OCM Add-in Not available for Office 365 Business Premium

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Occasional Contributor

I'm attempting to add two employee's to my OCM account. Setup for the first employee went smooth, however, for the second I cannot get the OCM add-in to show up. Any suggestions?

45 Replies
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Hi Tim,

 

About this issue, I would like to confirm the following information:

  1. Please let the user encounter the issue go to https://portal.office.com/account/#subscriptions > Subscriptions > check whether he/she have the Outlook Customer Manager license. See the screenshot below:ocm license.jpg
  1. Go to the Office 365 Mail settings
  2. OCM settings.png
  3. General > Manage add-ins > Check whether OCM is enabled for your account

add-ins.png

 If the settings above are all set, please wait for 24h and the OCM should appear.

 

Thanks,

Amanda

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Working now... Thanks

 

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Hi Tim,

I'm very glad that the issue has been resolved. If you have any other questions when using OCM in future, please feel free to post a new thread in our forum.

 

Thanks,

Amanda

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Hi,

 

I am experiencing a similar issue in accessing OCM.

 

At http://portal.office.com/account/#subscriptions my OCM license is being correctly listed, but in the Office365 Mail settings, General, Manage add-ins page OCM add-in is not present instead (and OCM button does not appear in my Outlook ribbon).

 

Can you please suggest anything? Thanks in advance,

 

Matteo

 

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Hi Matteo,

To investigate this issue, I have sent you some information via PM. You can click the envelope icon in the right corner to access it.

Thanks,
Amanda
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Hi Amanda,

 

I also have Office 365 Business Premium but don't have Outlook Customer Manager. I purchased this version of Office 365 precisely because I wanted OCM, but it's not there in either OTW or in Outlook 2016, which I installed from the link on my O365 page.

 

Is there anything I can do to have it enabled?

 

Paul

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p.s. In My Account/Subscriptions there is no listing for Outlook Customer Manager, but it does clearly say "Office 365 Business Premium"

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Hi Matteo,

Thanks for your PM.

I'm very glad that the issue has been resolved. If you have any other questions when Outlook Customer Manager in future, please feel free to post a new thread in our forum.

Thanks,
Amanda
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HI Paul,

 

I suggest log an Office 365 admin acocunt into Office 365 Admin Center, click User> Active User> then double click the user. In the opening page, click edit behind Product Licenses to check if you have Outlook Customer Manager On. See the screenshot below:

OCM license.jpg

Thanks,

Amanda

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Hi Amanda,

 

When I looked in that location, Outlook Customer Manager was On. Restarting Outlook on the desktop this afternoon and it showed up, though it wasn't there this morning. Perhaps it just took extra long, for whateve reason, to activate for me.

 

Many thanks for your help.

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Hi Paul,

Great! I'm very glad to hear Outlook Customer Manager works for you. And feel free to post a new thread in our forum when you encounter any OCM issues in future.

Thanks,
Amanda
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HI,

 

same for me.

 

I have the license in the Admin panel, see attach.

But not showing in Add-Ins.

 

Pls help.

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Hi Christophe,

 

From your screenshot, I found that there are no Outlook Customer Manager license included in your account. In this situation, the OCM will not appear in the add-ins. So I suggest you reconfirm if your account have the this license.

   

Please log your Office 365 admin acocunt into Office 365 Admin Center, click User> Active User> then double click the user. In the opening page, click edit behind Product Licenses to check if you have Outlook Customer Manager On. See the screenshot below:OCM open.jpg

 

Thanks,

Amanda

 
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I'm experiencing the same problem.

 

At http://portal.office.com/account/#subscriptions my OCM license is correctly listed, but in the Office365 Mail>General>Manage add-ins page OCM add-in is not listed. Help please :)

Thanks!

B

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I'm also missing OCM. It's enabled in the Admin Center>User Licenses. It's not showing up in my Settings>Mail>add-ins list though.

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Hi Christophe,

Did you try my suggestions? Could you please share with any updates?

Thanks,
Amanda
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Hi B,

To further investigate this issue, I have sent you some information via PM, please check.

