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Frequently Asked Questions

The following FAQ's will assist with common questions.  Please also review the support/resources, join the OnePlaceMail Community or contact us if we can assist you further.

  • General

    How often do you provide updates for the desktop Software?

    The general cadence is on a quarterly basis – see What’s New. It is not a requirement for a customer to deploy every update.

    Can I provide a product review?

    Yes, please provide a review on Microsoft AppSource. Thank you for your support.

    You can also contact us if there is anything we can do to assist.

    Are there feature differences between OnePlaceMail Desktop and OnePlaceMail App?

    The OnePlaceMail Desktop and OnePlaceMail App do offer some of the same core capabilities such as saving an email / attachment to SharePoint. However, there are differences in both the environments each support and capabilities such as Microsoft Teams integration provided by the App.

    Detailed Feature Comparison

    Are you planning to bring feature parity to the OnePlaceMail App?

    We plan to bring further capabilities to the OnePlaceMail App where it’s technically possible and there is a user/business requirement.

    Can I provide feedback/suggestions for product enhancements?

    Yes, we really appreciate your feedback and suggestions. Your feedback helps influence our product roadmap.

    How often do you provide updates for the app?

    The OnePlaceMail App is updated frequently, normally once a month. The changes are immediately available as the solution is running as a service in Microsoft Azure.

    Are you continuing to develop and enhance the desktop software?

    Yes, we are continuing development on the desktop software and encourage your feedback/suggestions to influence our roadmap.

    Do you support saving to Microsoft Teams?

    Yes, the OnePlaceMail App supports saving to Microsoft Teams Channels.

    What is the difference between the desktop and app Solutions?


    The desktop software supports connecting to Office 365, SharePoint on-premises (2010, 2013, 2016, 2019) and hybrid environments. Desktop solutions are physically installed on Windows desktop machines and support Outlook/Office 2010, 2013, 2016, 2019, Office 365.


    The app works across different devices and form factors, including Windows, macOS, Web Browser, iOS and Android devices. The App works on Office 365 environments with Microsoft Exchange and SharePoint online and Microsoft Teams.

    The app is available in Microsoft AppSource and is centrally deployed via the Office 365 administration portal.

    Detailed Feature Comparison

  • Lite (Free Plan)

    Are the Lite Plans free?

    Yes, both the Lite App and Lite Desktop Plans are free.

    • The Lite App Plan includes the OnePlaceMail App
    • The Lite Desktop Plan include the OnePlaceMail Desktop software

    What are the restrictions/limitations of the Lite Plan?

    Lite App Plan

    Lite Desktop Plan

    What is a transaction?

    Currently a transaction in the OnePlaceMail App is a Save to SharePoint process being completed.

    If saving an email with multiple attachments, the process of saving the email and all attachments in the same process is counted as one transaction.

    In the future, other processes may count towards being a transaction.

    Can I create a technical support ticket on a Lite Plan?

    No, technical support is limited to the online knowledgebase, user documentation and feedback forum.

    Can I perform a product evaluation on a Lite Plan?

    We recommend starting a free 30-day trial as you receive 25 users and access to technical support services during your trial. There are no functional restrictions or transaction limits on the 30-day trial plans.

    How many users in my organisation can use the Lite Plan?

    The Lite App Plan is designed for personal use and is restricted to one user.

    Why upgrade to a paid plan?

    Lite App Plan

    • Provides access to technical support
    • Removes the monthly transaction count limitation

    Lite Desktop Plan

    OnePlaceMail Lite provides a subset of the features provided by the full commercial version of OnePlaceMail Desktop. There are many benefits to upgrading to a paid plan described on the following OnePlaceMail Lite upgrade benefits page.

    Can my organisation have a mix of both paid users (paid plan) and Lite Plan users?

    Yes, the Lite Plan users will each have their own subscription (unique Subscription ID), where a paid plan will have a single Subscription ID and multiple users. Users can move to the paid plan as required.

    Can I use the OnePlaceMail App on all Microsoft Outlook clients including mobile devices and the web browser?

    Yes, this is one of the benefits of using the OnePlaceMail App in a modern workplace.

    Can I use the OnePlaceMail App with my personal email account (e.g. Gmail or Outlook.com) account?

    No, the OnePlaceMail App currently allows you to save to Office 365 business accounts. You will need to register/login with your Office 365 business email address.
  • 30 Day Trial

    How long does my trial last for?

    The free trial is provided for 30-days.

    How many users can use the 30-day trial?

    The trial allows for 25 users. Contact our Customer Success Team if additional users are required during your trial.

    Are there any restrictions during the 30-day trial?

    No functional restrictions are applied, you have access to all product features.

    What’s included in the 30-day trial?

