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For more information, refer to this user-friendly tutorial.

Billing issues

I have a ChatGPT subscription, but I still need to buy credits

Problem: You have a ChatGPT subscription, but GPT for Excel still says that you need to buy credits.

Solution:

You do not need an OpenAI ChatGPT subscription (Go, Plus, Pro, Business, or Enterprise plan) to use GPT for Work. If you have a ChatGPT subscription, you cannot use it with GPT for Work.

Buy credits.

I bought a pack but I still have no credits

Problem: You have bought credits but GPT for Excel still shows zero credits.

Solution:

Click on your credits in GPT for Excel and check that you are using the Microsoft account with which you have purchased your credits. Switch to another account if needed.

My packs have disappeared from the tracking screen

Problem: You have bought credits and used GPT for Excel but now your credit packs have disappeared from the usage tracking screen.

Solution:

Click on your credits in GPT for Excel and check that you are using the Microsoft account with which you have bought your credit packs. Switch to another account if needed.

The costs are too high

Problem: Your consumption is higher than you expected and you wish to spend less money on GPT for Excel.

Solutions:

Estimate your costs before processing a large number of cells.
Select a cheaper model after comparing their prices.
Set up an API key to save on total cost.

Pricing and billing FAQ

How can I buy more credits?

You can buy credits at any time from the GPT for Work dashboard.

How many credits do I need?

To estimate your credit usage based on common use cases, try our estimation tools.

How are credits consumed?

Credits are consumed based on the number of tokens processed by AI models. For more information, see How credits are consumed.

What's a token?

A token is a unit of text, such as a word, subword, punctuation mark, or symbol. Models split all input and output text into tokens for processing. Model providers use tokens as the basic unit for measuring model usage. The total number of tokens in a prompt (input) and the model's response (output) determines your credit consumption. For more information, see Tokens and How credits are consumed.

Do credits expire?

Credits expire one year after your last purchase. Buy more credits at any time to reset the expiry to one year.

Example: You have $100 worth of credits. Your last purchase was 7 months ago, so these credits will expire in 5 months. You buy $29 worth of credits. You now have $129 worth of credits, which will expire in 12 months.

Do I need credits if I set an API key or endpoint?

Yes, you need credits even if you use an API key or endpoint. Models available through an API key have their own pricing. Models available through a dedicated endpoint do not consume credits, but require credits to be available.

Can I share credits with my team?

Yes, team members share the same credits.

Can I share credits between Google and Microsoft accounts?

Credits bought for Google Sheets can be used on Google Docs, and vice versa.
Credits bought for Microsoft Excel can be used on Microsoft Word, and vice versa.

To transfer credits between Google and Microsoft accounts, contact support.

Can I transfer my credits to another account?

To transfer your credits to another account, contact support.

Can I set an auto top-up?

No, but you can buy larger packs to have your credits last longer.

Can I pause usage?

You can pause usage for all users in your team at any time from the GPT for Work dashboard. Learn more.

Can I set credit usage limits?

Yes. You can set a monthly spending limit for your space and individual monthly limits per user from the Limits screen in the GPT for Work dashboard. Learn more.

Why is my balance negative?

Before each run, the add-on estimates the cost and blocks the run if your balance is too low. If the final cost exceeds the estimate, your balance can go negative by a small amount. This amount is deducted from your next credit pack purchase.

Can I get a refund?

We do not offer refunds. We encourage you to carefully consider how many credits you need before buying credits.

Do errors consume credits?

Yes. Input tokens are always billed. If a request times out, output tokens are billed as well. To avoid timeouts, use the Agent or the bulk tools.

Installation issues

I can't sign in after installing

Problem: You have installed GPT for Excel and you have trouble signing in with Microsoft.

Solutions:

Check which versions of Excel and which browsers are supported by this add-in.
Try using Excel for the web instead of the desktop version.
Try using Excel for the web in a private/incognito window.
If you're using a firewall or proxy, whitelist the required domains.

The add-in doesn't load

Problem: If your organization uses a firewall or proxy, it may prevent the add-in from loading.

Solution:

Ask your IT administrator to whitelist the following domains:

*.gptforwork.com
*.microsoft.com
*.microsoftonline.com
*.live.com
*.office.com

The add-in update doesn't complete

Problem: GPT for Excel shows an update prompt, but clicking Update does not complete the update. The same prompt appears every time you reopen the add-in.

Solution:

This can happen when Office uses a stale cached version of the add-in. Clear the Microsoft Office cache to force Office to re-fetch the latest version:

Close all Office applications.
Follow Microsoft's instructions for clearing the cache.
Open Excel and try again.

If the issue persists after clearing the cache, restart the computer and reopen Excel.

note

Clearing the Office cache may reset some of your Excel application settings.

Add-in not supported

This add-in is only supported with your Microsoft 365 subscription license and is not supported with your Office license.

The following table lists the minimum versions of Microsoft Excel compatible with the GPT for Excel add-in on different Microsoft Office platforms.

	Windows	macOS	Web
Microsoft 365 subscription: Version 2002 (Build 12527.20092) Retail perpetual: Version 2002 (Build 12527.20092) Volume-licensed perpetual: Excel 2021: Version 2108 (Build 12527.20092)	Version 16.35 (Build 20030802)	Supported on: Google Chrome (latest version) Microsoft Edge (latest version)

Windows

macOS

Web

Microsoft 365 subscription:

Version 2002 (Build 12527.20092)

Retail perpetual:

Version 2002 (Build 12527.20092)

Volume-licensed perpetual:

Excel 2021: Version 2108 (Build 12527.20092)

Version 16.35 (Build 20030802)

Supported on:

Google Chrome (latest version)
Microsoft Edge (latest version)

Which version of Excel am I using?

I signed in with the wrong Microsoft account

Problem: You signed in with the wrong Microsoft account while installing GPT for Excel and need to switch to the correct one.

Solution:

Open the sidebar menu and click Log out to sign out, then sign in again with the correct account. Learn more.

