Start with where it breaks
Compare the snippet in Hively, the signature editor, a newly composed message and a received sample. The first place it changes helps identify what to fix.
Use the snippet for the correct team member. Keep the original signature somewhere safe while you replace only the Hively part. Clicking the faces is not needed to inspect appearance and can create real ratings.
HTML code appears instead of faces
Match the format you copy to the kind of editor you are pasting into.
- Visual signature editor: copy the rendered snippet with its linked images and text. Do not paste the code from Show snippet as HTML into the normal Outlook, Gmail or Mac Mail signature box.
- HTML/source editor: copy the complete HTML from Hively’s code view. Thunderbird’s Use HTML signature field is one example.
- Text-only editor: use the Plain Text snippet and its complete personal URL. Images cannot be retained in plain text.
See the guides for Outlook, Gmail, Thunderbird, Apple Mail, Yahoo and mobile apps.
Faces or links disappear while copying
Copy the entire snippet, including its surrounding text and links, and paste without an intermediate plain-text editor.
If you copy from Hively’s setup email, first ensure its images are displayed. Alternatively, copy directly from Snippets in Hively. Avoid “paste as plain text” for a graphical snippet. Reopen the signature after saving and inspect a fresh message.
Do not replace the whole snippet with a screenshot or manually insert unlinked smiley pictures. Each rating face needs its own destination link. If your email editor cannot retain them, use a personal text link.
Faces are missing only in received email
Recipients’ apps and mail systems may block remote images or alter message formatting even when the sender’s signature looks correct.
Send a sample to yourself and compare it in the receiving app. If that app offers a display-images control, it can help identify image blocking. Do not assume customers will enable images, and do not ask them to disable security controls globally.
Ensure the message is sent in a format that preserves HTML. Keep an understandable text invitation or personal link as an alternative. Adding Hively to an allowed-sender list does not guarantee images will display or prevent every spam-filter decision.
For centrally managed signatures or help desks, use the matching integration guide and the integration checklist.
Old Outlook 2000 instructions
The old Outlook 2000 workaround belongs to an obsolete editor and is not the setup method for current Outlook.
Use the current Outlook guide for the app you have. If an older or restricted editor cannot preserve the formatted snippet, use your personal text link or ask your email administrator which setup they support.
Still stuck?
Email support@teamhively.com with the email app and version, device, and the first stage where the snippet changes.
Include whether you copied the rendered snippet or HTML, whether it affects new messages or replies, and whether another receiving app shows the same problem. A screenshot with customer details removed can help. Do not send passwords or an entire customer conversation.