Frequently Asked Questions – Exclaimer Cloud

This page consists of the most frequently asked questions. If you have a question and it isn't here, let us know and we'll try our best to answer it.

Azure AD Attributes

Can I use both custom attributes and additional Azure AD attributes in the signature?

It is not possible to enable both the Custom Attributes and Additional Azure AD Attributes features.

However, you can include custom attributes, also known as extension attributes, within the list of directory extensions in Azure AD Connect when selecting up to 100 attributes for use with the Additional Azure AD Attributes feature.
See Which Active Directory attributes can be used in Exclaimer Cloud - Signatures for Microsoft 365?

Cancel Exclaimer Cloud

Can I cancel my Exclaimer Cloud 'trial' subscription?

Yes, you can cancel your Exclaimer Cloud trial at any point within the 14 day period.
Once the 14 day period has expired, you will no longer be able to access your Active Subscriptions unless you upgrade to a paid plan. You can do this by clicking Manage on your Active Subscriptions.

Can I cancel my Exclaimer Cloud subscription?

If you are the subscription owner then you can cancel the Exclaimer Cloud subscription.

NOTE: Please be aware that as per our terms and conditions, you will be liable for the remaining amount left on your contract. Full payment will be expected on the termination of your contract with Exclaimer.
Your account will still be active until the last payment has been received. This is non-negotiable and you will not receive refunds for partial months.
Exclaimer Cloud will work for seven days after your last bill payment has been received. After seven days, all features will be deactivated. We recommend that you update your email server settings during this time.

Cloud Signature Update Agent

How are signatures synchronized with Outlook and Apple Mail?

Signatures are synchronized with Outlook and Apple Mail using the Exclaimer Cloud Signature Update Agent - this must be deployed to each user's computer. The agent runs in the background and synchronizes the signatures at regular intervals.

When the signatures are synchronized to Outlook and Apple Mail, the first applicable client-side signature is synchronized as the default signature for that user.

How often are signatures synchronized to Microsoft Outlook and Apple Mail?

The Cloud Signature Update Agent synchronizes signatures once every hour.

If you want changes to a signature to be synchronized sooner, then:

- For Windows: You can force synchronization by restarting the agent on the user's machine.
To do this: Open the Task Manager and close the Cloud Signature Update Agent, then restart it again.

- For Mac: You can force synchronization by closing the agent on the user's machine.
To do this: from the Launchpad open the Activity Monitor, select Exclaimer Signature Agent and click Quit. The Cloud Signature Update Agent will automatically restart and update the signatures.

What is the user's experience in Outlook and Apple Mail?

When a user composes an email in Microsoft Outlook, the appropriate signature, as synchronized from Exclaimer Cloud, is displayed in the message.

- If you are using both Client-side and Server-side, then when a user sends a message, it is routed to the Exclaimer Cloud servers for processing before being passed to Microsoft 365 for delivery.

- If you are using only client-side then when a user sends a message, the email is not routed to the Exclaimer Cloud servers.

In Microsoft Office, you can set Outlook client restrictions to determine what changes users can make to signatures locally.

How does Exclaimer Cloud server-side configuration handle messages when a synchronized signature has already been applied in Outlook or Apple Mail?

A 'text match' check is carried out to prevent duplicate signatures from being applied to a message when using client-side rules. This check determines whether a message has already had a client-side signature applied by the Cloud Signature Update Agent.

If a client-side signature has been applied then the signature processing stops and the message is routed back to Microsoft 365 for delivery.

Can users edit their signature in Microsoft Outlook?

You can choose to 'lock' access to the signature options in Microsoft Outlook and/or archive (remove) all existing Microsoft Outlook signatures for each user.

On the other hand, you cannot restrict a user's ability to edit signatures in Apple Mail.

What systems are supported by the Cloud Signature Update Agent?

The Cloud Signature Update Agent supports Windows 7 through to Windows 10 and macOS 10.13 or above.

Currently, the agent works with Microsoft Outlook and Apple Mail.

To apply signatures to emails sent from all devices and mail clients, we recommend using server-side signature rules in conjunction with the Cloud Signature Update Agent.

How can I deploy the Cloud Signature Update Agent?

You can deploy the Cloud Signature Update Agent onto the client computers in two ways:

- Deploy via URL

- Deploy via GPO

We recommend: You deploy the Cloud Signature Update Agent via URL as this is the simplest method and it ensures that the agent is always up to date. But, if necessary, you can also deploy the Cloud Signature Update Agent via GPO.

The Cloud Signature Update Agent via GPO did not install - why and what should I do?

