If the Word Add-in does not behave as expected, most issues clear up in a few steps. Work through the list below in order.

Step by step

  1. Reload the task pane: Close the Add-in pane in Word and open it again. Alternatively, use the Options menu (the three dots ⋮) at the top of the Add-in: Reload reloads the pane and Clear Web Cache fixes stubborn display glitches. Get Support also takes you straight to our support.

    Screenshot: the Options menu (⋮) with Reload and Clear Web Cache

  2. Sign in again: Sign out and back in to recover an expired session. Have your credentials and, if applicable, your Two-factor authentication ready.

  3. Check your connection: Make sure you have a stable internet connection. AI features such as drafting, translation and document tests need an active connection.

  4. Check permissions: If whole features are missing, your organization may control access. See Access restricted for more.

Good to know

  • Restart Word: If reloading does not help, close Word completely and open it again.
  • Still need help? Use Get Support in the Options menu (⋮) to reach our support team directly.