I want to uninstall

Problem: You are not using the add-in in Excel or Word, and you want to uninstall it.

Solution:

To remove the add-in from Excel and Word, follow our uninstallation guide.

I can't uninstall GPT for Excel

Problem: GPT for Excel prompts you to be activated every time you open Excel, which may be caused by remaining GPT formulas in your workbook.

Solution:

To find and remove all GPT formulas in your workbook (the exact steps may be slightly different in Excel for the web and Excel for Mac):

Press CTRL + F to open the Find and Replace window.
Click Options.
In Find what, enter =GPT.
Set Within to Workbook, and Look in to Formulas.
Click Find All.

You can now locate all GPT formulas and delete them.

Problem: You want to uninstall the add-in, but the Remove option is not available in the add-in Options menu in the Office Add-ins popup.

Solution:

Clear the Microsoft Office cache:

Close all Office applications.
Follow Microsoft's instructions for clearing the cache.
Open Excel and try removing the add-in again.

GPT function issues

Invalid name

#NAME? Invalid Name Error. The formula contains unrecognized text.

Problem: GPT functions are not recognized by Excel.

Solutions:

Check that GPT for Excel is installed on your current Microsoft account.
On the ribbon, select Home > GPT for Excel Word to enable the GPT functions.
If the problem persists, try activating the add-in (the experience might be slightly different for Mac users):
1. On the ribbon, select Home > Add-ins > More Add-ins. The Office Add-ins dialog opens.
2. Select the My Add-ins tab.
3. Select GPT for Excel Word and click Add.
4. On the ribbon, select Home > GPT for Excel Word.
5. In the sidebar, select GPT functions.
6. Click Retry errors.
Use the add-in in Excel for the web (see supported versions).

Invalid parameter

Error: Invalid xxx parameter.

Problem: The error indicates a formatting issue or an unreadable parameter within the formula.

Solutions:

Check that your parameters are in the correct order. See the function list.
Check that all parameters (even optional ones) are added as empty when there is another parameter coming after them:
✅ GPT_TRANSLATE(A2, "french", , "Avoid passive voice")
Check that you are using the right parameter separator for your locale: , or ;
Check that you are using the correct number formats for temperature for your locale: 0.8 or 0,8

Missing parameter

#ERROR: Missing required arguments categories for function GPT_XXX.

Problem: One of the parameters in your GPT formula is required and hasn't been set.

Solution:

Check which parameters are required for the GPT function you are using and adjust the formula as needed.

Text values limited to 255 characters

Text values in formulas are limited to 255 characters.

Problem: The text value in your formula is too long and exceeds Excel's 255-character limit.

Solution:

Insert the text into another cell and reference it in your formula, for example, =GPT(A1), where A1 contains the text value.

Cell A1 contains a long prompt, and cell B1 contains =GPT(A1)

Functions are stuck on #BUSY

Problem: GPT functions fail to execute and remain in a #BUSY! state, even after reopening your file or restarting Excel.

Solutions:

Open the GPT for Excel sidebar before using any GPT functions:
- On the ribbon, select Home > GPT for Excel Word.
- Wait for the sidebar to fully load before entering your first GPT formula.
Delete the GPT formula and undo the deletion to run the formula again.
Enter a new GPT formula in a different cell. Subsequent functions typically work correctly.
Use bulk tools to avoid this issue in the future, if your use case allows it.

GPT_WEB function is not working

If you're using the GPT_WEB function and experiencing issues, this is likely because:

The GPT_WEB function only works with the Perplexity Sonar model.
If you've selected a non-Perplexity model that uses an API key, GPT_WEB fails because it tries to use that API key with Perplexity Sonar.

Solutions:

(Recommended)

Select a web search model (🌐) from the model switcher and then use the GPT function. Learn more.
```
=GPT("your prompt")
```
You can also use a web search model as a parameter in the GPT function. Learn more.
```
=GPT("your prompt", , , "sonar")
```
If you want to keep using the GPT_WEB function, make sure you first select the Sonar model from the model switcher.

GPT functions prefixed with _xldudf

Problem: After saving, closing, and reopening an Excel workbook, all GPT functions start with =_xldudf_GPT.

Solutions:

Open the add-in from the Add-ins menu: Select Home > Add-ins > My Add-ins > GPT for Excel Word.
Update to a newer version of Excel, as this issue is often related to compatibility with older Excel versions.
Disable other add-ins temporarily:
- Excel on macOS:
  1. On the ribbon, select Home > Add-ins > More Add-ins. The Office Add-ins dialog opens.
  2. Select the My Add-ins tab.
  3. Hover over an add-in and open its Options menu (⋯).
  4. Select Remove to disable the add-in.
  5. Repeat for each add-in you want to disable.
  6. Restart Excel.
- Excel on Windows:
  1. In the menu bar, select File > Options.
  2. In the options sidebar, select Add-ins.
  3. In the Manage dropdown menu, select COM Add-ins and click Go.
  4. Uncheck all the boxes to disable the add-ins.
  5. Click OK.
  6. Restart Excel.

Bulk tool issues

The Custom prompt tool is not working: Problem: The Custom prompt bulk tool does not give the desired result, often because the prompt is incomplete or the variables are incorrectly formatted.

Solution:
Review the Custom prompt article for guidance on creating effective prompts and using the tool. If the issue persists, contact support.

API key issues

I've entered my API key but it's not working: Problem: You have entered an API key in the GPT for Work dashboard but you cannot use the key in the add-in.

Solution:
Even though you have entered an API key, you also need to purchase credits for GPT for Excel. Learn more.

Rate limit issues

Token limit reached

Problem: You are facing a rate limit error message from your AI provider that indicates you've reached your tokens per minute limit.

Solutions:

Temporary: Choose a different model, or wait until your token limit resets.
Permanent: Use models that don't require an API key.

Request limit reached

Problem: You are facing a rate limit error message from your AI provider that indicates you've reached your requests per minute limit.

Solutions:

Temporary: Choose a different model, or wait until your request limit resets: one minute or 24 hours.
Permanent: Use models that don't require an API key.

