Word Add-in Not Loading

If Pactly Assist isn’t appearing or loading in Microsoft Word, follow these troubleshooting steps to resolve the issue.

Try these common solutions first:

Pactly Assist requires an active internet connection. Verify you can access websites and that your organization’s firewall isn’t blocking Pactly.

Close Word completely and reopen it. Sometimes add-ins need a fresh start to load properly.

1. Click the Pactly Assist button in the ribbon
2. Click your profile/avatar
3. Select Sign Out
4. Close and reopen Word
5. Sign in again

If you don’t see the Pactly Assist button in the Home tab:

1. Go to Insert > Get Add-ins (or My Add-ins)
2. Look for Pactly Assist in the list
3. If not present, install it from Microsoft AppSource
4. If present but disabled, enable it

1. Go to File > Options > Add-ins
2. At the bottom, select COM Add-ins from the dropdown and click Go
3. Ensure Pactly Assist is checked
4. If unchecked, check it and click OK

If your IT department manages add-ins:

1. Go to Insert > My Add-ins > Admin Managed
2. Look for Pactly Assist
3. Contact your IT team if it’s not listed

If the panel opens but content doesn’t load:

1. Close Microsoft Word completely
2. Press Win + R to open Run
3. Type %LOCALAPPDATA%\Microsoft\Office\16.0\Wef and press Enter
4. Delete all folders inside the Wef folder
5. Restart Word

1. Close Microsoft Word completely
2. Open Finder
3. Press Cmd + Shift + G
4. Type ~/Library/Containers/com.microsoft.Word/Data/Library/Caches and press Go
5. Delete folders starting with “com.microsoft”
6. Restart Word

The add-in uses your system’s web browser component:

• On Windows: Ensure Edge WebView2 is installed and updated
• On Mac: Ensure Safari is updated

Pactly Assist needs to reach:

• app.pactly.com
• api.pactly.com
• assist.pactly.com

Contact your IT team to ensure these domains are allowed.

If you’re using a VPN:

1. Try disconnecting from VPN temporarily
2. If it works without VPN, work with IT to whitelist Pactly domains

If your organization uses a proxy:

1. Ensure the proxy is configured correctly in Windows/Mac settings
2. Contact IT if you’re unsure about proxy configuration

Pactly Assist requires:

• Windows: Microsoft Word 2016 or later, or Microsoft 365
• Mac: Microsoft Word 2019 or later, or Microsoft 365
• Web: Word Online (with limitations)

1. Open Word
2. Go to File > Account
3. Click Update Options > Update Now

1. Sign in to the web app at app.pactly.com
2. Check if your account is active
3. Contact your administrator if you can’t sign in

Your Pactly role may not include Word add-in access. Contact your administrator to verify your permissions.

If none of these solutions work:

Before contacting support, gather:

1. Your Word version (File > Account)
2. Your operating system version
3. Screenshots of any error messages
4. Steps you’ve already tried

1. Email [email protected] with the diagnostic information
2. Or use the Contact Support button in the web application
3. Include your company name and email address

• Installing Pactly Assist
• Signing In to the Add-in
• Login Issues