Thanks,
Amanda
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Hi Matthew,

To further investigate this issue, I have sent you some information via PM, please check.

Thanks,
Amanda
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I've done all these steps, when I select the OCM button in my Safari web browser I receive the following error "Something went wrong Please make sure your browser settings allow cache creation."

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Hi there,

 

I'm having a similar problem. I have the right subscription showing but there's no way of getting access to OCM from Outlook (Web). 

 

Any suggestions?

 

Thanks,

Masih

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Hi Amanda,

 

I changed O365 ProPlus subscription to O365 BusinessPremium for OCM. The ProPlus licence is inactive and used the BusinessPremium licence only. In Office 2016 the subscription changed from ProPlus to Business several weeks ago but still not available the OCM. Subscription listed OCM for my account, O365 Mail settings listed OCM and turned on, in Admin Center /users/licence OCM also switched on. If I open OWA for admin mailbox the OCM available online but not in Office 2016. If I activated other (Excel, Word) add-in, they are activated immediately in Office 2016 with this subscription. If I activated 3rd party add-in for outlook they are active only in OWA but not showing on Office 2016 Outlook.

 

Could you help me with solution? THX

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I started a new conversation for my request...
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Hi Amanda

 

I'm having the the same issue, Ive followed the steps you gave in this thread and done a fresh install also still no contact manager ad in in either online inbox or desktop.

 

cheers for the help in advance

 

regards 

Steve Muller

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Hello,

i have the same problem, but i could not try your solution, because when i try to go on this point:

grafik.png

only this is shown to me: grafik.png

We work with an local hosted Exchange enviroment and not with Exchange online.

So I have the question, if Exchange online is necessary for using OCM?

 

Thank you for your support.

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Hi Amanda/Friends,

I have the Office 365 Business Premium subscriptions. OCM is not showing up in my Outlook. After reviewing this and other forums, I checked it for 3 things:

 

1. The OCM lincesee is showing up in my administration console. Done.

2. Wait 24 hours for it to show up in Outlook. Done.

3. Create a new Outlook profile with only one Outlook account. Done.

 

In spite of doing 1, 2, and 3 above OCM is still not showing up in Outlook. Could you pls advise how could I make it show up?

 

Thanks.

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As a follow up to my posting, Microsoft Level 2 Support was able to solve by issue by doing a reinstallation of Outlook. The problem might have been due to issues with the DNS records.

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Hi I Can see in https://portal.office.com/account/#subscriptions  but it is not showing in Settings-->Mail-->Manage Add ins Can you help me?

 

Thanks

Ashu

 

 

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Hi, 

 

As per your first image, Customer manager is showing in our licences, but is not an option in add in settings as shown in your second image.

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I have the same problem

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I also have the same, it clearly states I have Outlook Customer Manager under my subscription when I visited https://portal.office.com/account/

 

Now when I check my webmail manage add-ins, I can see no Outlook Customer manager so I am also not seeing the icon on the ribbon on my Outlook for Mac.

Please advise.

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My subscription also shows as as Office 365 Business Premium, OCM is listed, and the OCM license is turned on in the "Active Users" Admin panel.  Everything shows up as it should to function properly.  Yet I have not been able to access OCM for 5 days.  Please help.

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Hi What was the fix please?

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On my Outlook desktop, I had to add the email address that was assigned to me for my Office 365 subscription (an ".onmicrosoft.com" address in my case).  OCM became available when I added it while in that email address.  My primary email address for which I use OCM is an IMAP address hosted by Bluehost.

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Ladies and Gentlemen, and the Esteemed Community,

 

After one and half year of my problem exist and zero support from Microsoft I found a solution. I believe it is a new info for you and could to solve the common problem.

