Andri for Word does not appear or does not work

Check the Andri account requirements first, then the Office add-ins in Word. The add-in needs company membership and a Business subscription plan before it loads your workspace.

Check these first

Work through these four points before you change anything in Word.

• Your Andri account has company membership.

• Your firm has a Business subscription plan.

• You are using Microsoft 365 Word on Windows, on Mac or on the web.

• You are looking for the add-in under the store name Andri.

The install route for each platform is set out in Install and use Andri for Word.

Andri for Word does not appear in Word

On Windows, refresh the list of add-ins first. On Mac, use the Mac routes below.

Symptom: you open the add-ins in Word, but Andri is not in the list or not under your installed add-ins.

Fix on Windows

1. Open Word.

2. Go to File > Get Add-ins, or to Home > Add-ins.

3. Choose More Add-ins.

4. Open My Add-ins.

5. Choose Refresh.

6. Search for Andri again and choose Add if needed.

Fix on Mac

1. Open Word on the Mac.

2. Go to File > Get Add-ins, or to Home > Add-ins.

3. Open More Add-ins and then My Add-ins if needed.

4. Choose Refresh if the add-in is missing.

5. Search for Andri and choose Add if needed.

The add-in does not open or does not get any further

Check network access, the app permissions Office asks for, and your Andri rights.

Symptom: Andri looks installed, but the pane does not open or you cannot get any further.

Checks when it does not open

1. Check that the device has internet access. The Marketplace listing states that the app can send data over the internet.

2. Accept the permissions Office asks for when it shows them. The Marketplace listing names them: read and change the document, and send data over the internet.

3. Check on app.andri.ai that you have company membership and a Business subscription plan.

4. Open the add-in again through the route for your platform.

Signing in does not work

Signing in happens in a separate window that Word opens. If that window does not appear or closes straight away, your browser is blocking pop-up windows.

1. Allow pop-up windows for Word and for andri.ai domains.

2. If it still does not work in Word on the web, try the Word desktop app.

"Couldn't reach Andri"

When the pane reports Couldn't reach Andri. Check your connection and try again., the add-in is not reaching Andri. Check your internet connection first. If that works normally, a network proxy or a security policy is usually holding the traffic back. Try another network, or ask your IT administrator to allow Andri.

Add the add-in again on Windows

Microsoft documents managing and removing add-ins under My Add-ins.

1. Go to More Add-ins and open My Add-ins.

2. Select the add-in and choose Remove.

3. Search for Andri again and choose Add.

No access with your Andri account

Without a valid Andri account with company membership and a Business subscription plan you do not meet the Marketplace requirements, even when Office does show the add-in.

Symptom: the add-in is available, but you get no working Andri access.

The pane shows which condition is missing. Business subscription required means your firm has no Business subscription. One step to get started means your account does not belong to a company yet.

Fix for account access

1. Sign in at app.andri.ai with the same account.

2. Check that you have access to your firm's workspace.

3. Ask an administrator whether company membership is active.

4. Check that the firm has a Business subscription plan.