Troubleshooting

Solutions for common issues when installing or using the BlueGamma Excel Add-in.

Having trouble with the BlueGamma Excel Add-in? This page covers the most common issues and how to resolve them.

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"Not available in selected billing region"

What it means: Microsoft AppSource is blocking the download because your Microsoft 365 account is tagged to a region where the add-in isn't recognised as available.

This isn't about your credit card billing country — it's based on your Microsoft 365 usage location setting.

How to fix it:

1. Contact your IT team and ask them to check:

   • Your Microsoft 365 usage location is set correctly (e.g., United Kingdom, Germany, United States)

   • You have the same Office/Store permissions as colleagues who can install the add-in

   • Your Microsoft 365 licence includes access to AppSource add-ins

2. If you're an admin, check the user's usage location in the Microsoft 365 admin centre:

   • Go to Users → Active users

   • Select the affected user

   • Check Licenses and apps → Location

The BlueGamma add-in is published globally, so this issue is typically caused by account permissions or usage location settings on your organisation's side.

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"Add-in failed to download required resource"

What it means: Your corporate network or firewall is blocking the connection to BlueGamma's servers.

How to fix it:

Ask your IT team to allowlist the following domains:

Domain	Purpose
*.bluegamma.io	BlueGamma API and add-in resources
api.bluegamma.io	API endpoints for data retrieval
auth.bluegamma.io	Authentication services

Additional checks:

1. Test connectivity by opening https://api.bluegamma.io in your browser

   • If you see a response, the connection works

   • If it's blocked, you'll see a timeout or security warning

2. Check proxy settings — some corporate proxies block WebSocket connections or specific domains

3. Try a different network — if the add-in works on a personal network but not your corporate network, this confirms a firewall issue

Once your IT team allows access to these domains, the add-in should work normally.

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"Add-in not in plan"

What it means: Your BlueGamma account doesn't include Excel Add-in access, or your account hasn't been activated yet.

How to fix it:

1. Check your subscription — log in to app.bluegamma.io and verify your plan includes Excel Add-in access

2. Contact support — email [email protected] to:

   • Activate Excel Add-in access on your account

   • Upgrade your plan if needed

   • Start a trial if you're evaluating BlueGamma

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Add-in not appearing in Excel

What it means: The add-in may not be installed correctly, or Excel hasn't loaded it.

How to fix it:

1. Check the BlueGamma tab — look for it in the Excel ribbon (toolbar)

2. Manually load the add-in:

   • Go to Insert → Get Add-ins (or Office Add-ins)

   • Search for "BlueGamma"

   • Click Add

3. Clear the Office cache:

   • Close Excel completely

   • Delete the contents of: %LOCALAPPDATA%\Microsoft\Office\16.0\Wef\

   • Restart Excel

4. Reinstall the add-in:

   • Remove the add-in from Insert → Get Add-ins → My Add-ins

   • Reinstall from Microsoft AppSource

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Functions returning errors

Error	Cause	Solution
#VALUE!	Invalid parameter format	Check date formats (use YYYY-MM-DD or Excel dates)
#NAME?	Function not recognised	Ensure you're signed in and the add-in is loaded
#N/A	Data not available	Check the index name is correct (e.g., "SOFR" not "sofr")
#BUSY!	Still loading	Wait a few seconds for the data to load

If errors persist:

1. Click the BlueGamma tab and check the Status — it should show "Authenticated"

2. Try signing out and signing back in

3. Check your internet connection

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Login button not working

If the login button in Excel isn't working, this can happen on work laptops with extra security settings. You can still log in using your browser.

Steps

1. In the Excel add-in, click "Having issues logging in?" (under the login button).

1. Click on the authentication link that appears

2. Your web browser will open the BlueGamma login page.

3. Sign in as usual.

4. A code will be shown on the screen.

5. Copy the code.

6. Go back to Excel and paste the code into the box.

1. Press Confirm.

You should now be logged in.

Why this happens

Some laptops block the pop-up login window inside Excel. The manual login uses your browser instead, which always works.

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Still stuck?

If none of the above solutions work, contact us:

• Email: [email protected]

• In-app chat: Available at app.bluegamma.io

When contacting support, please include:

• The exact error message you're seeing

• Your Excel version (File → Account → About Excel)

• Whether you're using Excel Desktop or Excel Online

• Any screenshots of the issue