Add-in not working

Sidebar is blank or fails to load

Error loading Add-Ins

Problem: The GPT for Excel sidebar fails to load, or remains blank.

Solutions:

In the desktop version of Excel, open the menu to the right of the sidebar (Windows) or click the info icon (macOS), then click Reload.
Restart Excel, create a new workbook, and launch the add-in again by selecting Home > GPT for Excel Word.
Refresh the add-ins:
1. On the ribbon, select Home > Add-ins > More Add-ins. The Office Add-ins dialog opens.
2. Select the My Add-ins tab.
3. Click Refresh.
Uninstall and reinstall the add-in.
Clear the Office cache, and then uninstall and reinstall the add-in again:
1. Clear the Office cache:
  - macOS: Follow the Microsoft instructions to clear the Office cache on Mac.
  - Windows: Follow the Microsoft instructions to clear the Office cache on Windows.
2. Uninstall the add-in.
3. Reinstall the add-in.

If the issue persists, contact support.

Add-in button is grayed out

Problem: The GPT for Excel Word button is grayed out and unclickable on the ribbon when you open Excel. You cannot open the add-in.

Solutions:

Open the add-in from the Add-ins menu: Select Home > Add-ins > My Add-ins > GPT for Excel Word.
Open the add-in from the Office Add-ins dialog: See the solution for Add-in button becomes grayed out after click.
The add-in only works with .xlsx files. Convert legacy files like .xls, .ods, or .csv to .xlsx files.
Remove any document protection:
- Excel on macOS: In the macOS Dock, select Tools > Protect Document.
- Excel on Windows: In the menu bar, select File > Info > Protect Workbook > Protect Current Sheet. Remove all restrictions.
Disable other add-ins temporarily:
- Excel on macOS:
  1. On the ribbon, select Home > Add-ins > More Add-ins. The Office Add-ins dialog opens.
  2. Select the My Add-ins tab.
  3. Hover over an add-in and open its Options menu (⋯).
  4. Select Remove to disable the add-in.
  5. Repeat for each add-in you want to disable.
  6. Restart Excel.
- Excel on Windows:
  1. In the menu bar, select File > Options.
  2. In the options sidebar, select Add-ins.
  3. In the Manage dropdown menu, select COM Add-ins and click Go.
  4. Uncheck all the boxes to disable the add-ins.
  5. Click OK.
  6. Restart Excel.
If you're using Excel in Safe Mode, restart it in standard mode. Safe Mode disables all add-ins, including GPT for Excel.
Reinstall the add-in directly from Excel if it was installed from a web browser. Browser installations may not work with older Microsoft Office versions.
Try repairing Microsoft Office:
- macOS:
  1. Quit all Office apps.
  2. Open Finder and select Applications.
  3. Locate Microsoft Excel.
  4. Drag it to the Trash.
  5. Open the App Store and reinstall Office (or download it again from your Microsoft 365 account at https://portal.office.com).
- Windows:
  1. In the Windows Start Menu, select Settings.
  2. In the settings sidebar, select Apps > Installed apps.
  3. Find your Office installation, open its More options menu (⋯), and select Modify.
  4. Select Quick Repair and click Repair.
  5. If Quick Repair does not work, try Online Repair.

If the issue persists, contact support.

Add-in button becomes grayed out after click

Problem: The GPT for Excel Word button becomes grayed out and unclickable after you click it on the ribbon. The add-in does not open.

Solution:

Open the add-in from the Office Add-ins dialog:

On the ribbon, select Home > Add-ins > More Add-ins. The Office Add-ins dialog opens.
Select the My Add-ins tab.
Click Refresh.
Double-click GPT for Excel Word, or select GPT for Excel Word and click Add.

If you're a Microsoft 365 admin on a business subscription, you can also try opening the add-in from the Admin managed tab instead of the My Add-ins tab.

If the issue persists, contact support.

	Windows	macOS	Web
Microsoft 365 subscription: Version 2002 (Build 12527.20092) Retail perpetual: Version 2002 (Build 12527.20092) Volume-licensed perpetual: Excel 2021: Version 2108 (Build 12527.20092)	Version 16.35 (Build 20030802)	Supported on: Google Chrome (latest version) Microsoft Edge (latest version)

Billing issues

I have a ChatGPT subscription, but I still need to buy credits: Problem: You have a ChatGPT subscription, but GPT for Word still says that you need to buy credits.

Solution:
You do not need an OpenAI ChatGPT subscription (Go, Plus, Pro, Business, or Enterprise plan) to use GPT for Work. If you have a ChatGPT subscription, you cannot use it with GPT for Work.
Buy credits.
I bought a pack but I still have no credits: Problem: You have bought credits but GPT for Word still shows zero credits.

Solution:
Click on your credits in GPT for Word and check that you are using the Microsoft account with which you have purchased your credits. Switch to another account if needed.
My packs have disappeared from the tracking screen: Problem: You have bought credits and used GPT for Word but now your credit packs have disappeared from the usage tracking screen.

Solution:
Click on your credits in GPT for Word and check that you are using the Microsoft account with which you have bought your credit packs. Switch to another account if needed.

Pricing and billing FAQ

How can I buy more credits?

You can buy credits at any time from the GPT for Work dashboard.

How many credits do I need?

To estimate your credit usage based on common use cases, try our estimation tools.

How are credits consumed?

Credits are consumed based on the number of tokens processed by AI models. For more information, see How credits are consumed.

What's a token?

Do credits expire?

Credits expire one year after your last purchase. Buy more credits at any time to reset the expiry to one year.

Do I need credits if I set an API key or endpoint?

Can I share credits with my team?

Yes, team members share the same credits.

Can I share credits between Google and Microsoft accounts?

Credits bought for Google Sheets can be used on Google Docs, and vice versa.
Credits bought for Microsoft Excel can be used on Microsoft Word, and vice versa.

To transfer credits between Google and Microsoft accounts, contact support.

Can I transfer my credits to another account?

