Unable to enable Outlook Customer Manager - Office 365 bug?

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Occasional Visitor

Hello,

 

I purchased an Office 365 Business Premium subscription. Country is Germany and Office 365 language is set to US English.

 

1. At Office 365>Subscriptions, Outlook Customer Manager is listed.

2. At Office 365>Settings>Admin>Active Users>Product Licenses, I can see that Outlook Customer Manager is enabled.

3. At Office 365>Settings>Admin>Active Users>Mail Settings>Email Apps I can see that Outlook desktop (MAPI) is enabled.

 

However, I cannot find the Outlook Customer Manager at the Outlook Desktop App>File>Options>Ribbon Customization.

 

I uninstalled the Outlook Desktop App several times, reinstalled the x86 and 64-bit versions. For uninstall I used the Office uninstall tool. I deleted the remaining Office files at %APPDATA%. I am downloading an updated version of the Office suite every day, so that perhaps Microsoft has fixed this issue.

 

Please, help. I am since 3rd March working with the Office 365 support without results.

 

This should be not a complicated thing (I believe). Just a click on a button or check on a checkbox and it must work.

 

All I need is to simply get Outlook Customer Manager working at the desktop app. In the next days.

 

Any advice is welcome.

3 Replies
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Hello J.Sobota,

 

To use Outlook Customer Manager, you need to click on the More icon in the lower left corner of the Outlook client > Select Add-ins. Later, you will be able to see the Outlook Customer Manager interface.

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If you didn’t see this button, please sign in Outlook Web App, and go to General > Manage add-ins, re-enable the Outlook Customer Manager.

 

Also, please clear the cache of your IE browser with the steps below and check if the issue can be fixed. 

                1. Please go to IE settings > General > Settings under Browsing history > Caches and databases. 

                2. Delete cache files for the website "outlookapps.com". 

                3. Then, restart Outlook 2016. 

 

Regards,

Barry

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I am having the same problem across my organization. I Have followed the same instructions as well as having contacted Microsoft support. The phone call that I got back said that this is a well known problem and there are no solutions.
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Thank you Sixu Xie. While trying to solve the issue, I found out that when I download and install the Outlook 2016 app from Office 365, if I select the 64-bit version, it will not install/display the Outlook Customer Manager. If I select the Outlook 2016 app 32-bit (recommended) version, it will install and enable Outlook Customer manager. I believe this is an Office 365 bug. My setup is Windows 10 Pro fully updated and the Office 2016 app downloaded from Office 365. Hope this helps you to fix this bug.