Add-in not working (GPT for Word)
Sidebar is blank, or fails to load
Error loading Add-Ins
Problem: GPT for Word sidebar fails to load, or remains blank.
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In the desktop version of Word, open the menu to the right of the sidebar (Windows) or click the info icon (macOS), then click Reload.  
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Restart Word, create a new document, and launch the add-in again by clicking GPT for Excel Word in the Home tab. 
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Refresh the add-ins in the Office Add-ins pop-up: - 
In Word, select Add-ins in the Home tab. 
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Click More Add-ins. 
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In the Office Add-ins pop-up, select the MY ADD-INS tab. 
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Click Refresh. 
  
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Clear the Office cache, and then uninstall and reinstall the add-in again: - 
Clear the Office cache: - 
For Windows: Follow the Microsoft instructions to clear the Office cache on Windows. 
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For Mac: Follow the Microsoft instructions to clear the Office cache on Mac. 
 
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If the issue persists, contact support.
Add-in icon is grayed out
Problem: The GPT for Word icon appears grayed out in the ribbon.
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The add-in only works with .docxfiles. Convert legacy files like.doc,.odt, or.txtto.docxformat.
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Remove any document protection: - 
For Windows: From the Windows Start menu, go to File > Info > Protect Document. 
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For macOS: From the macOS Dock, go to Tools > Protect Document. 
 
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Disable other add-ins temporarily: - 
For Windows: - 
From the Windows Start menu, go to File > Options > Add-ins. 
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In the Manage drop-down menu, select COM Add-ins and click Go. 
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Uncheck all the boxes to disable the add-ins temporarily. 
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Click OK, then restart Word. 
 
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For macOS: - 
In Word, go to Insert > Add-ins > My Add-ins. 
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Remove or disable any active add-ins temporarily. 
 
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If you're using Word in Safe Mode, restart it in standard mode. Safe Mode disables all add-ins, including GPT for Word. 
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Reinstall the add-in directly from Word if it was installed via web browser. Browser installations may not work with older Office versions. 
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Try repairing Office: - 
For Windows: - 
From the Windows Start menu, go to Control Panel > Programs > Microsoft Office > Change > Quick Repair. 
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If Quick Repair doesn't work, try Online Repair. 
 
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For macOS: - 
Quit all Office apps (Word, Excel, etc.). 
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Open Finder, then go to Applications. 
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Locate Microsoft Word. 
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Drag it to the Trash. 
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Open the App Store and reinstall Office (or download it again from your Microsoft 365 account at https://portal.office.com). 
 
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If the issue persists, contact support.