Last updated: July 16, 2026
Quick check first: the large majority of "not licensed" reports turn out to be an email mismatch between your purchase and your Microsoft sign-in — see the first section below before anything else.
The add-in shows "not licensed" after I subscribed
This is almost always an email mismatch — see Account & billing for the one-click fix. If both emails already match and it's still showing locked, close and fully reopen the Office app (not just the task pane) to force a fresh sign-in check.
I don't see the SynthoSoft tab or button
Individual: confirm the add-in is installed for that specific app — a subscription covers all four apps, but each one needs the add-in added separately via Insert → Add-ins. See Installation & activation.
Corporate: your IT admin needs to have assigned you to the deployment in the Microsoft 365 admin center. Ask your admin to confirm your account is included in the assigned users/groups.
The Microsoft sign-in popup doesn't appear
Most commonly a browser popup blocker. Allow popups for your Microsoft 365 domain, or try again — some browsers only block the first attempt per session. If you're on the web version of Office inside another browser tab's private/incognito mode, switch to a normal window.
A calculator or template isn't producing the result I expect
Double check the input units — most Excel calculators default to metric or imperial per the discipline's usual convention, shown next to each field. If a result still looks wrong, that's worth reporting: use the Bug Report form with the specific calculator name and the inputs you used, and we'll look at it directly.
Something crashed or froze
Close and reopen the task pane first (this resolves the large majority of one-off glitches). If it keeps happening, report it as a bug with what you were doing right before it happened — that context is the single most useful thing for us to diagnose it quickly.
None of this covers my issue
No problem — reach out directly. Every submission gets a re