Sway Not Loading

Question

I am trying to open Microsoft Office -Sway is slow to load, and then it won't open.

Answer 1

Hi @Terri Fontenot,

Currently, I have seen more users reporting the same Sway loading issue, Microsoft has already acknowledged that this problem is affecting a group of users. They are currently working on a fix on the service side.

In the meantime, if you are currently using Edge or Chrome, I have found a possible workaround is to temporary using Firefox. For your reference: Microsoft Sway Users Experiencing Slowness and Loading Issues (Bug June 2024).

Disclaimer: Since this post does not come from an official Microsoft article, kindly follow the instructions as your own risk. 

Note: Please understand that as a forum moderator, my primary goal is to provide helpful guidance and support through general troubleshooting steps. While I don’t have access to internal systems or test devices required to resolve backend/account issues, I truly appreciate your understanding of these limitations.

I hope you find this information helpful. If anything is unclear, please don’t hesitate to reach out to me.

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Answer 2

Sway performance and access are controlled by the Sway service plan in Microsoft 365. If Sway is very slow to load or will not open, the most likely causes are either service-plan configuration or a temporary service issue.

Try these steps:

1. Confirm Sway is enabled for the account
   • An administrator should go to Microsoft 365 admin center → Users → Active users.
   • Select the affected user.
   • Under Assign licenses, select Edit.
   • Expand the license that includes Sway.
   • Make sure the Sway service plan checkbox is turned on. If it was off, turn it on and save.
2. If Sway was recently enabled or disabled
   • There can be a delay before the new Sway service plan is fully associated with users.
   • To force an update at the tenant level, an admin can:
     1. Go to Microsoft 365 admin center → Billing → Subscriptions.
     2. Under Active, toggle Auto Renew to Off, then back to On for the subscription that includes Sway.
     3. Go back to Assign licenses and verify that Sway now shows as enabled for the user.
3. Test again
   • After confirming the Sway service plan is enabled and associated, sign out of Microsoft 365 in the browser, close the browser completely, then sign back in and try opening Sway again from the App Launcher.

If Sway still will not load after these checks, use the Sway help & learning “Contact us” or community options for further investigation of a possible service-side issue.

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References:

• Microsoft 365 Sway tile continues to appear in App Launcher even after it's disabled
• Frequently asked questions about Sway – Admin Help
• Sway help & learning
• Frequently asked questions about Sway