    App Plan

    • OnePlaceMail App

    Desktop Plan

    • The full OnePlace Solutions Desktop Suite (OnePlaceMail Desktop, OnePlaceDocs Desktop, OnePlaceLive)
    • OnePlaceMail App

    Do I need to pay for the 30-day trial?


    Can I raise a support ticket on the OnePlace Solutions website during my 30-day trial?

    Yes, support tickets can be created from the OnePlace Solutions support & resources page.

    Can I receive a product demonstration/presentation to help with my evaluation?

    Yes, please contact us for a demonstration/presentation.

    Are there any best practice resources to help with my trial?

  • Licensing: General

    What is the minimum number of users I can buy?

    The minimum initial license purchase is 10 users.

    What is the minimum additional user purchase?

    Additional user licenses can be purchased for your subscription at a minimum of 5 users. The license fee will be provided on a pro-rata basis to align with your renewal date.

    What is the maximum number of users I can buy on the website?

    The website allows you to buy an annual subscription for up to 200 users. For larger purchases volume discounts apply, and a quotation can be provided upon request.

    What is the best practice for an enterprise deployment?

    We recommend following these steps to assist with an enterprise deployment. For any other questions, please add to the comments when submitting the form or contact us.

    Is there any discount for larger user purchases?

    Yes, pricing is consistent for up to 200 users and volume level discounts apply thereafter. Please request a quotation.

    Is licensing per user or consumption based?

    Subscription licenses are provided on a named user basis. The licenses are not concurrent but can be transferred if the license is no longer being used.

    Can a user license be used on multiple machines/devices?

    Yes, a user (with the same user login credentials) can have multiple machines/devices and this will be counted as only one user license.

    Can I buy a different user count for the optional add-ons?

    No, however you can purchase multiple subscriptions plans to meet your requirements.

    Do users from multiple subscriptions count towards volume discounts?

    Volume pricing discounts are provided on per subscription basis. User counts from additional subscriptions do not influence the volume discount on the current subscription.

    Can my organization have multiple subscriptions?


    Are multi-year discounts available?

    Yes, 2-year 10% and 3-year 15% discounts apply for subscriptions paid in advance. Please request a quotation.

    Can I buy additional users via the website?

    No, not at this time as pro-rata pricing is required. Please contact us for a quotation.

    What currency can I purchase my subscription in?

    Subscriptions are available in USD, EUR, GBP and AUD. The subscription currency is determined by your location.

    Can I add the OnePlaceMail App to the Desktop Plans?

    Yes, the OnePlaceMail App can be added to the Desktop Plans as an optional add-on. All add-ons must match the same user count as the base plan.

    What is the cancellation policy?

    Licences are active for the duration of the Subscription Term upon sign-up or renewal in accordance to the End User Licenses Agreement.

    Can I add or removed licenses throughout my subscription?

    Additional user licenses can be added to a subscription during the Subscription Term. The licenses will be provided on a pro-rata basis to the subscription renewal date and any multi-year discounts will be applied.

    User licenses can be removed and will be applied at the subscription renewal. Removed user licenses will not result in a pro-rata credit as the terms of purchase are for the period of the subscription term.

    Are user licenses concurrent or named user?

    Licenses are based on named users and are not concurrent. However, licenses can be transferred if someone is no longer using the software or has left the business.

    What are the subscription period terms?

    Subscriptions are provided on an annual basis. Other options of 2-year or 3-year subscriptions paid in advance attract a 10% and 15% discount.

    Can I purchase licenses through a partner?

    Yes, we have exceptional partners who can assist with your subscription, professional services and first level support. Please see our partners or contact us if you would like us to speak with your preferred service provider.

    Do you provide partner margins?

    Can I buy additional licenses during the term of my subscription?

    Yes, licenses can be added to your subscription. The license fee will be provided on a pro-rata basis, so you have a single renewal date. Please contact our Customer Success Team for a quotation and any volume discounts that may apply.

    Can I upgrade my plan throughout the subscription period?

    Can I downgrade my plan throughout the subscription period?

    No, the subscription plan and volume discounts are provided for the Subscription Term. The plan and user quantity can be adjusted at each renewal.

    Can I purchase licenses online?

    Yes, new subscriptions can be purchased for up to 200 users online. Larger user quantities attract volume discounts and a quotation can be provided.

    Additional licenses should be requested by contacting our Customer Success Team to ensure any volume discounts and pro-rate adjustments are applied.

    Can my subscription have a mixed number of users across the same subscription?

    No. All add-ons must have the same user count as the base subscription. However, an additional subscription can be created.

    Do I benefit from the tiered discounts across multiple subscriptions


    Do you offer not for profit discounts?