To transfer your credits to another account, contact support.

Can I set an auto top-up?

No, but you can buy larger packs to have your credits last longer.

Can I pause usage?

You can pause usage for all users in your team at any time from the GPT for Work dashboard. Learn more.

Can I set credit usage limits?

Yes. You can set a monthly spending limit for your space and individual monthly limits per user from the Limits screen in the GPT for Work dashboard. Learn more.

Why is my balance negative?

Can I get a refund?

We do not offer refunds. We encourage you to carefully consider how many credits you need before buying credits.

Do errors consume credits?

Yes. Input tokens are always billed. If a request times out, output tokens are billed as well. To avoid timeouts, use the Agent or the bulk tools.

Output issues

Response is cut or incomplete

Problem: The response you get from GPT for Word seems truncated.

Solution:

Models have a maximum token limit, which is the maximum total number of tokens that can be used in both the input and the response. This means models may not provide complete responses to long queries or when a large portion of text is selected as input.

To stay within the token limit, you can:

In the sidebar, click Clear chat to delete your chat history.
Break up your work into smaller parts.
Select a model with a higher limit.

Responses don't make sense

Problem: The responses you get from GPT for Word don't match your requests.

Solution:

Click on Clear chat to delete your chat history. This deletes previous chat messages that might interfere with your current request.
Refine your prompt and/or select a different model. See our examples for guidance.

API key issues

I've entered my API key but it's not working: Problem: You have entered an API key in the GPT for Work dashboard but you cannot use the key in the add-in.

Solution:
Even though you have entered an API key, you also need to purchase credits for GPT for Word. Learn more.

Rate limit issues

Token limit is reached

Problem: You are facing a rate limit error message from your AI provider that indicates you've reached your tokens per minute limit.

Solutions:

Temporary: Choose a different model, or wait until your token limit resets.
Permanent: Use models that don't require an API key.

Request limit is reached

Problem: You are facing a rate limit error message from your AI provider that indicates you've reached your requests per minute limit.

Solutions:

Temporary: Choose a different model, or wait until your request limit resets: one minute or 24 hours.
Permanent: Use models that don't require an API key.

Installation issues

I can't sign in after installing

Problem: You have installed GPT for Word and you have trouble signing in with Microsoft.

Solutions:

Check which versions of Word and which browsers are supported by this add-in.
Try using Word for the web instead of the desktop version.
Try using Word for the web in a private/incognito window.
If you're using a firewall or proxy, whitelist the required domains.

The add-in doesn't load

Problem: If your organization uses a firewall or proxy, it may prevent the add-in from loading.

Solution:

Ask your IT administrator to whitelist the following domains:

*.gptforwork.com
*.microsoft.com
*.microsoftonline.com
*.live.com
*.office.com

The add-in update doesn't complete

Problem: GPT for Word shows an update prompt, but clicking Update does not complete the update. The same prompt appears every time you reopen the add-in.

Solution:

This can happen when Office uses a stale cached version of the add-in. Clear the Microsoft Office cache to force Office to re-fetch the latest version:

Close all Office applications.
Follow Microsoft's instructions for clearing the cache.
Open Word and try again.

If the issue persists after clearing the cache, restart the computer and reopen Word.

note

Clearing the Office cache may reset some of your Word application settings.

I signed in with the wrong Microsoft account

Problem: You signed in with the wrong Microsoft account while installing GPT for Word and need to switch to the correct one.

Solution:

Open the sidebar menu and click Log out to sign out, then sign in again with the correct account. Learn more.

I want to uninstall

Problem: You are not using the add-in in Word or Excel, and you want to uninstall it.

Solution:

To remove the add-in from Word and Excel, follow our uninstallation guide.

I can't uninstall GPT for Word

Problem: You want to uninstall the add-in, but the Remove option is not available in the add-in Options menu in the Office Add-ins popup.

Solution:

Clear the Microsoft Office cache:

Close all Office applications.
Follow Microsoft's instructions for clearing the cache.
Open Word and try removing the add-in again.

Add-in not working

Sidebar is blank or fails to load

Error loading Add-Ins

Problem: The GPT for Word sidebar fails to load, or remains blank.

Solutions:

In the desktop version of Word, open the menu to the right of the sidebar (Windows) or click the info icon (macOS), then click Reload.
Restart Word, create a new document, and launch the add-in again by selecting Home > GPT for Excel Word.
Refresh the add-ins:
1. On the ribbon, select Home > Add-ins > More Add-ins. The Office Add-ins dialog opens.
2. Select the My Add-ins tab.
3. Click Refresh.
Uninstall and reinstall the add-in.
Clear the Office cache, and then uninstall and reinstall the add-in again:
1. Clear the Office cache:
  - macOS: Follow the Microsoft instructions to clear the Office cache on Mac.
  - Windows: Follow the Microsoft instructions to clear the Office cache on Windows.
2. Uninstall the add-in.
3. Reinstall the add-in.

If the issue persists, contact support.

Add-in button is grayed out

Problem: The GPT for Excel Word button is grayed out and unclickable on the ribbon when you open Word. You cannot open the add-in.

Solutions:

