My Outlook connector has deactivated, what's the problem?

My Outlook Secure Exchange connector has become deactivated. What's the problem?

If the Secure Exchanges connector in Outlook has become deactivated (the displayed status is "Inactive"), the cause is usually related to the licence. Here are the checks to perform.

Step 1: Click "Retrieve my licence" (if the button is visible)

Note: If the "Retrieve my licence" button is not visible, it is usually because the licence has already been retrieved but is simply deactivated temporarily. In that case, go to step 2.
  1. Click "Retrieve my licence".


  2. Complete the captcha, then click "Send".

Note: You will receive an activation link by email.
  1. When you open the activation email, a message will ask you to confirm activation on this device: select "Yes".

Note: Your licence should now be reactivated.

Step 2: Click the "Inactive" status (if the "Retrieve my licence" button is not visible)

If you do not see the "Retrieve my licence" button:

  • Click directly on the Inactive status in the Secure Exchanges ribbon.

Very often, the status automatically switches back to Active after this click.

Need help?

Our team is available to assist you. Write to us at support@secure-exchanges.com