Troubleshoot: User not seeing add-ins

Now that you've deployed the add-in, your end users can start using it in their Office applications. The add-in will appear on all platforms that the add-in supports.

For Word, PowerPoint, and Excel 2016

If the add-in supports add-in commands, the commands appear on the Office ribbon. In the following example, the command appears for the People Graph add-in in the Insert tab. The add-in command can appear on any tab.

People Graph in the Insert tab

If the deployed add-in doesn't support add-in commands or if you want to view all deployed add-ins, you can view them via My Add-ins from the Insert tab.

You can view add-ins in My Add-ins from the Insert tab.

Then select the Admin Managed tab along the top in the Office Add-ins window. If add-in is not there, select Refresh in the top right corner.

Refresh if your Add-in is not present

For Outlook 2016

On the Home ribbon, select Store, as shown here. Select Admin-managed in the left nav.

Choose Store

Users can't see add-in? Try one of these:

  • Use the compatibility checker

    • Outputs a status report for each user in your organization, whether they have a valid Office License, if they are set up correctly on Exchange, and if they are ready for centralized deployment. For more information, see deployment compatibility checker.
  • Check Office version requirements

    • The user might be on an older, incompatible version of Office. For add-ins to be deployed the user must have Office ProPlus 2016. You can check this out for any member of your organization. To find out how, see Office 365 reports.

    • Alternatively, you can check this manually by going to the application, such as Word, then select File > Account. Under Product Information, you should see Office 365 ProPlus.

  • Check Exchange requirements

    • Microsoft Exchange stores the add-in manifests within your organization's tenant. The admin deploying add-ins and the users receiving those add-ins must be on a version of Exchange Server that supports OAuth authentication. By default, Exchange Multi-Tenant and Dedicated VNext deployments support OAuth. Exchange Dedicated Legacy and hybrid on-premises deployments can be configured to support OAuth; however, it isn't the default configuration.

    • Check with your organization's Exchange admin to find out which configuration is in use. OAuth connectivity per user can be verified by using the Test-OAuthConnectivity PowerShell cmdlet.

  • See regulations surrounding minors using add-ins

  • Check for nested groups

    • Add-ins will no longer appear to the user if the user is removed from a group that the add-in is assigned to.

    • Centralized deployment currently does not support nested group assignments. It supports users in top-level groups or groups without parent groups, but not users in nested groups or groups that have parent groups.

    • For more information, check out user and group assignments.

See also

Manage deployment of Office 365 add-ins in the Microsoft 365 admin center