Open the add-in from the Add-ins menu: Select Home > Add-ins > My Add-ins > GPT for Excel Word.
Open the add-in from the Office Add-ins dialog: See the solution for Add-in button becomes grayed out after click.
The add-in only works with .docx files. Convert legacy files like .doc, .odt, or .txt to .docx files.
Remove any document protection:
- Word on macOS: In the macOS Dock, select Tools > Protect Document.
- Word on Windows: In the menu bar, select File > Info > Protect Document > Restrict Editing. Remove all restrictions.
Disable other add-ins temporarily:
- Word on macOS:
  1. On the ribbon, select Home > Add-ins > More Add-ins. The Office Add-ins dialog opens.
  2. Select the My Add-ins tab.
  3. Hover over an add-in and open its Options menu (⋯).
  4. Select Remove to disable the add-in.
  5. Repeat for each add-in you want to disable.
  6. Restart Word.
- Word on Windows:
  1. In the menu bar, select File > Options.
  2. In the options sidebar, select Add-ins.
  3. In the Manage dropdown menu, select COM Add-ins and click Go.
  4. Uncheck all the boxes to disable the add-ins.
  5. Click OK.
  6. Restart Word.
If you're using Word in Safe Mode, restart it in standard mode. Safe Mode disables all add-ins, including GPT for Word.
Reinstall the add-in directly from Word if it was installed from a web browser. Browser installations may not work with older Microsoft Office versions.
Try repairing Microsoft Office:
- macOS:
  1. Quit all Office apps.
  2. Open Finder and select Applications.
  3. Locate Microsoft Word.
  4. Drag it to the Trash.
  5. Open the App Store and reinstall Office (or download it again from your Microsoft 365 account at https://portal.office.com).
- Windows:
  1. In the Windows Start Menu, select Settings.
  2. In the settings sidebar, select Apps > Installed apps.
  3. Find your Office installation, open its More options menu (⋯), and select Modify.
  4. Select Quick Repair and click Repair.
  5. If Quick Repair does not work, try Online Repair.

If the issue persists, contact support.

Add-in button becomes grayed out after click

Problem: The GPT for Excel Word button becomes grayed out and unclickable after you click it on the ribbon. The add-in does not open.

Solution:

Open the add-in from the Office Add-ins dialog:

On the ribbon, select Home > Add-ins > More Add-ins. The Office Add-ins dialog opens.
Select the My Add-ins tab.
Click Refresh.
Double-click GPT for Excel Word, or select GPT for Excel Word and click Add.

If you're a Microsoft 365 admin on a business subscription, you can also try opening the add-in from the Admin managed tab instead of the My Add-ins tab.

If the issue persists, contact support.

	Windows	macOS	Web
Microsoft 365 subscription: Version 2205 (Build 15202.10000) Retail perpetual: Version 2205 (Build 15202.10000) Volume-licensed perpetual: Word 2024: Version 2205 (Build 15202.10000)	Version 16.61 (Build 22040100)	Supported on: Google Chrome (latest version) Microsoft Edge (latest version)

Billing issues

I have a ChatGPT subscription, but I still need to buy credits

Problem: You have a ChatGPT subscription, but GPT for Sheets still says that you need to buy credits.

Solution:

You do not need an OpenAI ChatGPT subscription (Go, Plus, Pro, Business, or Enterprise plan) to use GPT for Work. If you have a ChatGPT subscription, you cannot use it with GPT for Work.

Buy credits.

I bought a pack but I still have no credits

Problem: You have bought credits but GPT for Sheets still shows zero credits.

Solution:

Click on your credits in GPT for Sheets and check that you are using the Google account with which you have purchased your credits. Switch to another account if needed.

My packs have disappeared from the tracking screen

Problem: You have bought credits and used GPT for Sheets but now your credit packs have disappeared from the usage tracking screen.

Solution:

Click on your credits in GPT for Sheets and check that you are using the Google account with which you have bought your credit packs. Switch to another account if needed.

I get charged when I'm not using GPT for Sheets

Problem: Google Sheets automatically reloads all formulas every few hours. This includes GPT formulas and can lead to unexpected costs.

Solutions:

GPT for Sheets offers a variety of options to control recalculations:

To save results permanently and prevent formula reloading, replace GPT formulas with their results in selected cells or across an entire sheet.
To store results, enable the cache.
To prevent new executions in your spreadsheet, disable GPT formulas.

Pricing and billing FAQ

How can I buy more credits?

You can buy credits at any time from the GPT for Work dashboard.

How many credits do I need?

To estimate your credit usage based on common use cases, try our estimation tools.

How are credits consumed?

Credits are consumed based on the number of tokens processed by AI models. For more information, see How credits are consumed.

What's a token?

Do credits expire?

Credits expire one year after your last purchase. Buy more credits at any time to reset the expiry to one year.

Do I need credits if I set an API key or endpoint?

Can I share credits with my team?

Yes, team members share the same credits.

Can I share credits between Google and Microsoft accounts?

Credits bought for Google Sheets can be used on Google Docs, and vice versa.
Credits bought for Microsoft Excel can be used on Microsoft Word, and vice versa.

To transfer credits between Google and Microsoft accounts, contact support.

Can I transfer my credits to another account?

To transfer your credits to another account, contact support.

Can I set an auto top-up?

No, but you can buy larger packs to have your credits last longer.

Can I pause usage?

You can pause usage for all users in your team at any time from the GPT for Work dashboard. Learn more.

Can I set credit usage limits?

Yes. You can set a monthly spending limit for your space and individual monthly limits per user from the Limits screen in the GPT for Work dashboard. Learn more.

Why is my balance negative?

Can I get a refund?

We do not offer refunds. We encourage you to carefully consider how many credits you need before buying credits.

Do errors consume credits?

Yes. Input tokens are always billed. If a request times out, output tokens are billed as well. To avoid timeouts, use the Agent or the bulk tools.

Installation issues

The add-on doesn't load / I can't sign in

Problem: If your organization uses a firewall or proxy, it may prevent the add-on from loading or from authenticating your user account.

Solution:

Ask your IT administrator to whitelist the following domains:

*.gptforwork.com
*.google.com
*.googleapis.com
*.googleusercontent.com

I want to uninstall

Problem: You are not using the add-on in Sheets or Docs, and you want to uninstall it.

Solution:

To remove the add-on from Sheets and Docs, follow our uninstallation guide.

GPT function issues

Functions are stuck on "Loading"

Spreadsheet cells showing Loading status in GPT Output column

Problem: GPT functions fail to execute and remain in a loading state.

Functions sometimes get stuck on loading for unknown reasons, it is a bug in Google Sheets/Google Apps Script, as per the official issue tracker. In most cases, functions start working again within 24 hours.

