phishtriage

For everyone · 10 minutes

Something isn’t working

Find the problem that matches what you see. Each one says why it happens and what to do. Most of these steps are safe to try. A few change something straight away: Sign out, Leave team and deleting your scan history. Those steps say so where they appear.

I can’t find the PhishTriage icon

What you see: there is no PhishTriage icon next to your browser’s address bar.

Why: PhishTriage is an add-on for your browser; browsers call these extensions. Most browsers hide a new extension inside a menu until you pin it. In Edge it may already be there.

What to do:

  1. In the top-right corner of your browser, click the puzzle-piece icon. A list of your extensions opens.

  2. Find PhishTriage in the list.

  3. Click the pin icon next to it. In Edge, click the eye icon instead. In Firefox, click the gear icon next to it, then Pin to Toolbar. The PhishTriage icon now stays next to the address bar.

If PhishTriage is not in the list, it isn’t installed in this browser, or it has been switched off. See Install PhishTriage.

The PhishTriage button doesn’t appear in my email

What you see: you open an email and there is no PhishTriage button. Or the PhishTriage window says Page detected instead of Gmail detected or Outlook detected.

Why: usually one of these:

What to do:

  1. Open the email you want to check.

  2. Reload the page. Click the round arrow next to the address bar, or press F5 (on a Mac, Cmd and R).

  3. Click the PhishTriage icon. The window should now say Gmail detected or Outlook detected.

  4. Click Analyze Current Email. A panel opens on the right with the answer.

You don’t need a button inside the email: the PhishTriage icon does the same job. You may also see a blue PhishTriage button in the email itself, which does the same thing.

If your address bar starts with outlook.cloud.microsoft, see the next problem.

On other email websites, PhishTriage can’t check a single email. To PhishTriage, they are ordinary websites. Before you check anything there, read the warning under the next problem.

Outlook, at an address starting with outlook.cloud.microsoft

What you see: in Outlook there is no PhishTriage button, and the PhishTriage window says Page detected and Analyze Current Page, not Analyze Current Email.

Why: Microsoft also runs Outlook at outlook.cloud.microsoft. This version of PhishTriage doesn’t recognise that address as email, so it can’t read the email you opened there.

What to do:

  1. Look at the address bar. If it starts with outlook.cloud.microsoft, this is the reason. If it doesn’t, see The PhishTriage button doesn’t appear in my email.

  2. Type a different Outlook address into the address bar and press Enter. For a work or school account, use outlook.office.com. For a personal Outlook.com or Hotmail account, use outlook.live.com.

  3. If your mail opens and the address stays the same, check emails there as usual, with Analyze Current Email.

If Outlook takes you back to outlook.cloud.microsoft, PhishTriage can’t check single emails there in this version. Ask your IT team, or write to us (see the end of this page).

Don’t use Analyze Current Page there, or on any other email website, to check an email. It checks the whole page, including your list of emails, so its answer is not about the one email. If the answer is Don’t trust this or Be careful, it also sends us two things. One is a picture of what you can see in that tab, which is your inbox. The other is the page’s code, which includes the email you had open. To stop this, open the PhishTriage window, click Settings, and switch off Keep evidence of phishing. See What PhishTriage sees.

Nothing happens when I press Analyze

What you see: you press Analyze Current Page, the PhishTriage window closes, and no panel opens.

Why: browsers don’t let extensions check the browser’s own pages, such as a new empty tab, the settings pages, or the add-on store.

What to do: open the website you want to check, then press Analyze Current Page there. If it happens on an ordinary website, reload the page and try again.

The result says something went wrong

What you see: the PhishTriage panel shows a message instead of an answer, usually with a Try again button. Find your message below.

If a message keeps coming back, write to us with its exact words. If you see Technical detail under it, press that and copy what it says too.

“Too many scans right now. Give it a moment and try again.”

Why: PhishTriage limits how many checks it does in an hour, so that the service stays available for everyone. That limit has been reached for now.

What to do: wait a while. It can take up to an hour. Then check again: click the PhishTriage icon and press Analyze Current Email or Analyze Current Page. If you see this often after only a few checks, write to us.

