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Support for Word Add-In

Olymp for Word Add-in – Support & Troubleshooting Guide

Sep 16, 2025

Thank you for using the Olymp for Word Add-in. This add-in enables you to work with your Olymp workflows, modules, API connections, and other configurations directly inside Microsoft Word.


After installing the add-in from AppSource or another Microsoft Marketplace and opening it in the Word task pane, you will be prompted to sign in with your Olymp credentials. Please note that these credentials are specific to your Olymp account and may differ from your Office 365 or Microsoft account details.


This guide outlines common setup and usage issues along with recommended solutions.



1. Login Not Working


Possible Causes & Solutions

  • Incorrect Credentials: Verify that you are using the email and password associated with your Olymp account. This not necessarily the same email you use for Office 365.

  • Account Access Agreement: Ensure that your organization has completed a Service Level Agreement (SLA) or similar contract with Olymp that specifically allows the use of the Word Add-in.

  • Expired or Locked Account: If your Olymp password has expired or too many failed attempts have locked your account, reset your password via the Olymp WebApp or request a reset link from your administrator.



If login issues persist, contact our support team via the contact form on our website or email info@olymp.finance. Please include screenshots of any error messages and details about your Word and operating system versions.



2. Slow Reply Speeds or Timeouts


Possible Causes & Solutions

  • Network Instability: Check that your internet connection is stable. Restart your Wi-Fi router or switch to a wired connection if possible.

  • High Server Load: Rarely, high traffic can slow response times. Wait a few minutes and try again.

  • Word Session Glitch: Reload the add-in by closing and reopening the Word task pane, or restart Word entirely.


If performance issues continue, provide our support team with your approximate location, network speed test results, and the time the issue occurred so we can investigate server-side factors.



3. Add-in Not Appearing in Word


If the Olymp Add-in does not show in the Insert > My Add-ins menu after installation:

  • Confirm that the installation completed successfully and that you are signed in to Word with the correct Microsoft account.

  • In Word, go to File > Options > Add-ins, check the list of COM Add-ins and make sure the Olymp Add-in is enabled.

  • Restart Word and, if necessary, reboot your computer.

  • If you are on a corporate device, verify that your IT administrator has not disabled third-party add-ins.



4. Error Messages When Loading Documents


If you receive an error when trying to apply an Olymp workflow to a Word document:

  • Make sure the document is saved in the .docx format (not .doc or other legacy formats).

  • Check that you have the necessary permissions to edit the file, especially if it is stored on SharePoint or OneDrive with restricted access.

  • Large documents with complex formatting can occasionally trigger timeouts. Try breaking the file into smaller sections.



5. Conflicts with Other Add-ins


Running multiple add-ins simultaneously can sometimes cause conflicts. If you notice unexpected behavior (e.g., missing buttons, crashes):

  • Temporarily disable other Word add-ins under File > Options > Add-ins > Manage COM Add-ins.

  • Re-enable them one by one to identify the conflicting add-in.

  • Keep all add-ins updated to their latest versions.



6. Outdated Software or Compatibility Issues


Ensure that:

  • Microsoft Word is updated to the latest version (Office 365 or Office 2019/2021).

  • Your operating system (Windows or macOS) is fully updated.

  • Your browser engine (used by Office add-ins) is up to date, which is is especially important on older versions of Windows where Internet Explorer or Edge WebView2 components are involved.



7. Security or Firewall Restrictions


Corporate firewalls, VPNs, or strict security settings can block connections to Olymp servers.

  • Ask your IT department to whitelist *.olymp.finance domains and the relevant Microsoft add-in endpoints.

  • If using a VPN, temporarily disconnect to see if performance improves.



Additional Tips

  • Regular Updates: Olymp releases periodic improvements to the add-in. Enable automatic updates in the Microsoft Store or AppSource to stay current.

  • Clear Cache: If you experience unexpected issues, clearing the Office cache can often help. On Windows, this can be done via the Office Upload Center or by deleting the %LOCALAPPDATA%\Microsoft\Office\16.0\Wef folder.

  • Detailed Reporting: When contacting support, always include your Word version, operating system, steps to reproduce the issue, and any relevant screenshots.



For further assistance, please contact:
Olymp Support
Email: gregory.rickenmann@olymp.finance
Website: https://olymp.finance

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