In some scenarios, the Cloud Signature Update Agent may not install - this can be due to lack of time to set off the policy.
In such cases, run the following command in the command box to force run the GPO:

gpupdate /force

Configuration

What is the difference between the different configuration options?

Apply to email from all devices including mobiles: In this mode, signatures are synchronized to the user's computers for use in Microsoft Outlook, or applied by Exclaimer's Cloud service as appropriate. If Exclaimer Cloud processes an email and detects that a signature has been applied via Microsoft Outlook then it routes the email straight to Microsoft 365, for delivery. Alternatively, if no existing signature is detected and an applicable signature is found, that signature is applied before the email is routed to Microsoft 365, for delivery.
See before you send (Client-side): In this mode, signatures are synchronized to the user's computers for use in Microsoft Outlook. When messages are sent from Outlook, they are sent directly via Microsoft 365 (they are not routed to Exclaimer Cloud for processing).
Exchange on-premises: In this mode, signatures are applied to all email messages via Exclaimer's Cloud service, irrespective of which browser/device/email client is used. You do not require a licensed Exchange Online mailbox to configure Exclaimer Cloud to utilize server-side signatures when all your mailboxes are hosted in your On-Premises Exchange environment.

Can I change my configuration options later?

Yes, of course. You can easily edit the configuration (of your subscription) afterwards.

The Launch button is not available?

This usually happens when the user who originally created the subscription didn't accept the terms and conditions.

Direct Debit

Is the Direct Debit option available in my country?

The Direct Debit option is available in the following countries:

Austria
Australia
Belgium
Canada
Cyprus
Estonia
Finland
France
Germany
Greece
Ireland
Italy
Latvia
Lithuania
Luxembourg
Malta
Monaco
Netherlands
Portugal
San Marino
Slovakia
Slovenia
Spain
United Kingdom
United States

CAUTION!
For the Direct Debit transaction to work successfully, please make sure your bank account is in:

- the same currency as you have been invoiced, and

- the same currency as your country's participating direct debit payment scheme.

Security

Will my emails remain private if I use Exclaimer Cloud?

Yes, Exclaimer Cloud does not store or read any information from the email body - all it does is add an email signature.

For more detailed information and for any security issues, please contact Exclaimer Sales.

Why do I need to enable less secure apps?

We use the Gmail SMTP relay service to route mail back to Gmail.

Whilst Exclaimer is able to support the secure OAuth2, unfortunately, Gmail’s SMTP relay does not; therefore, we must use a less secure SMTP authentication mechanism.

This option is only required for the account used in the SMTP authentication process.

Are my Office 365 Global Administrator credentials cached?

When you complete the onboarding process for Exclaimer Cloud, or if you run the Office 365 connector setup wizard, you are required to enter your Global Administrator credentials.

Exclaimer Cloud does not cache these credentials - they are only used for a one-time operation. If any part of the setup is run again and these credentials are required, you will be prompted to enter them again.

Does Exclaimer Cloud support DomainKeys Identified Mail (DKIM)?

Yes, Exclaimer Cloud supports DKIM.

Exclaimer Cloud strips out the DKIM when it receives an email, but it is re-applied by Microsoft 365 after it has been processed by Exclaimer Cloud and before being sent to the recipient server.

Exclaimer Cloud strips out the DKIM when a server-side signature is applied.

What is DomainKeys Identified Mail (DKIM)?

DomainKeys Identified Mail (DKIM) is an authentication method that helps protect both email recipients and email senders from forged and phishing email messages.

DKIM uses cryptography to ‘sign’ email with a private key when it leaves the sending server. This digital ‘signature’ is unique for that email and is added (as a field) to the message header. When the email is transferred it attaches a string of characters with a hash value.

When the signature is generated, part of the private key is stored in the listed domain. The Recipient servers then use this private key to verify the source of the message and verify that the body of the message has not changed during transit – the message passes DKIM and is considered to be authentic.

Signature Designer

How can I change the alignment of Arabic or Hebrew text within my signature?

You can easily change the direction of the selected text within your signature by using the Text Direction functionality, in Signature Designer.

Payment

Can I change my payment method?

Yes.
From the Overview tab (in the dashboard), click Manage against the required subscription. Under Subscription details, click Change next to the Payment method.

NOTES:
- Only the owner of the subscription can add a payment method against their subscription. Other users, even if they have Admin rights to the subscription, cannot add a payment method.

-Exclaimer Cloud does not store any credit/debit card details.
When you add a new payment card to your account, you are redirected to the Global Iris payment portal, powered by RealEx Payments. This is one of the most secure e-commerce platforms for online payments using a 128-bit SSL Certificate.

