This articles outlines the most common issues related to Hoxhunt's Gmail report button.

If you are an Outlook user, please check out this article instead: Troubleshooting missing Hoxhunt button in Outlook

Locating Hoxhunt Google Workspace add-on

1. Locate the arrow in the bottom-right corner of your Gmail screen.

2. Click it to open the side panel.

3. The Hoxhunt button should now be visible.

4. If you still can't see Hoxhunt button, make sure you don't have any third-party extensions obstructing your view to Hoxhunt button.

Troubleshoot errors in Hoxhunt Google Workspace add-on

No subscription set. You have not been added to the Hoxhunt network.

Potential root causes:

• You don't yet have a user account in Hoxhunt
• You have a duplicate user account in Hoxhunt
• You have multiple email accounts in Gmail so we don't identify you properly.

Please contact Hoxhunt Support at support@hoxhunt.com and let us know your email addresses.

Content can't be loaded. Try reloading the add-on.

This is a temporary issue. Please try any of the following and see if the issue gets resolved:

• Log out of Gmail and log back in.
• Clear your browsing cache.

• Relaunch your web browser.

   

"Reporting was successful" but nothing happens

This can happen when you report a Hoxhunt phishing simulation but your browser's pop-up blocker prevents the results window from opening. Please check your browser's built-in pop-up blocker settings. If you are using a third-party pop-up blocker, check its settings too.

Invalid credentials

This error is known to occur with customers who have Context-Aware Access (CAA) rules in place in their Google Workspace tenant. If your CAA rule included geolocation restrictions, Google API may be restricted to use communicate with Hoxhunt Workspace add-on's backend services (located in Belgium, Europe).

Please contact Hoxhunt Support for assistance on how to exempt Hoxhunt's backend services from your CAA rule.

Locating Hoxhunt Private Gmail add-on (deprecated)

1. Locate the arrow in the bottom-right corner of your Gmail screen.
2. Click it to open the side panel. 

3. The Hoxhunt button should now be visible.

Troubleshoot errors in Hoxhunt Private Gmail add-on

Spam and suspicious messages can't be used for recommended content or actions. Try searching for messages in your inbox.

This error occurs when Google has already categorized the email as spam or suspicious. You may also see an orange or red warning banner at the top of the email.

When the suspicious email is not one of Hoxhunt's training emails, please follow your company's guidelines how to report the email to your Security team.

If you spot the email to be one of Hoxhunt's training email, there's no way for you to report it to Hoxhunt. In case this happens, try the following:

• Make sure the email is not in your Spam folder when you are reporting it.
• Check the email's headers (source) and provide them to Hoxhunt Support (support@hoxhunt.com) along with a screenshot of the complete email view (including any banners and the error message).
• Avoid using Gmail's native Report phishing and Report spam options, as you may report a Hoxhunt training email by mistake.

NOTE: Despite our best efforts, Google may sometimes disregard bypass rules made for Hoxhunt training emails. In our experience, the results vary even between employees within the same company.

Hoxhunt Support can re-send the training email to you in hopes it will then be reportable.

Oh snap! Error [object Object]

This error can occur in few scenarios when you are trying to report a Hoxhunt training email:

• Your name and email address have changed, causing a duplicate user account to be created in Hoxhunt.
• You are reporting a Hoxhunt training email that was originally sent to another user and then forwarded to you
• You are reporting a Hoxhunt training email that has been removed by Hoxhunt 

Contact Hoxhunt Support for assistance at support@hoxhunt.com and refer to this KB article.

Oh snap! Error Authentication failed

This is a fairly rare error. If it occurs, it occurs every time when you try to use Hoxhunt.

We don't have a solution available at this time. Nevertheless, contact Hoxhunt Support at support@hoxhunt.com and refer to this KB article.