Solutions:

Try the following solutions:

In the original spreadsheet:
1. Execute any native formula, such as CONCAT or SUM, in an empty cell. Delete the formula when done.
2. Delete the content of one cell containing a stuck formula and undo the deletion.
3. Wait up to 24 hours.
In a new spreadsheet:
1. Create a new blank spreadsheet.
2. In the menu bar, select Extensions > GPT for Sheets and Docs > Enable GPT functions.
3. To test that GPT functions work, enter =GPT("hello") in any cell and check that the formula generates a proper "hello" response.
4. If the GPT function worked as expected, delete the formula and copy the contents of the original spreadsheet into the new spreadsheet.
5. Disable GPT functions in the original spreadsheet. This prevents unexpected costs when the functions suddenly become unstuck, which usually happens within 24 hours.

Additional configuration required

Additional configuration required. Open the sidebar: Extensions > GPT for Sheets™ and Docs™ > Open.

GPT functions are not working if the sidebar has not been initially opened. Open the GPT for Sheets sidebar to get started. Check your permissions in the spreadsheet to ensure you can execute GPT functions.

Script error

ScriptError: Authorisation is required to perform that action.

Problem: You are likely using multiple Google accounts in the same browsing session.

Solution:

Create a dedicated browser profile on Google Chrome, Microsoft Edge, or Apple Safari.
Create a new spreadsheet.
Open the GPT for Sheets and Docs add-on again.

Invalid parameter

Error: Invalid xxx parameter.

Problem: The error indicates a formatting issue or an unreadable parameter within the formula.

Solutions:

Check that you have quotation marks around your text if it's not in a cell:
✅ =GPT("hello")
✅ =GPT(A1)
❌ =GPT(hello)
Check that your parameters are in the correct order. See the function list.
Check that all parameters (even optional ones) are added as empty when there is another parameter coming after them:
✅ GPT_TRANSLATE(A2, "french", , "Avoid passive voice")
Check that you are using the right parameter separator for your locale: , or ;
Check that you are using the correct number formats for temperature for your locale: 0.8 or 0,8

Error: #NAME? Unknown function

Error: #NAME? Unknown function: 'GPT'

Problem: This error is caused by one of the following:

The GPT for Sheets and Docs add-on is not installed.
GPT functions have not been enabled in the spreadsheet.
Google Sheets has stopped recognizing GPT functions in the spreadsheet.

Solutions:

Try the following solutions in order:

In the menu bar, select Extensions and check for GPT for Sheets and Docs. If the add-on is not listed, install it.
Enable GPT functions:
- If you're the creator of the spreadsheet: In the menu bar, select Extensions > GPT for Sheets and Docs > Enable GPT functions.
- If you're not the creator of the spreadsheet: Ask the creator to enable GPT functions for you, or make a copy of the spreadsheet for yourself.
Reload the add-on for the spreadsheet:
1. In the menu bar, select Extensions > Add-ons > Manage add-ons.
2. In the list of installed apps, find GPT for Sheets and Docs and click its options button.
3. In the options menu, unselect and select Use in this document.
Try the same solutions as in Functions are stuck on 'Loading'.

Formula parse error

Formula parse error.

Problem: Your formula contains a structural or syntax error, making it uninterpretable by Google Sheets.

Solutions:

Check that you have quotation marks around your text if it's not in a cell:
✅ =GPT("hello")
✅ =GPT(A1)
❌ =GPT(hello)
Check that your parameters are in the correct order. See the function list.
Check that all parameters (even optional ones) are added as empty when there is another parameter coming after them:
✅ GPT_TRANSLATE(A2, "french", , "Avoid passive voice")
Check that you are using the right parameter separator for your locale: , or ;
Check that you are using the correct number formats for temperature for your locale: 0.8 or 0,8

Missing parameter

Error: Please set required parameter text in GPT_XXX() function

Problem: One of the parameters in your GPT formula is required and hasn't been set.

Solution:

Check which parameters are required for the GPT function you are using and adjust the formula as needed.

Formulas are reloaded when I open, reload or edit the spreadsheet

Problem: Google Sheets automatically reloads all formulas every few hours. This includes GPT formulas and can lead to unexpected costs and result changes.

Important note: Sorting, filtering, moving columns or rows will reload ALL formulas and generate unexpected costs. Replace formulas with values before moving things around.

Solutions:

GPT for Sheets offers a variety of options to control recalculations:

To save results permanently and prevent formula reloading, replace GPT formulas with their results in selected cells or across an entire sheet.
To store results, enable the cache.
To prevent new executions in your spreadsheet, disable GPT formulas.

Response is cut or incomplete

Problem: The response you get seems to be incomplete.

Solution:

You need to increase the cut-off limit.

My results refreshed and I lost data

Problem: Google Sheets automatically reloads all formulas every few hours. This includes GPT formulas and can lead to unexpected result changes.

Solution:

You can recover your data by using the version history of your Google spreadsheet.
You can also take steps to prevent this situation from recurring.

GPT for Sheets offers a variety of options to control recalculations:
- To save results permanently and prevent formula reloading, replace GPT formulas with their results in selected cells or across an entire sheet.
- To store results, enable the cache.
- To prevent new executions in your spreadsheet, disable GPT formulas.

GPT_WEB function is not working

If you're using the GPT_WEB function and experiencing issues, this is likely because:

The GPT_WEB function only works with the Perplexity Sonar model.
If you've selected a non-Perplexity model that uses an API key, GPT_WEB fails because it tries to use that API key with Perplexity Sonar.

Solutions:

(Recommended)

Select a web search model (🌐) from the model switcher and then use the GPT function. Learn more.
```
=GPT("your prompt")
```
You can also use a web search model as a parameter in the GPT function. Learn more.
```
=GPT("your prompt", , , "sonar")
```
If you want to keep using the GPT_WEB function, make sure you first select the Sonar model from the model switcher.

Request timed out

Error: Google Apps Script has timed out but your result could be in cache if you have cache enabled. Retry this cell to get your result. If your result is in cache it will be fetched without additional costs.

Problem: Your request exceeded the 30-second limit allowed by Google Sheets functions. This timeout is triggered when the AI provider (such as OpenAI) takes too long to respond.

