Microsoft 365 and Office | Other
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Hello there,
Have you received any further update from Microsoft or anyone from Microsoft confirm on this if any solution available?
Office Add-ins disappeared and "Get Add-ins" button greyed out - Confirmed bug by Microsoft Level 2 Support - Affects multiple devices
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Enrique Calderón
5
Reputation points
Hi, I urgently need help with a serious issue that Microsoft Level 2 support already confirmed as an active bug in their error database (support case: 7103547841).
The problem: Since yesterday, all Office Store add-ins (Claude, Python, etc.) disappeared by themselves in Excel, Word and PowerPoint. Eventually, the "Get Add-ins" button appears greyed out and when trying to install any add-in, the error appears: "You don't have permission to use this add-in, please contact your administrator" and similar errors indicating Error...
Key fact: this is NOT a local machine or configuration issue. I confirmed this because it happens exactly the same on two different computers using the same Microsoft 365 Personal account (hotmail). When I opened the second machine the add-ins were there, and within minutes they disappeared too.
Everything already tried without success:
- Complete reinstallation of Office 365 (also performed by Microsoft technician)
- Full cleanup of Wef folder (%LOCALAPPDATA%\Microsoft\Office\16.0\Wef)
- Multiple registry modifications: HKCU\Software\Microsoft\Office\16.0\WEF (HasOmexAddin, HasRegistryAddin, RibbonCache, etc.)
- Trust Center verification — no restrictions
- Connected experiences — enabled
- System restore to previous point
- Created new Windows user — same problem
- Updated subscription payment method
- Office repair
- WebView2 cache cleanup
Configuration:
- Microsoft 365 Personal, hotmail account
- Version 2605, build 20026.20076, 32-bit and 64-bit
- Windows 11
Microsoft Level 2 support confirmed the first report of this bug was less than 24 hours ago and the fix should come as an automatic update. However I urgently need to work with these add-ins. Does anyone have a solution or workaround while Microsoft releases the fix?
Hi, I urgently need help with a serious issue that Microsoft Level 2 support already confirmed as an active bug in their error database (support case: 7103547841).
The problem: Since yesterday, all Office Store add-ins (Claude, Python, etc.) disappeared by themselves in Excel, Word and PowerPoint. Eventually, the "Get Add-ins" button appears greyed out and when trying to install any add-in, the error appears: "You don't have permission to use this add-in, please contact your administrator" and similar errors indicating Error...
Key fact: this is NOT a local machine or configuration issue. I confirmed this because it happens exactly the same on two different computers using the same Microsoft 365 Personal account (hotmail). When I opened the second machine the add-ins were there, and within minutes they disappeared too.
Everything already tried without success:
- Complete reinstallation of Office 365 (also performed by Microsoft technician)
- Full cleanup of Wef folder (%LOCALAPPDATA%\Microsoft\Office\16.0\Wef)
- Multiple registry modifications: HKCU\Software\Microsoft\Office\16.0\WEF (HasOmexAddin, HasRegistryAddin, RibbonCache, etc.)
- Trust Center verification — no restrictions
- Connected experiences — enabled
- System restore to previous point
- Created new Windows user — same problem
- Updated subscription payment method
- Office repair
- WebView2 cache cleanup
Configuration:
- Microsoft 365 Personal, hotmail account
- Version 2605, build 20026.20076, 32-bit and 64-bit
- Windows 11
Microsoft Level 2 support confirmed the first report of this bug was less than 24 hours ago and the fix should come as an automatic update. However I urgently need to work with these add-ins. Does anyone have a solution or workaround while Microsoft releases the fix?
Microsoft 365 and Office | Other
2 answers
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AI answer
2026-05-30T14:56:23.66+00:00 Based on the described behavior and the confirmation from Microsoft Level 2 support that this is a newly identified service-side or client regression, there is no documented, reliable client-side workaround in the provided material beyond what has already been tried (reinstalling Office, clearing the Wef cache, repairing Office, and checking Trust Center/connected experiences).
The available guidance for similar add-in issues focuses on:
- Clearing the Office add-in cache
- Manually delete the contents of
%LOCALAPPDATA%\Microsoft\Office\16.0\Wef\. - If present, also delete the contents of
%userprofile%\AppData\Local\Packages\Microsoft.Win32WebViewHost_cw5n1h2txyewy\AC\#!123\INetCache\. - Restart Office apps. This is already included in the steps that have been tried.
- Manually delete the contents of
- Verifying that the issue is not due to add-in configuration or tenancy policy
- For typical “You don't have permission to use this add-in” messages, the documented resolution is to contact the Microsoft 365 administrator because these errors are usually caused by tenant-level add-in restrictions, not by the add-ins themselves. In a Microsoft 365 Personal scenario, there is no separate admin, so this maps to Microsoft support, which is already engaged and has confirmed a bug.
- Monitoring known-issues channels and using in-app feedback
- For known Office Add-ins issues, Microsoft publishes status and updates in the Office Add-ins known issues documentation and, for Outlook, in the Service Health Dashboard.
- For add-in problems that are not resolved by cache clearing and reinstall, the guidance is to submit in-app feedback with diagnostics: Help > Feedback > Report a problem, then provide the session/user identifiers to support so engineering can correlate logs.
Given that:
- The account is Microsoft 365 Personal (no tenant admin controls to adjust),
- The problem reproduces across multiple devices and Windows profiles,
- Cache clearing and Office repair/reinstall have already been performed,
- Microsoft support has confirmed an active bug and indicated that a fix will be delivered via update,
the only supported path in the provided material is to:
- Keep Office updated so that the fix is received as soon as it is released.
- Continue working with Microsoft support under the existing case so they can track impact and confirm when the fix is deployed for the affected build.
- Use Help > Feedback > Report a problem from one of the affected Office apps to send additional diagnostic data if requested by support.
No alternative supported mechanism is documented in the context to re-enable Store add-ins or bypass the permission error for a Microsoft 365 Personal account while the underlying bug remains active.
References:
AI-generated content may be incorrect. Read our transparency notes for more information. - Clearing the Office add-in cache