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Support & Troubleshooting

Troubleshooting

"Licence not valid" or prompted to contact support
Your licence may have expired or the Odoo URL doesn't match the one registered with your licence. Contact your administrator or support@openusersystems.com.

Add-in doesn't appear after installation
- Try restarting Outlook. On Outlook Classic, go to File > Manage Add-ins and confirm OUS Hub is enabled and not disabled.
Note: Outlook Mobile requires 24 hours before it appears as a choice to install. - On Outlook Classic, try clearing the add-in cache: Close Outlook, then delete the contents of: %LOCALAPPDATA%\Microsoft\Office\16.0\Wef\ Reopen Outlook — it will re-fetch and re-register all add-ins from the manifest.

Login fails with "Invalid credentials"
Double-check your API key — it is not the same as your Odoo password. If in doubt, generate a new key under My Profile > Account Security in Odoo.

API Keys option is missing in Odoo
On Odoo 13 and below, API keys are only visible in debug mode. Visit https://your-odoo-domain/web?debug=1 and then navigate to My Profile.

Email content doesn't appear in the Odoo chatter
Check that your Odoo user has access rights to the record you are attaching to. Contact your Odoo administrator if you are unsure.

Contact Card shows "No contact found"
The sender's email address is not yet in Odoo. Use Create Contact to add them, or Search & Attach to link the email to an existing record manually. OUS Hub will remember the match going forward.

Hosting and Data Privacy

  • No personal or email data is processed by AI or stored.
  • All Odoo API calls are proxied through a secure edge gateway. Your Odoo credentials are never stored in the add-in or database itself.
  • No access to your Odoo database is possible by OUS.
  • Your code runs automatically in Cloudflare's data centres around the world. When someone uses your service, it responds from whichever location is closest to them at that moment.
    Cloudflare has data centres in over 120 countries, including London and 56 other European locations.
    https://www.cloudflare.com/network/
  • The addin files are copied to Cloudflare's servers worldwide. When someone visits your site, they download it from the nearest server, so it loads quickly.
    No personally identifiable or system data is stored here.
  • D1 Database: Uses EU data-centres for licensing. No personally identifiable information stored, only company name, user ID (numeric), database name, URL.
  • DPA (Data Processing Addendum)
    https://www.cloudflare.com/cloudflare-customer-dpa/
  • Trust Hub
    https://www.cloudflare.com/trust-hub/
  • GDPR compliance
    https://www.cloudflare.com/trust-hub/gdpr/

Support & Feedback

OUS Hub for Outlook is developed and maintained by Open User Systems | © Open User Systems Ltd