Troubleshooting

The add-in does not appear

• Restart Word
• Confirm that Legal Agent is enabled under Home → Add-ins

Cannot sign in

• If your browser's pop-up blocker is enabled, the authentication window may be blocked. Allow pop-ups and try again
• If you see "Your authentication session has expired," sign in again
• If you see "You cannot sign in with this email address," contact your administrator

Document sync fails

• If you see "Failed to sync the document. Please wait a moment and try again," wait a short while and retry
• If the problem persists, reload the add-in

Out of credits

• Individual plans: Open Billing and either change your plan or purchase additional credits
• Team plans: Ask your team administrator to add credits

The AI response stops mid-stream

• Context limit reached: Switch to a model that supports a longer context, or start a new chat
• AI service temporarily unavailable: Wait a moment and try again, or choose a different model
• Unstable network: A poor network connection can cause responses to be cut off

Session expired

If you see "Your session has expired. Please sign in again," sign back in.

For any other issues, please reach out via the contact form on the Support page.