 

The base problem:

Office 365 Business Premium subscription

OCM switched on at Admin Center

The licence data listed the OCM as well

Office 365 Mail / Manage add-ins / OCM checked

OWA ribbon show the OCM and working well online

Desktop Outlook not show the OCM and not any other subscription activated 3nd add-ins

I couldn’t use OCM at installed desktop Outlook what is my main working area

 

Not presented problem:

O365 subscription registered with …@...onmicrosoft.com account

This account I only use to login and of course it is the only one account in OWA what working well

On desktop I use several e-mail accounts but not the onmicrosoft.com

 

Solution:

Add the O365 login account (usually …@...onmicrosoft.com) to your desktop Outlook e-mail account

This will be an Exchange account and OCM immediately installed (or click update and restart Outlook) to the ribbon

I regret that OCM is activated only for onmicrosoft.com exchange account and not for all other pop3 account and different pst file. Maybe OCM not possible to use without exchange?

 

I hope this is a solution for somebody, and maybe we could to take step two and use OCM with other e-mail account  too. Thanks Microsoft! Oh, wait...

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I have ocm installed on  my outlook 2016 and it is working. BUT it isn't showing on web outlook. I have looked at my add in: it shows it is added. How do I get it to display?  Also they will link with my desk information correctly? Thank you.


@Péter Rozmann wrote:

Ladies and Gentlemen, and the Esteemed Community,

 

After one and half year of my problem exist and zero support from Microsoft I found a solution. I believe it is a new info for you and could to solve the common problem.

 

The base problem:

Office 365 Business Premium subscription

OCM switched on at Admin Center

The licence data listed the OCM as well

Office 365 Mail / Manage add-ins / OCM checked

OWA ribbon show the OCM and working well online

Desktop Outlook not show the OCM and not any other subscription activated 3nd add-ins

I couldn’t use OCM at installed desktop Outlook what is my main working area

 

Not presented problem:

O365 subscription registered with …@...onmicrosoft.com account

This account I only use to login and of course it is the only one account in OWA what working well

On desktop I use several e-mail accounts but not the onmicrosoft.com

 

Solution:

Add the O365 login account (usually …@...onmicrosoft.com) to your desktop Outlook e-mail account

This will be an Exchange account and OCM immediately installed (or click update and restart Outlook) to the ribbon

I regret that OCM is activated only for onmicrosoft.com exchange account and not for all other pop3 account and different pst file. Maybe OCM not possible to use without exchange?

 

I hope this is a solution for somebody, and maybe we could to take step two and use OCM with other e-mail account  too. Thanks Microsoft! Oh, wait...



 

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Hi,

 

I have the correct subscription, and showing Outlook customer Manager, However under manage add-inns there is no outlook customer manager listed, How do I resolve this,

 

Kind RegardsCapture.PNGCapture1.PNG

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Hi Amanda,

I've the same problem.

I see the OCM in the list of subscriptions:

Subscriptions.PNG

 

But in the list of "Manage add-ins" in the Office 365 Mail Settings, the OCM is not listed:

 

AddIns.PNG

 

I'm waiting at least 32h since my change from E3 to Business Premium. Any ideas/hints would be very appreciate.

 

Thanks a lot

Best regards

Jürg

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I followed instructions, and now the OCM button is displayed but greyed out.

 

Suggestions?



 

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Hi, I've just installed Microsoft Office having a license Business Premium but just a trial. I've specifically want to try this one because of the Customer Manager. I've followed your steps, it appears in my subscription, but it is not in my mail settings on the list of Add-ins. Not on the list of add-ins within the desktop app. Does it have something to do with the fact, that I havnt waited 24h? It just seems, that this add-in should be already included by default, so I thought it would appear in the app straight away.

 

Thank you!

 

Zuzana

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Hi - please PM me too - I have no OCM button at all but the licence is in my mail settings yet there is no option to add in the mail settings (like many on here I have read). Thanks, Rob

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Thank you so much! This was the answer I was looking for for 1 1/2 years myself!
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@Amanda Zhang the path you suggest is no longer valid. i am trying to verify OCM is enabled but am unable to view manage add-ins via outlook mail settings. please advise.

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@Fletch Petersonsame for me.  there is no add-in section under General 

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@Michael Choo I got OCM to display, but the button only displays when you are in the mailbox that has the Office 365 subscription. If you have multiple email accounts it won't show in the others.

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To use OCM, the email account must be setup as an Exchange account. A POP account will not work.