> ## Documentation Index
> Fetch the complete documentation index at: https://docs.chamelio.ai/llms.txt
> Use this file to discover all available pages before exploring further.

# Word Add-in troubleshooting

> Fix common Chamelio Word Add-in problems, from install to loading and document errors, and learn how to handle comments, tracked changes, and formatting with Word's own tools.

Most Word Add-in problems are fixed by one of three steps. Try them in this order before anything else:

1. **Close Word completely and reopen it.**
2. **Sign out of your Microsoft account in Word and sign back in.** On Windows, go to **File > Account**. On Mac, go to **Word > Sign Out**.
3. **Reinstall the add-in** from [chamelio.ai/install](https://chamelio.ai/install), or in the Chamelio web app from **Help > Install Word Add-in** at the bottom left.

## Install and missing add-in

For problems while installing, including an error that your organization doesn't allow the add-in, see [Troubleshooting in the install guide](/guides/install-word-add-in#troubleshooting-common-issues).

<AccordionGroup>
  <Accordion title="The Chamelio button disappeared from Word">
    Word updates can hide or reset add-ins. To get it back:

    1. On the **Home** tab, click **Add-ins** and look for **Chamelio**.
    2. If it isn't there, reinstall from [chamelio.ai/install](https://chamelio.ai/install). If it's still missing, sign out of your Microsoft account in Word, sign back in, and reinstall again.
  </Accordion>

  <Accordion title="'Allow and Continue' is grayed out or does nothing">
    Sign out of your Microsoft account in Word, sign back in, and run the install again.
  </Accordion>

  <Accordion title="The install button isn't clickable, or the add-in won't load after install">
    * **Enable editing.** If Word shows the document in Protected View, click **Enable Editing**.
    * **Turn on connected experiences.** Add-ins need Office's optional connected experiences. On Windows, go to **File > Options > Trust Center > Trust Center Settings > Privacy Options**. On Mac, go to **Word > Preferences > Privacy**. Then restart Word completely.
    * **Check with your IT team.** Your organization may block add-ins from the Office store. See [Organization Restrictions](/guides/install-word-add-in#organization-restrictions).
  </Accordion>
</AccordionGroup>

## Loading and errors

<AccordionGroup>
  <Accordion title="The add-in keeps loading or spinning">
    Try the three steps at the top of this page, in order. If it still doesn't load, contact support.
  </Accordion>

  <Accordion title="'This appears to be a PDF converted to Word file'">
    The add-in shows this message when you open a PDF in Word. Save the document as a Word file (**File > Save As**, format **Word Document (.docx)**), then click **Reload Add-In** in the panel.
  </Accordion>

  <Accordion title="The Chamelio button is grayed out">
    The document is probably a legacy .doc file. Word turns off Chamelio and the **Add-ins** button for .doc files. Save the document as .docx (**File > Save As**, format **Word Document (.docx)**) and reopen it.
  </Accordion>
</AccordionGroup>

## Working in Word

The add-in works on top of Microsoft Word, so some tasks are done with Word's own tools. Here's how.

<AccordionGroup>
  <Accordion title="How do I delete a comment the add-in added?">
    Comments are regular Word comments, so you manage them in Word. Right-click the comment and choose **Delete Comment**.
  </Accordion>

  <Accordion title="How do I control where new text or a comment goes?">
    **Insert At Cursor** places the text or comment where your cursor is. Click **See location** on the card first, or click in the document where it should go, then insert.
  </Accordion>

  <Accordion title="Which changes are tracked?">
    Applied suggestions, Proofreading fixes, and Agent edits you **Apply** are tracked changes. For text you add with **Insert At Cursor**, turn on Track Changes in Word first if you want it tracked. See [How changes reach your document](/features/word-add-in/introduction#how-changes-reach-your-document).
  </Accordion>

  <Accordion title="Whose name appears on the tracked changes?">
    Usually your Word user name, the same name as your own edits. On files stored in OneDrive, Chamelio's changes can show **Author** instead. You can't choose a different name.
  </Accordion>

  <Accordion title="How do I undo an applied or dismissed suggestion?">
    Reject its tracked changes in Word. See [Undo applied changes](/guides/apply-all-recommendations-word#undo-applied-changes). For a suggestion you dismissed, ask the Agent for the same change.
  </Accordion>

  <Accordion title="How do I format text, such as making defined terms bold?">
    Formatting is done in Word. Ask the Agent which text to format, for example "List every defined term", then apply the formatting in Word.
  </Accordion>

  <Accordion title="The Agent's answer doesn't reflect my latest edits">
    Click **New Chat**. A new conversation reads the document as it is now. This is useful after you edit the document yourself.
  </Accordion>

  <Accordion title="How do I make a change the review didn't suggest?">
    Ask the Agent. Your review results stay saved, and you can return to them from **Recent actions** on the Home screen.
  </Accordion>

  <Accordion title="Does the add-in work in Google Docs?">
    The add-in runs in Microsoft Word. To bring contracts from Google Drive or SharePoint into Chamelio, use the [Google Drive and SharePoint integration](/guides/integrations/google-drive-sharepoint).
  </Accordion>
</AccordionGroup>

## Contact support

Email **[support@chamelio.ai](mailto:support@chamelio.ai)** and include:

* Your Word version and whether you use Word for Windows, Mac, or the web
* A screenshot of the error
* The document, if the problem happens on one file only