The add-in isn't updating, or the version looks wrong

Outlook stores a local copy of add-ins to load them faster. Sometimes it holds onto an old copy after we've released a fix, so you keep hitting a problem we've already solved. The fix is to clear that cached copy so Outlook pulls the current version.

First, always try this

Close Outlook completely and reopen it. For managed (company-deployed) installs, updates apply the next time Outlook starts, so a full restart is often all that's needed. If that doesn't fix it, use the steps for your client below.

Which Outlook am I using?

• Classic Outlook on Windows: the long-standing desktop app.
• New Outlook on Windows: the newer app. There's a New Outlook toggle near the top-right of the window.
• Outlook on the web: you're in a browser at outlook.office.com.
• Outlook on Mac: the desktop app on macOS.

Classic Outlook on Windows

1. Close Outlook completely. Check the system tray by the clock (bottom-right) and close it there too if it's still running.
2. Open File Explorer, paste this into the address bar, and press Enter:

   %LOCALAPPDATA%\Microsoft\Office\16.0\Wef
   

3. Delete everything inside that folder. Leave the folder itself.
4. Reopen Outlook and start a new email.

New Outlook on Windows

Deleting the Wef folder does not work here.

1. Close Outlook if it's open.
2. Press Windows key + R, type this, and press Enter:

   olk.exe --devtools
   

   New Outlook opens alongside a developer tools window.
3. In the developer tools window, select the Network tab.
4. Right-click anywhere in the requests list and choose Clear browser cache.
5. Close the developer tools and use Outlook as normal.

Outlook on the web

This is just your browser's cache. Do a hard refresh:

• Windows: Ctrl + F5
• Mac: Cmd + Shift + R

If it still misbehaves, clear your browser's cached files for outlook.office.com.

Outlook on Mac

1. Quit Outlook.
2. In Finder, use Go → Go to Folder and delete the contents of each of these:

   ~/Library/Containers/com.Microsoft.OsfWebHost/Data/
   ~/Library/Containers/com.microsoft.Outlook/Data/Documents/wef
   

3. Reopen Outlook.

How to confirm you're on the latest

Open the MailTail pane. The version number is at the bottom. If support has told you the current version, this should match it. If it still shows an old number after the steps above, you may be on a different Outlook client than you think, so try the matching steps for the other client and let us know.