# Troubleshooting

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

***

## "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.

***

## "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.

***

## "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](https://app.bluegamma.io) and verify your plan includes Excel Add-in access
2. **Contact support** — email <support@bluegamma.io> to:
   * Activate Excel Add-in access on your account
   * Upgrade your plan if needed
   * Start a trial if you're evaluating BlueGamma

***

## 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](https://appsource.microsoft.com/en-us/product/office/WA200007779)

***

## 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

***

## Lost password or signed out

If you've been signed out of the add-in and can't remember your password:

1. Go to [app.bluegamma.io](https://app.bluegamma.io) in your browser
2. Click **Sign in** → **Forgot password?** and follow the reset link sent to your email
3. Once you've reset your password, return to Excel, click the **BlueGamma** tab and sign in with the new password

If you're not sure which email your BlueGamma account is registered under, email <support@bluegamma.io> from the address you think you used and we'll check.

***

## 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).

<div align="center"><figure><img src="/files/8egkN7XAFPDZkxbeYax7" alt=""><figcaption></figcaption></figure></div>

2. Click on the authentication link that appears
3. Your web browser will open the BlueGamma login page.
4. Sign in as usual.
5. A **code** will be shown on the screen.
6. Copy the code.
7. Go back to Excel and paste the code into the box.

<figure><img src="/files/1ZfiNpJrJ3dtkdcmRaqG" alt=""><figcaption></figcaption></figure>

8. 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.

***

## Still stuck?

If none of the above solutions work, contact us:

* **Email:** <support@bluegamma.io>
* **In-app chat:** Available at [app.bluegamma.io](https://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


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