in Outlook and in the Admin Portal.

| Message or code | Meaning | What to do |
| - | - | - |
| `license_inactive` | The subscription is not active (cancelled, suspended or not yet activated) | Check the subscription in Microsoft 365 admin center; reactivate it there |
| `tenant_not_onboarded` | Your organisation hasn't completed setup | Open the setup page from Marketplace (**Configure**) and finish it |
| `forbidden` | You don't have a Valedo role for this action | Ask a `Valedo.Admin` to assign a role ([Roles](https://docs.valedo.uniwave.ai/admin-guide/roles.md)) |
| `validation_failed` | Something you entered is not valid | Correct the fields shown on the page |
| `concurrency_conflict` | Someone else changed the same item | Reload and make your change again |

Give support the **trace ID** shown with any error.

## A user gets no signature

![Five checks when a person gets no signature: add-in deployed, subscription active, rule applies, template published, no existing signature.](https://mintcdn.com/valedo/GJEJp1LmshG4i1L0/images/admin-guide/no-signature-checks.svg?fit=max\&auto=format\&n=GJEJp1LmshG4i1L0\&q=85\&s=0b18ed6d85990894be9db6a7d4da868a)

*Work through these checks in order.*

1. Is the add-in deployed to that user in **Integrated apps**? New deployments can take up to 24 hours, and Microsoft doesn't deploy to members of nested groups.
2. Is the subscription active or in trial?
3. Does a rule or the default template apply? Use **Test as user**.
4. Is the template published, not just saved as a draft?
5. Does the message already contain a Valedo signature? Valedo doesn't add a second one.

## A user gets the wrong signature or old details

* Use **Test as user** to see which rule matched.
* Check rule priorities and schedules (time zone included).
* If directory details are old, fix them in Entra ID and run **Resync**.


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