The response time can vary based on:

The model you are using
The time of usage
The current load on the AI provider's servers

Solutions:

Keep the cache enabled so that you can retry formulas that timed out without additional costs.
Choose a model with a faster response time. You can track average response times on our response time tracker.
Set the cut-off limit to a lower value.
Use GPT for Sheets bulk tools which are not subject to timeout.
Use GPT for Excel functions which are not subject to timeout.

The model you are using is very slow at the moment

The model you are using is very slow at the moment which could result in timeouts. We canceled your executions to save you costs. Please try again with a faster model or at a later time.

Problem: You have reached the limit of 10 timeout errors in the past minute with the same model. This is more likely to happen during peak times when the servers of the model providers (such as OpenAI) are experiencing high demand.

The response time can vary based on the specific model you are using and the time of usage.

Solutions:

Choose a model with a faster response time. You can track average response times on our response time tracker.
Set the cut-off limit to a lower value.
Keep the cache enabled so that you can retry formulas that timed out without additional costs.
Use GPT for Excel to completely avoid timeouts.

Bulk tool issues

Bulk tool stuck on "Running...": Problem: You click Run, but the bulk tool stays stuck on "Running..." and does not complete the task.

Solution:
Click Stop in the sidebar to cancel the current run and then restart it. If the issue persists, contact support.
The Custom prompt tool is not working: Problem: The Custom prompt bulk tool does not give the desired result, often because the prompt is incomplete or the variables are incorrectly formatted.

Solution:
Review the Custom prompt article for guidance on creating effective prompts and using the tool. If the issue persists, contact support.

API key issues

I've entered my API key but it's not working: Problem: You have entered an API key in the GPT for Work dashboard but you cannot use the key in the add-on.

Solution:
Even though you have entered an API key, you also need to purchase credits for GPT for Sheets. Learn more.

Rate limit issues

Service invoked too many times

Problem: You are facing a rate limit error message from Google that indicates you've exceeded the daily limit for external service calls.

Quota for gmail.com accounts: 20k / day
Quota for Google Workspace accounts: 100k / day

Google's rate limits apply to all add-ons and scripts, not just ours. If you use multiple scripts or add-ons, your usage counts towards the same rate limits. It is not possible to increase them as explained here.

Solution:

Quotas reset every 24 hours, so wait for the end of this period to regain access.
Use bulk tools to bypass this error, as they are not subject to Google's rate limits.
You can use GPT for Excel instead, as this add-in is not affected by Google's rate limits.

Token limit is reached

Problem: You are facing a rate limit error message from your AI provider that indicates you've reached your tokens per minute limit.

Solutions:

Temporary: Choose a different model, or wait until your token limit resets.
Permanent: Use models that don't require an API key.

Request limit is reached

Problem: You are facing a rate limit error message from your AI provider that indicates you've reached your requests per minute limit.

Solutions:

Temporary: Choose a different model, or wait until your request limit resets: one minute or 24 hours.
Permanent: Use models that don't require an API key.

Add-on not working

Multiple Google accounts error

Problem: You are likely using multiple Google accounts in the same browsing session.

Solution:

Create a dedicated browser profile on Google Chrome, Microsoft Edge, or Apple Safari.
Create a new spreadsheet.
Open the GPT for Sheets and Docs add-on again.

Sidebar is blank

Problem: GPT for Sheets sidebar is blank or fails to load.

Solution:

Open GPT for Sheets in a private browsing window.
If the sidebar loads successfully, check the following:
- Ensure that you are not using multiple Google accounts in the same browser session. If you are, create a new browser profile on Google Chrome, Microsoft Edge, or Apple Safari.
- Clear the cache and cookies on your browser.
- Disable any add-on on your regular browser that may be preventing GPT for Sheets from launching. You can troubleshoot this by disabling one by one the extensions, reloading your Google spreadsheet and trying to launch the sidebar again.
If the problem persists, submit a support request.

Menu only shows 'Help'

Problem: When you select Extensions > GPT for Sheets and Docs, the only option you see is Help. Accessing the Extensions menu immediately after opening your spreadsheet may cause this problem.

Solution:

Refresh your page, wait 30 seconds, then try to access the Extensions menu again.

Menu only shows 'Help' (organization account)

Problem: GPT for Sheets is installed in your organization but only shows the Help menu on a shared file. This can happen when a file owned by a personal Google account is shared with an organization account.

Solution:

Ask the file owner to remove the document-level binding for GPT for Sheets:
1. Open the shared file in Google Sheets.
2. Go to Extensions > Add-ons > Manage add-ons.
3. Find GPT for Sheets and Docs, click the three vertical dots and uncheck Use in this document.
Reload the file.
Open the GPT for Sheets add-on again.

Add-on not loading (organization account)

Problem: GPT for Sheets is installed in your organization but does not load on a shared file. This can happen when a file owned by a personal Google account is shared with an organization account.

Solution:

Ask the file owner to remove the document-level binding for GPT for Sheets:
1. Open the shared file in Google Sheets.
2. Go to Extensions > Add-ons > Manage add-ons.
3. Find GPT for Sheets and Docs, click the three vertical dots and uncheck Use in this document.
Reload the file.
Open the GPT for Sheets add-on again.

Billing issues

I have a ChatGPT subscription, but I still need to buy credits: Problem: You have a ChatGPT subscription, but GPT for Docs still says that you need to buy credits.

Solution:
You do not need an OpenAI ChatGPT subscription (Go, Plus, Pro, Business, or Enterprise plan) to use GPT for Work. If you have a ChatGPT subscription, you cannot use it with GPT for Work.
Buy credits.
I bought a pack but I still have no credits: Problem: You have bought credits but GPT for Docs still shows zero credits.

Solution:
Sign in to the GPT for Work dashboard and check that you are using the Google account with which you have purchased your credits. Switch to another account if needed.
My credits are not visible: Problem: You can't find a way to track your credits in GPT for Docs.

