Why are "Add-Ins" not loading on M365 Suite tools, and only when signed into personal account

Question

I've exhausted all options I can think of, and in desperate need of assistance. I have never done this before but figured I would give it a shot.

I work at an MSP where we provide IT Support and the works to our clients. We manage an M365 tenant for one of our clients, and they have recently inquired about using Claude Teams, and integrating Claude into their M365 tools (e.g., Excel, PP, Word).

I verified through the admin portal that their Org settings allow apps to be installed from the Office store, everyone can do it, and additionally verified that there were no blocked apps within the integration settings.

I understand from within the integration settings you are supposed to be able to allow specific add-ins, deploy apps to users, etc. However, I cannot do this from the admin side as I got an error. Within the integration settings for the tenant there is no mention of add-ins anywhere. I even tried the search bar at the top after some time digging around. So instead I attempted to help the client do it from their end.

When they opened Excel and tried to open the "Add-Ins" menu, nothing loaded. I feel it may be important to note that they were signed into their business account, the same one that's part of the tenant we manage for them. So I had them try signing out of their account and signing back in. Still nothing. So I had him sign out and sign into his personal Microsoft account which worked, and loaded everything.

From there he was able to install the excel add-in, but nothing else. I had them try the other Office tools, and nothing seemed to work even with signing out and back into their personal account.

I also ensured he cleared his cache as well, which seemed to work but only for his personal account and not his company account.

Finally, I feel it may be as equally important to note that this person uses a Macbook. Not too sure if there are any common issues known between M365 tools and Apple, but figured I would include it anyways just in case.

TL;DR: Why are their add-ins only loading on the M365 apps when signed into their personal accounts, even though nothing on the admin side for their tenant is actively blocking them from doing so?

I'm not too sure how to proceed, and any help at all would be kindly appreciated!

Answer 1

Hi @Meghan M,

Based on your sharing, one of your clients want to integrate Claude add-ins for Teams. To enable Claude add-ins, which is considered as AppSource SaaS-category apps, you need to use Office add-in deployment path. I will share the detailed guidance here:

• Sign in to Microsoft 365 Admin Center and navigate to Settings > Org Settings > scroll down to find "User owned apps and services" > ensure the option "Let users access the Office Store" is toggle on.

• Then go to Settings > Integrated Apps > choose Add-ins. There are some cases that the add-ins option may be missing, so in that case you can try accessing it directly via Add-ins - Microsoft 365 admin center

• Then select Deploy Add-in > Choose from the Store > search for Claude for Microsoft 365 > Add > Deploy to your organization/specific users

• After installation and since you have confirmed there is no configuration/settings blocking the users, he/she can open and activate the Claude add-in

Please notify me if I have misunderstood anything about your situation. If you have any other questions or need any further assistance, please leave a comment here and I will be happy to continue to help you.  

Thank you for your cooperation and understanding. Looking forward to hearing from you.

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