Add-in does not load
If the task pane is blank or the add-in icon does not appear:
- Close and reopen Word.
- Check your internet connection — the add-in needs to load resources on first launch.
- Go to Insert → Get Add-ins → My Add-ins and verify the add-in is listed.
- If the add-in is missing, reinstall it from AppSource. See Installation.
TIP
On Windows, clearing the Office cache can resolve stale-load issues. Delete the contents of %LOCALAPPDATA%\Microsoft\Office\16.0\Wef\ and restart Word.
Sign-in dialog does not appear
The Microsoft sign-in uses a pop-up dialog. If it does not open:
- Ensure pop-up blockers are not preventing Office dialogs.
- Try the manual login option instead — enter your email and name directly on the Profile tab.
- On Office for the web, ensure third-party cookies are allowed for
login.microsoftonline.com.
"Please accept the EULA" warning
You must tick the EULA checkbox on the Profile tab before switching to feature tabs (Scan, Colour, Clips, Pro). Navigate to the Profile tab, tick the checkbox, then try again.
Scan finds no fields (Template Helper)
- Confirm the document contains bracketed placeholders in the format
[Label: Value]. - Fields must use square brackets — curly braces, angle brackets, or parentheses are not detected.
- Check that placeholders are in the document body, not inside headers, footers, or text boxes.
Colour coding is not applied (Working Document Helper)
- Ensure the document contains formatted text (bold, italic, underline, or strikethrough).
- Plain (unformatted) text is intentionally left unchanged.
- If text inside tables is missed, enable the Process tables only checkbox and run Add Colour again.
Changes are not visible
- Scroll through the document — changes may have been applied outside the current view.
- Check that track changes is turned off. Tracked changes can obscure colour and highlight modifications.
Performance is slow on large documents
Working Document Helper processes every paragraph and, optionally, every table cell. For very large documents (100+ pages):
- Processing time is shown in the status bar with an estimated time remaining.
- Use the Stop button to cancel a long-running operation.
- Consider processing sections of the document separately.
Session restore not appearing (Template Helper)
The session restore banner only appears if a previous scan session was saved for the same document. Sessions are stored per-document and expire after a period of inactivity.
Clips not saving (Template Helper)
- Free users are limited to 2 clips. Delete an existing clip or upgrade to Pro for unlimited clips.
- Ensure you have signed in — clips are saved to your user profile.
- Check the Advanced section on the Profile tab to confirm storage is available.
Storage warnings
If you see a storage warning on the Profile tab:
- Roaming storage unavailable — your settings are being stored locally in the document. This means settings will not follow you across devices. Click Retry to check again.
- This is common on some Office Online configurations and does not affect core functionality.
Still stuck?
Use the Feedback section on the Profile tab to describe the issue. Include:
- What you were trying to do
- What happened instead
- Your Office version (shown in the Advanced section on the Profile tab)
Next steps
- Getting Started — return to the overview
- Template Helper overview
- Working Document Helper overview