Gmail Phish Report Button Troubleshooting

Problem

Likely cause

Fix

The add-on does not appear in Gmail

The install has not finished, or the user is not in the organisational unit or group it was installed for

Allow up to 24 hours after installing. In the Google Admin console, go to Apps > Google Workspace Marketplace apps, open Phish Report and check who has access.

A user sees Permissions needed

They unticked a permission when Google asked

Ask them to click Grant permissions and tick every permission.

Connect shows an error

The domain is connected to another Boxphish account, or none of your synced users are on that domain

Check the domain is spelt correctly and your users are synced from Google Workspace.

Problem

Likely cause

Fix

Every report shows Thank you, even for Boxphish simulations

Forward Phish Emails is off, or Send Email to is empty

Switch Forward Phish Emails on, enter your security team's address and click Save.

One user's reports always show Thank you

The user is not in Boxphish

Check they are synced from Google Workspace on the portal's Users page.

The email is still in the inbox after reporting

Gmail has not refreshed yet

Refresh Gmail. The email has already been moved to Bin.

The email is still there after refreshing

Domain-wide delegation is missing or wrong, or the domain is not connected

On the portal's Google Workspace card, click Test connection. If it fails, check the Client ID and OAuth scope in the Google Admin console match the portal exactly.

Problem

Likely cause

Fix

Your security team receives nothing

Send Email to is wrong, or the email went to their junk folder

Check the address in the portal and the team's junk folder. Only real emails are forwarded; Boxphish simulations are not.

Your security team receives a text copy, not the original email

Forward as the original email (.eml) is off, delegation is not set up, or the email is over 10 MB

Switch the setting on and click Test connection. Emails over 10 MB are always sent as a text copy.

Problem

Likely cause

Fix

The panel shows the Boxphish logo, not yours

No logo has been uploaded in the portal

Upload one under Settings > Branding > Theme.

Customisation changes do not show

Gmail keeps the previous look for up to 10 minutes

Wait 10 minutes, then open an email again.