    Yes, discounts are provided for approved and verified not for profits at the discretion of OnePlace Solutions. Please request a quotation and provide not for profit details.

    Do you offer Government discounts?

  • Licensing: Customers with Perpetual

    Why subscription licensing going forward?

    With the launch of the OnePlaceMail App and roadmap for additional cloud-based offerings, licensing is provided on a back to back basis with the consumption model provided by Microsoft Azure.

    The subscription plans provide a single, simple licensing model for all our customers with defined plans, providing greater flexibility to mix the desktop software, OnePlaceMail App and add-ons to meet the varying and changing business requirements of our customers.

    What happens if I have an existing perpetual license?

    Customers who have previously procured perpetual licenses will retain these licenses. We’re not removing these licenses from our customers.

    Existing perpetual licenses count towards volume discounts under the subscription model and a single renewal date is retained for any additional purchases.

    For simplicity, your existing perpetual licenses will map to a subscription plan and any additional user licenses will be procured on this same plan.

    What happens if I cancel my subscription?

    Additional licenses purchased under subscription licensing will be deactivated. Your original user count of perpetual licenses will be re-instated for the desktop software. Therefore, you will have access to use you your original user count on a perpetual basis up to the current release as at the time of the subscription cancellation. You will not have access to technical support or any additional maintenance/upgrades provided under your subscription/support and maintenance.

    Can I purchase additional licenses on a perpetual basis?

    No, all new licenses are provided on a subscription basis. This ensures a single, simple licensing model moving forward while respecting any previous perpetual licenses purchased.

    Do existing perpetual licenses count towards volume discounts?

    Yes, volume discounts start at 200 users and increases as the volume of user licenses increase.

    Do I maintain a single renewal date?

    Yes, a single renewal and billing date is retained.
  • App: Deployment & Configuration

    Does the app work for on-premises and Office 365 environments?

    No, the app works in Office 365 environments only. The OnePlaceMail App requires both Exchange online and SharePoint online.

    What Outlook environments does the OnePlaceMail App support?

    • Outlook Windows 2013, 2016, 2019, 365
    • Outlook for iOS
    • Outlook for Android
    • Outlook on macOS
    • Outlook Web Browser (OWA)

    How do I manage licenses under subscription?

    Licensing for the app is managed centrally via a single subscription key. Instructions for the deployment of the Subscription ID are provided as part of your 30-day trial or subscription purchase.

    How do I manage app users under subscription?

    • Licenses for the app are managed centrally via a single subscription key. A user will be associated with the subscription upon entering the Subscription ID within the app.
    • The subscription is bound to an Office 365 Tenant ID and therefore only allows users within this Office 365 environment to use the Subscription ID. If you have multiple Office 365 environments, Contact Us to allow additional Office 365 (Tenant ID’s) to be associated with your subscription.

    How do I update the app?

    Updates for the OnePlaceMail App are provided automatically as part of the centrally managed service in Microsoft Azure.

    How do I provide the subscription key to all my users?

    Each subscription has a unique Subscription ID. The Subscription ID must be entered once for each user and will be requested to be entered by the end user upon the first use of the app. Unfortunately, we don’t have a central mechanism to deploy a Subscription ID although we’re continuing discussions with Microsoft to make this easier.
  • Desktop: Deployment & Configuration

    Does the desktop software work for on-premises and Office 365 environments?

    Yes, the desktop software supports connecting to Office 365, SharePoint on-premises (2010, 2013, 2016, 2019) and hybrid environments.

    What Office environments does the desktop software support?

    Outlook/Office 2010, 2013, 2016, 2019 and 365 are supported.

    How do I manage license keys for the desktop software?

    • The OnePlace Solutions R7.x desktop software is managed through a central license key deployed within your SharePoint on-premises or Office 365, SharePoint online environment. Instructions for creation and deploying your licenses key is found within the online documentation.
    • The OnePlace Solutions R8.x desktop software will provide integration with the single subscription key available in the app.

    How do I manage my desktop users under subscription?

    • The OnePlace Solutions R7.x desktop software is managed through a central license key deployed within you SharePoint on-premises or Office 365, SharePoint online environment. The list of users is maintained within this central license list. Users are automatically added to the list upon first use of the software. A user may be removed from the list and the thereby enabling the license to be transferred if the original user is no longer using the software.
    • The OnePlace Solutions R8.x desktop software will provide integration with the single subscription key available in the app.

    How do I update the desktop software?

    How is the desktop software deployed to my users?

    How do I provide the license key to desktop software users?

    We recommend using a switch parameter on the MSI file and centrally deploying via group policy, SCCM or through your preferred software deployment technology.

    Refer to the Best Practices Enterprise Deployment guide.