How can we help?
Choose the symptom closest to what you're experiencing.
The most common cause is that the page doesn't contain any phrases from the detection library — or hasn't loaded them yet. Try these in order:
- Reload the page (the extension scans on load)
- Open the Dense Language Test page — it should immediately show 120–140 highlights. If it does, detection is working correctly and the page you were on genuinely has no flagged phrases.
- Check the extension is not paused — click the shield icon and confirm the main toggle is on.
The library flags institutional and bureaucratic language — it won't trigger on most general web content. Try policy documents, corporate press releases, government statements, or sustainability reports. The report page shows the kind of content that triggers detections.
If a specific site you expect to trigger isn't being scanned, it may use a very unusual DOM structure. Contact support with the URL.
This means phrase detection itself isn't running. Check:
- Is the extension enabled? Go to
chrome://extensions(Chrome) oredge://extensions(Edge) and confirm unmask.shield is toggled on. - Did you install from developer mode? If so, try reinstalling from the Chrome Web Store or Microsoft Edge Add-ons for a clean install.
- Has the browser blocked the extension on that page? Some enterprise-managed Chrome or Edge installs block extensions on internal URLs.
If none of these apply, email support with your browser (Chrome or Edge), its version, and your OS.
PDFs and document editors (Word Online, Google Docs, PowerPoint, OneNote) can't be scanned directly — they use proprietary rendering that doesn't expose text to the extension. Use the clipboard scan instead:
- Select all text in the document (Ctrl+A / Cmd+A)
- Copy (Ctrl+C / Cmd+C)
- Click Scan in the extension popup
The free Personal key includes 50 AI detection scans per day — no credit card needed. Register here → Your key arrives by email within a minute.
If you need higher limits or API access, see the pricing page →
Check your email (including spam) for the activation message. Keys are activated instantly on registration — if you haven't received the email within 5 minutes, email hello@unmask.tools with the address you registered with.
Visit your account page → and enter the email address you registered with. We'll send you a one-time sign-in link to view your API key, plan, and usage. The link expires after 15 minutes.
Check a key:
Select your platform:
- Make sure Emails & Messages is toggled on in the popup.
- Open an email thread (not just the inbox list) — the scanner reads the open message body.
- Reload the tab after enabling the toggle for the first time.
- Compose scanning also works — flagged language in your draft appears in the popup while you write.
- Works on
outlook.office.com,outlook.live.com, and Microsoft-managed MCAS proxy URLs. - Toggle Emails & Messages on, then open an individual email (click to open, don't just hover).
- Outlook Desktop (the native app) is not supported — only the web version.
- Works on
app.slack.comin Chrome or Edge — not the desktop app. - Toggle Emails & Messages on and reload the Slack tab.
- The scanner reads the visible message pane. Scroll to load older messages if needed.
- Works on
teams.microsoft.comin Chrome or Edge. - Toggle Emails & Messages on and reload the Teams tab.
- Teams Desktop (native app) is not supported — use Teams in the browser.
- If your organisation uses MCAS proxy, the extension still works — MCAS URLs are supported.
- Works on
web.whatsapp.com. - Toggle Emails & Messages on and reload. Open a chat — the scanner reads the visible message thread.
- WhatsApp mobile/desktop apps are not supported.
- Toggle Emails & Messages on and reload the LinkedIn tab.
- Open a message thread — the scanner reads the visible conversation.
- Compose scanning works in the message input box.
- Works on
web.telegram.org(both Web K and Web A versions). - Toggle Emails & Messages on and reload. Open a chat to scan messages.
- Toggle Emails & Messages on and reload. Open an individual email to scan it.
- Proton Mail renders messages inside an iframe — the extension handles this automatically.
- Works on
discord.comin Chrome or Edge — not the desktop app. - Toggle Emails & Messages on and reload. Open a channel or DM to scan messages.
- Works on
chat.google.com. - Toggle Emails & Messages on and reload. Open a space or DM to scan messages.
- Works on
copilot.microsoft.comandm365.cloud.microsoft. - The extension scans Copilot responses automatically — no toggle needed.
- Enable the email/messaging toggle in the extension popup to scan posts and compose boxes.
- Works on
engage.cloud.microsoftandweb.yammer.com, including MCAS proxy. - Compose detection scans your post as you type — the badge appears above the editor if phrases are found.
- Enable the email/messaging toggle in the extension popup to scan Loop pages.
- Works on
loop.cloud.microsoft— the full page editor is scanned automatically. - Compose detection watches the editor as you type — the badge appears if phrases are found.
- These editors use proprietary rendering — the extension cannot scan them inline.
- Use the clipboard scan: select all (Ctrl+A), copy (Ctrl+C), then click Scan in the popup.
- Results appear in the popup's Detections panel. Click any phrase to copy it, then use the editor's Find bar (Ctrl+F) to locate it in the document.
- Open the PDF in Chrome or Edge, select all text (Ctrl+A), copy (Ctrl+C), then click Scan in the extension popup.
- If the PDF is image-based (scanned document), there is no text to copy — OCR is not currently supported.
- The text is processed entirely in your browser; nothing is sent to a server.
Check the full platform support matrix for your app — it lists every tested platform with read and compose status.
Platform support matrix → or Platform table in FAQ →Still stuck? Our team typically replies within one business day.
Email support →Before emailing, check the full FAQ — it covers every feature in detail.