Solution:
You can track your credits by signing in to the dashboard with the same Google account you use with GPT for Docs.

Pricing and billing FAQ

How can I buy more credits?

You can buy credits at any time from the GPT for Work dashboard.

How many credits do I need?

To estimate your credit usage based on common use cases, try our estimation tools.

How are credits consumed?

Credits are consumed based on the number of tokens processed by AI models. For more information, see How credits are consumed.

What's a token?

Do credits expire?

Credits expire one year after your last purchase. Buy more credits at any time to reset the expiry to one year.

Do I need credits if I set an API key or endpoint?

Can I share credits with my team?

Yes, team members share the same credits.

Can I share credits between Google and Microsoft accounts?

Credits bought for Google Sheets can be used on Google Docs, and vice versa.
Credits bought for Microsoft Excel can be used on Microsoft Word, and vice versa.

To transfer credits between Google and Microsoft accounts, contact support.

Can I transfer my credits to another account?

To transfer your credits to another account, contact support.

Can I set an auto top-up?

No, but you can buy larger packs to have your credits last longer.

Can I pause usage?

You can pause usage for all users in your team at any time from the GPT for Work dashboard. Learn more.

Can I set credit usage limits?

Yes. You can set a monthly spending limit for your space and individual monthly limits per user from the Limits screen in the GPT for Work dashboard. Learn more.

Why is my balance negative?

Can I get a refund?

We do not offer refunds. We encourage you to carefully consider how many credits you need before buying credits.

Do errors consume credits?

Yes. Input tokens are always billed. If a request times out, output tokens are billed as well. To avoid timeouts, use the Agent or the bulk tools.

Output issues

Response is cut or incomplete

This response was truncated. Choose a model with a larger context window.

Problem: The response you get from GPT for Docs is truncated.

Solution:

To stay within the token limit, you can:

Highlight a smaller portion of text in your document.
Reduce the value of Max response tokens.
Select a model with a higher limit.

API key issues

I've entered my API key but it's not working: Problem: You have entered an API key in the GPT for Work dashboard but you cannot use the key in the add-on.

Solution:
Even though you have entered an API key, you also need to purchase credits for GPT for Docs. Learn more.

Rate limit issues

Token limit is reached

Problem: You are facing a rate limit error message from your AI provider that indicates you've reached your tokens per minute limit.

Solutions:

Temporary: Choose a different model, or wait until your token limit resets.
Permanent: Use models that don't require an API key.

Request limit is reached

Problem: You are facing a rate limit error message from your AI provider that indicates you've reached your requests per minute limit.

Solutions:

Temporary: Choose a different model, or wait until your request limit resets: one minute or 24 hours.
Permanent: Use models that don't require an API key.

Installation issues

The add-on doesn't load / I can't sign in

Problem: If your organization uses a firewall or proxy, it may prevent the add-on from loading or from authenticating your user account.

Solution:

Ask your IT administrator to whitelist the following domains:

*.gptforwork.com
*.google.com
*.googleapis.com
*.googleusercontent.com

I want to uninstall

Problem: You are not using the add-on in Docs or Sheets, and you want to uninstall it.

Solution:

To remove the add-on from Docs and Sheets, follow our uninstallation guide.

Add-on not working

Multiple Google accounts error

Problem: You are likely using multiple Google accounts in the same browsing session.

Solution:

Create a dedicated browser profile on Google Chrome, Microsoft Edge, or Apple Safari.
Create a new document.
Open the GPT for Sheets and Docs add-on again.

Sidebar is blank

Problem: GPT for Docs sidebar is blank or fails to load.

Solution:

Open GPT for Docs in a private browsing window.
If the sidebar loads successfully, check the following:
- Ensure that you are not using multiple Google accounts in the same browser session. If you are, create a new browser profile on Google Chrome, Microsoft Edge, or Apple Safari.
- Clear the cache and cookies on your browser.
- Disable any add-on on your regular browser that may be preventing GPT for Docs from launching. You can troubleshoot this by disabling one by one the extensions, reloading your Google document and trying to launch the sidebar again.
If the problem persists, submit a support request.

Menu only shows 'Help'

Problem: When you select Extensions > GPT for Sheets and Docs, the only option you see is Help. Accessing the Extensions menu immediately after opening your document may cause this problem.

Solution:

Refresh your page, wait 30 seconds, then try to access the Extensions menu again.

Menu only shows 'Help' on a shared file (organization account)

Problem: GPT for Docs is installed in your organization but only shows the Help menu on a shared file. This can happen when a file owned by a personal Google account is shared with an organization account.

Solution:

Ask the file owner to remove the document-level binding for GPT for Docs:
1. Open the shared file in Google Docs.
2. Go to Extensions > Add-ons > Manage add-ons.
3. Find GPT for Sheets and Docs, click the three vertical dots and uncheck Use in this document.
Reload the file.
Open the GPT for Docs add-on again.

Add-on not loading (organization account)

Problem: GPT for Docs is installed in your organization but does not load on a shared file. This can happen when a file owned by a personal Google account is shared with an organization account.

Solution:

Ask the file owner to remove the document-level binding for GPT for Docs:
1. Open the shared file in Google Docs.
2. Go to Extensions > Add-ons > Manage add-ons.
3. Find GPT for Sheets and Docs, click the three vertical dots and uncheck Use in this document.
Reload the file.
Open the GPT for Docs add-on again.

Submit a request

Frequently Asked Questions

Billing issues

Pricing and billing FAQ

Installation issues

GPT function issues

Bulk tool issues

API key issues

Rate limit issues

Add-in not working

More questions

Billing issues

Pricing and billing FAQ

Output issues

API key issues

Rate limit issues

Installation issues

Add-in not working

More questions

Billing issues

Pricing and billing FAQ

Installation issues

GPT function issues

Bulk tool issues

API key issues

Rate limit issues

Add-on not working

More questions

Billing issues

Pricing and billing FAQ

Output issues

API key issues

Rate limit issues

Installation issues

Add-on not working

More questions