I signed in, but I don’t see my scans in the portal

What you see: the PhishTriage portal opens, but your scans are missing or the lists are empty.

Why, and what to do: check these in order.

  1. This browser may not be signed in. Click the PhishTriage icon, then Settings. Look for Not signed in.

    If you see it, click Log in. A portal tab opens. Finish signing in there. When the portal says Device linked, you can close that tab. If it says Couldn’t link this device, click Log in again.

  2. Scans from before you signed in don’t show. The portal shows scans this browser made after it was connected. If you are in a team, it shows only scans made after you joined it, even to you. Check something new and it will appear.

  3. Each browser signs in separately. Scans from another browser or computer show only if you pressed Log in there too.

  4. Use the same Google account. Sign in to the portal with the Google account you used when you pressed Log in.

  5. Old scans are deleted. Scans are deleted automatically after a year, or after a shorter time that you or your team’s owner chose. Scans made before 4 October 2026 are deleted after 90 days. See How long we keep your checks. Our server also keeps a log of your checks, and that log is not deleted automatically. See Removing PhishTriage, and deleting your data.

  6. Your team may show totals only. If you belong to a team and see Not shown, your team is set to show totals, not each person’s scans. Ask the person who runs your team.

I want to start fresh

If you also want your data deleted, do that first. See Removing PhishTriage, and deleting your data. The buttons below give this browser a new Device ID, and the old one is no longer shown. We need the old one to find your data.

If this browser is signed in, the PhishTriage window has a button to disconnect it. Click the PhishTriage icon, then Settings. Find the line that starts with Signed in, Team or Part of a team. Next to it is one of these buttons:

Both do the same thing to this browser:

Leave team doesn’t take you off the team in the portal. To leave the team completely, ask the team’s owner to remove you.

To connect again later, click Log in. If you never signed in, there is no button to press: this browser was never connected to anyone.

Removing PhishTriage, and deleting your data

Before you remove PhishTriage, decide whether you also want PhishTriage to delete what it holds about you. If you do, start here:

  1. Click the PhishTriage icon. The PhishTriage window opens.

  2. Click Settings. The settings open below it.

  3. Click Advanced. More settings open.

  4. Write down the characters next to Device ID. Only the first eight show; that is enough.

  5. If you signed in, open the PhishTriage portal. If it asks, sign in with the same Google account. If you never signed in, skip the last two steps.

  6. On the Dashboard, under Your data, click Delete my scan history. A question asks if you are sure.

  7. Click OK. Your checks, and the other records kept under your account, are deleted at once. This can’t be undone. What PhishTriage sees lists what is deleted and what is kept.

To remove PhishTriage from your browser: right-click the PhishTriage icon and choose the option to remove it. The exact words depend on your browser, and it asks you to confirm.

If the icon isn’t next to the address bar, click the puzzle-piece icon first. Then click the three dots next to PhishTriage in the list (in Firefox, the gear icon), and choose the option to remove it.

Or open your browser’s extensions page: type chrome://extensions (Chrome, Edge, Brave) or about:addons (Firefox) in the address bar, and remove PhishTriage there.

Removing PhishTriage from your browser doesn’t delete anything on PhishTriage’s servers. That is what the email below is for.

To ask us to delete your data: email privacy@phishtriage.com. Include:

There is no delete button for your portal account; the same email address handles that too. We answer within 30 days.

If you do nothing, scan records are deleted automatically after a year, unless you or your team’s owner chose a shorter time. Scan records made before 4 October 2026 are deleted after 90 days.

Our server’s log is different. Our server writes a line in it each time it checks an email or a page for you. It also writes one each time Background protection sends it a website name or address. A check’s line includes your internet address (your IP address). It also holds enough to work out who sent the email or which website you checked. Nothing in PhishTriage deletes this log automatically, and Delete my scan history doesn’t either. The email above covers it: we clear your lines by hand.

A few other kinds of records are also kept longer; the privacy policy lists them.

Still stuck?

Write to us. A person reads every message. Tell us which browser you use, what you did, and the exact words you see on screen. See Contact & support.