Purchase Exclaimer Cloud subscription

What is the billing cycle when purchasing Exclaimer Cloud subscription?

We understand that every company’s budget is different, so we offer two methods to help you pay easily and in a way that suits you: Yearly or Monthly.
Yearly payment: If you would like to pay for your Exclaimer Cloud subscription in one go, the easiest way is to use your credit/debit card to pay for the full year.
Please mention this to your Exclaimer Account Manager when placing an order.

Monthly payment: You can pay for your Exclaimer Cloud subscription in 12 monthly instalments. If you choose to pay using our 12-month plan, we will charge you every month on the date that you upgrade to a paid plan.

Regardless of the payment plan you choose, the amount taken from your account depends on the active number of Office 365 users requiring email signatures to be added to their messages.
After a payment has been taken, it may still take a few days before it appears on your account.
If you would like to know when your next billing date is or if there are recent charges that have been applied to your account, simply click Manage on your Active Subscriptions.

NOTE: Exclaimer Cloud does not store any credit/debit card details.
When you add a new payment card to your account, you are redirected to the Global Iris payment portal, powered by RealEx Payments. This is one of the most secure e-commerce platforms for online payments using a 128-bit SSL Certificate.

Can I use a cheque to pay for Exclaimer Cloud - Signatures for Office 365?

Unfortunately, Exclaimer does not accept cheques as an acceptable payment method.

We only accept credit/debit cards and purchase orders, depending on the size of your organization.

Can I use PayPal to pay for Exclaimer Cloud - Signatures for Office 365?

Unfortunately, Exclaimer does not accept PayPal as an acceptable payment method.

We only accept credit/debit cards and purchase orders, depending on the size of your organization.

My payment got declined. What should I do now?

Aside from checking that you have sufficient funds in your account, we recommend that you contact your bank or credit card company as soon as possible to find out why the payment was declined.

Also, raise a ticket with Exclaimer Support.
(We will try and take payment from your credit/debit card a total of three times every 24 hours)

There can be various reasons why a payment is declined; some of the most common reasons are:

There may be a typo when entering the card number.
The date entered may not be correct.
The card may have expired.
There may be a typo when entering the Card Verification Code (CVC).
The card is not set up for international payments - this is only valid for Exclaimer overseas customers.

How much does Exclaimer Cloud - Signatures for Office 365 cost?

The cost of Exclaimer Cloud - Signatures for Office 365 subscriptions depends upon the number of active email users in your organization.
(A user is defined as an individual email address that gets a signature applied.)

You can either pay:

Per-user per month basis, or as a
One-off yearly cost and you only pay for the amount of active Office 365 email users you need.

For further information, please visit our Pricing page or contact our Sales team to discuss your requirements and request a quotation.

What are Exclaimer Cloud licenses based on?

Exclaimer Cloud licensing is based on the number of active email users in your organization.
(A user is defined as an individual email address that gets a signature applied.)
You either pay on a monthly basis or yearly basis for licensing.

I cannot update the payment method in the Exclaimer Cloud portal.

Only the owner of the subscription can add a payment method against their subscription.

Other users, even if they have Admin rights to the subscription, cannot add a payment method.

Subscription

Where can I find my subscription ID?

From the Overview tab (in the dashboard), click Manage against the required subscription. Under Subscription details is your subscription ID.

Can I add another login to my Exclaimer Cloud subscription?

Only the subscription owner or the subscription admin can add other users who can log into the Exclaimer portal.

Can I update the number of users on my Exclaimer Cloud subscription?

Only the owner of the Exclaimer Cloud subscription can update the number of users on their subscription.

Synchronizing User Contacts

Why can't I see a specific group (group implies members from the Microsoft 365/Azure AD or G Suite/Google directory) when defining which groups will be included to use the selected signature?

Only the contact details of the group synced with Exclaimer Cloud are available for you to select from.

See Signature Senders for more information on how to define specific senders (which includes, groups, email addresses or domains) from within your organization who will be included to use the selected signature.

Does Exclaimer Cloud work with groups that are hidden from the Global Address List?

Yes, groups that are hidden from the Global Address list are still synchronized by Exclaimer Cloud and can be selected as a condition when configuring signatures.

User Photos

Are user photos embedded or web-hosted?

All user photos that are uploaded into our system will be embedded into the message when the signature is applied.

Can I upload images for multiple users at once?

This is not possible in the current release, however, it is planned for a future release.

What happens if the user photo field is defined in the signature, but no image has been uploaded?

By default, the User Photo element is hidden in the signature for users who do not have an uploaded photo.