Inconsistent Add-in Visibility in Word Web

Question

I have 2 add-ins installed (1 from Store, 1 enterprise add-in). Both work perfectly in Word desktop, but in Word web:

• The "My Add-ins" section intermittently disappears from the interface
• When it's missing and I try to install another add-in from the store, I get an error (see screenshots)

What I've tried:

• Clearing cache
• Different browsers
• Sign out/in

Question: What causes this inconsistency in Word web? Has anyone else experienced this or found a workaround?

The unpredictability makes it difficult to test and demo the enterprise add-in reliably.

Answer 1

Hello @Muhammad Talha,  

Thank you for reaching out to the Q&A forum! 

I truly appreciate your efforts to troubleshoot the issue on your own; I can see you’ve already tried most of the essential steps. 

After receiving your information, I tested this behavior in my own test environment, and I did not reproduce the same behavior you described. I’ve also checked the Microsoft 365 Service Health Dashboard, and currently there are no reported incidents or advisories related to this behavior.

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So, I believe your case may require deeper investigation by Microsoft’s higher technical support team, as they have access to backend diagnostic tools and tenant‑level data that are not available at the tenant level.     

I also noticed that you selected the Business tag for this question, so if this is indeed a work account, I highly recommend you contact your IT admin to raise a support ticket with Microsoft’s higher‑level technical team as soon as possible.   

• To create a Support ticket, they can go to: Microsoft 365 admin center                         
• When they click Help & Support in the bottom-left corner, a Support Assistance panel will appear.             
• In the text box, they can type: "request an agent to contact me via email or phone" and press Enter.             
• After that, please look at the bottom-left corner of the panel. They will see a blue link that says, "Contact Support"; they click on it.      

       

• They will then have two options: Support via phone or via email. They can choose Email.   

 

• Fill all the information in this contact support details. Please describe your situation carefully so they will have enough information to help you.    
• Finally, clicking on "Contact me"    

Please follow this article: Get support - Microsoft 365 admin | Microsoft Learn 

After completing them, you will receive an email appointment for a meeting to review this issue professionally together.  

When the ticket is opened, a support engineer will be able to start a remote session to investigate the issue, review the back‑end settings, and, if needed, run synchronization or diagnostic tools to fix the problem. 

At the very least, they will be able to provide you with a reasonable workaround while the root cause is being investigated.

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I apologize for redirecting you to the support team. As forum moderators, I have limited access to backend systems and cannot directly investigate device-level issues.           

I truly hope you’ll be assisted soon by our dedicated technical team. And if you receive any updates or insights, please feel free to reply here.                 

Looking forward to hearing from you! 

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