Errors - Cannot access the add-in store

Question

I cannot access the add-in store in the 365 apps. I worked with Microsoft tech support, however they were unable to help assist. The error message is attached when trying to access from online (omex). And when I try to access it from the app. I need assistance asap. Thank you. From the app:

From the webstore

Answer 1

Hi Stephanie Clark,

Since the Add-in Store cannot be accessed from either the Microsoft 365 apps or the web, could you please confirm whether you are signed in with a personal Microsoft account or a work/school account? Also, what exact error message appears in each location?

You mentioned that you already contacted Microsoft technical support. Could you let me know which support channel you used, such as chat or phone, and whether you received a support ticket or case number?

In the meantime, please try the following:

• In Word or Excel, open File > Account > Account Privacy > Manage Settings and make sure optional connected experiences are enabled. Then restart all Microsoft 365 apps.
• Sign out of Microsoft 365, close all Office apps, reopen one app, and sign in again using the account associated with your Microsoft 365 license.
• Open the web store in an InPrivate or Incognito window. Temporarily disable browser extensions, particularly ad blockers or security extensions, and test again.
• If possible, test from another network without a VPN or proxy.

If this is a work or school account, your organization may have restricted access to the Office Store. Please ask your Microsoft 365 administrator to review the Microsoft Marketplace/Office Store setting and the policies for connected experiences. Outlook add-in permissions may also need to be checked separately by an Exchange administrator.

If this is a personal Microsoft account, I recommend contacting Microsoft Support again. When doing so, provide the previous ticket or case number so that the support representative can review the existing case and continue the investigation without requiring you to provide all the same information again.

Please note that this is a user-to-user support forum. Contributors and moderators do not have access to individual accounts, support cases, or Microsoft’s back-end systems. Thank you so much for your understanding.   

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