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Troubleshooting GPT for Word

This article addresses the most common problems that can be encountered while using GPT for Word. We'll provide fixes and guidance for troubleshooting everything from API key and free trial issues to cut responses and rate limits.

Problems​

I bought a pack but my balance is empty​

Problem: You have purchased a pack but your balance in GPT for Word is still empty.
Solution
Click on your balance in GPT for Word and check that you are using the Microsoft account with which you have purchased your pack.

My packs have disappeared​

Problem: You have purchased packs and used GPT for Word but now all your packs have disappeared from the usage tracking screen.
Solution
Click on your balance in GPT for Word and check that you are using the Microsoft account with which you have purchased your packs.

I have a ChatGPT Plus subscription, but my balance is empty​

Problem: You have a ChatGPT Plus subscription, but GPT for Word still says that your balance is empty.
Solution

OpenAI's ChatGPT Plus subscription is neither necessary nor sufficient for using the GPT for Work extensions.

Buy a pack to add money to your balance in GPT for Word.

My response is cut or incomplete​

Problem: The response you get from GPT for Word seems truncated.

Solution

Models have a maximum token limit, which is the maximum total number of tokens that can be used in both the input and the response. This means models may not provide complete responses to long queries or when a large portion of text is selected as input. Check the token count for your input in GPT for Word sidebar.

To stay within the token limit, click on Clear chat to delete your chat history or break up your work into smaller parts. You can also select a model with a higher limit (context window).

I'm getting one-word responses​

Problem: Whatever you ask, GPT for Word provides only one-word responses.

Solution

Click on Clear chat to delete your chat history. This deletes prior chat messages that can get in the way of your current request.

I want to uninstall​

Problem: You are not using the add-in in Word or Excel, and you want to uninstall it.
Solution
To remove the add-in from Word and Excel, follow the steps described in our uninstallation article.

Errors​

Your API key is too limited​

Problem: If your OpenAI organization is using a free trial, the rate limits of your API key will be too low to be used in GPT for Word.
Solutions

If you are not using an OpenAI free trial account​

Check that your OpenAI organization is correctly set in GPT for Word:

  1. Select API keys from GPT for Word sidebar menu.
  2. Enter your OpenAI organization ID in the format org-xxxxxxxxxxx, and click Save. This step is crucial if you are part of multiple organizations, as it ensures that billing for usage in GPT for Word is attributed to the appropriate account.

    Important Note: To check if the organization you are using has remaining credits, follow these steps:

    1. Click on your user icon in the bottom left corner and select the appropriate organization.

    2. Go to Billing settings to check if you have remaining credits.

If you are using an OpenAI free trial account​

  • Option 1: Continue without an API key.
    This option is suitable for immediate use and if using your API key is not a priority. Select Continue without API key to clear it from GPT for Word. Learn more about billing.
  • Option 2: Buy OpenAI credits for increased API rate limits.
    1. Go to OpenAI billing settings.
    2. Add your payment details.
    3. Purchase OpenAI credits starting at $5 to upgrade your account from the Free tier to Tier 1. This change increases your rate limit from 3 to 3,500 requests per minute with the gpt-3.5-turbo model. Note that TPM (Tokens Per Minute) limitations still apply, and further tier progression is necessary for greater TPM access.
    4. Wait up to 30 minutes for the new API key limit to become active.

OpenAI API not working with your key​

Problem: While your OpenAI API key is recognized as valid, it is not working due to one or more of the following reasons:

  • You haven't purchased OpenAI credits (if you're on a prepaid billing plan).
  • You haven't added a payment method to your OpenAI account (if you're on a legacy monthly billing plan).
  • Your default OpenAI organization isn't correctly set.
  • You have added a payment method or purchased OpenAI credits within the last 30 minutes and you still get this message.
Solutions
  1. Go to OpenAI billing settings.
  2. Add payment details.
  3. Purchase OpenAI credits.
  4. Go to API keys in GPT for Word sidebar menu to ensure your OpenAI organization is correctly configured.
  5. Wait up to 30 minutes for your OpenAI API key to become active.
Solution for immediate use: If immediate use is needed and using your API key is not a priority, select Continue without API key to clear it from GPT for Word. Learn more about billing.

Requests per day limit reached​

You have reached your xxx requests per day limit for model xxx.

Problem: You have reached your limit of requests per day (RPD) for the selected model.

Solutions

Tokens per day limit reached​

You have xxx / xxx tokens per day left for model xxx.

Problem: You have reached your limit of tokens per day (TPD) for the selected model.

Solutions

Need more help?​

If none of the listed solutions addresses your issue, reach out to our support team for further assistance.

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