Drumkit isn't showing up or loading

Last updated: October 23, 2026

Most of the time a missing or blank sidebar means you're signed out, the add-in or extension needs a refresh, or (in Gmail) Chrome is on the wrong profile. Start with the checks for where you use Drumkit.

In any app

What you see

Fix

Drumkit had an unexpected error!

Click Refresh Page. If it comes back, email support@drumkit.ai with a screenshot and what you were doing.

A sign-in button instead of the sidebar

You're signed out. See Sign in, sign up or reconnect.

A yellow banner: Outlook reported an issue. (or Gmail)

The sidebar loads, but Drumkit can't read new email. Click Click here in the banner to re-link.

Your Drumkit features are not yet configured.

You're signed in, but nothing is turned on for you yet. Contact your Drumkit admin or support@drumkit.ai.

The sidebar loads, but Kit shows nothing

That's a different problem. See Kit is still reading, or didn't find my request.

Outlook

  1. Open an email first. Drumkit opens from an email you're reading or writing. In the toolbar above the message, click Apps, then Drumkit.
  2. Pin it again. Outlook sometimes unpins add-ins on its own, especially after a restart. Click the pin icon at the top of the Drumkit pane.
  3. Refresh Outlook. Close and reopen desktop Outlook, or reload Outlook on the web.
  4. Reinstall the add-in. Follow the steps in Install Drumkit in Outlook and pin it.
  5. Still blank in Outlook on the web? Clear your browser cache, then try again.

If Drumkit isn't in your apps at all and you can't add it, your company may manage add-ins centrally. Ask your IT team.

Chrome extension (portals, TMS pages, Gmail)

  1. Click to open it. Chrome won't open the sidebar by itself. Click Open Drumkit on the page or the Drumkit icon in your toolbar.
  2. Refresh the tab. If you see A new version of Drumkit was installed., or the page was open before you installed Drumkit, refresh it.
  3. Check you're on a supported page. On portals and TMSs, Drumkit works on a load's own page (the bid or details page), not on every screen. On some portals you need to click a load first. See Use Drumkit on a bidding portal.
  4. Check the extension is on. Go to chrome://extensions and make sure Drumkit is switched on.

Gmail: check your Chrome profile

In Gmail, Drumkit needs your Chrome profile to match the Gmail account you're reading, or to be a plain profile with no Google account.

Your setup

Works?

Example

Matching profile

Yes

Chrome profile and Gmail are both rep@northwindfreight.com

Plain profile, not signed in to Google

Yes

A profile called "Person 1" with no account

Mismatched profile

No

Chrome is signed in as a personal account, Gmail is your work account

Incognito or Guest window

No

–

To fix it: switch to the Chrome profile that matches your work Gmail (click your profile picture at the top right of Chrome), or use a plain profile. Close Incognito and Guest windows and open Gmail in a normal window.

Still stuck?

Email support@drumkit.ai with:

  • Where you use Drumkit: new Outlook, classic Outlook, Outlook on the web, Gmail, Front, or a portal or TMS in Chrome
  • A screenshot of the whole window, sidebar included
  • What you've already tried from this page

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