Support

Common issues

“This attachment isn't supported”

The add-in merges PDF, Word, Excel, PowerPoint, and image files (PNG, JPG, GIF, BMP, TIFF), by design, nothing else. Unsupported attachments are greyed out and left out of the merge; the rest of the email still converts fine.

OneDrive / SharePoint attachments are greyed out

Links to cloud files don't contain the file itself, so they can't be merged. Download the file and re-attach it, or convert it separately.

“You've used all your free merges this month”

The free tier includes 3 merges per calendar month. It resets on the 1st. Upgrade to Pro ($10/month) for unlimited merges, the button is in the add-in.

Managing or cancelling your subscription

"Manage billing" in the add-in opens Stripe's customer portal; Stripe emails you a code to confirm it is you. If the portal shows a subscription for a different Innova Apps product instead of Save Email as PDF, email us and we will cancel it for you.

The download didn't start

Downloads open in your browser (Outlook's panes can't save files directly). Check your browser's download list; links are valid for 30 minutes. If the link expired, just merge again.

I bought Pro but the add-in still says free

Make sure you completed checkout with the same email address shown in Outlook. It can take a minute to activate, close and reopen the task pane. Still stuck? Email us with your receipt.

Password-protected PDFs

Encrypted PDF attachments can't be merged. Remove the password first, or deselect that attachment.

Managing your subscription

Open the add-in and click Manage billing to update your card, view invoices, or cancel. Cancellation takes effect at the end of the current billing period.

Requirements

A Microsoft 365 / Outlook.com mailbox in the new Outlook for Windows, Outlook on the web, or Outlook for Mac. (Classic Windows Outlook with a Microsoft 365 subscription works too.)