> For the complete documentation index, see [llms.txt](https://docs.sylvera.com/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.sylvera.com/excel-add-in/troubleshooting.md).

# Troubleshooting and FAQ

Fixes for common problems and answers to common questions

## Problems

<details>

<summary>The Sylvera tab doesn't appear</summary>

* On Windows, go to **Home → Add-ins → Developer Add-ins** and select **Sylvera Add-in**.
* Close every Excel window (⌘Q on Mac), then open Excel again. Excel only picks up a new add-in when it starts.
* If you installed while Excel was open, run the installer again with Excel closed.

</details>

<details>

<summary>A cell shows #BUSY!</summary>

The add-in is still fetching data. Large tables, and fields that need a lookup for each project, can take a few seconds. If it doesn't clear, check you're signed in: select **Account** on the ribbon.

</details>

<details>

<summary>Cells say to sign in, or that the sign-in has expired</summary>

Select **Account** on the ribbon, then **Sign in with Sylvera**. Your session normally renews itself; you're asked again after a long time away or after signing out.

</details>

<details>

<summary>A cell shows "Can't connect"</summary>

Excel can't reach Sylvera. Check your internet connection, then select **Refresh all**. If your company uses a proxy or firewall, ask your IT team to allow excel.prod.sylvera.com and app-auth.sylvera.com.

</details>

<details>

<summary>A cell shows #N/A or "No project found"</summary>

Check the registry and ID match the project's registry page. Registry names are flexible (VCS or Verra, GS or Gold Standard). If you selected the cells with **Enrich**, it lists any rows it couldn't match before filling.

</details>

<details>

<summary>A new function or button doesn't appear after an update</summary>

Quit Excel completely and open it again. Excel keeps the previous version of the add-in until it restarts.

</details>

## Questions

<details>

<summary>Can I share a workbook with Sylvera data?</summary>

Yes. Colleagues with Sylvera for Excel see live values under their own sign-in. Anyone else sees errors where the formulas are. To send fixed numbers, select **Freeze values** before sharing. Your sign-in is never stored in the workbook.

</details>

<details>

<summary>When does the data update?</summary>

Whenever Excel recalculates, or when you select **Refresh all** or **Refresh selection**. The bar at the top of the pane shows when the workbook was last refreshed. Sylvera updates price estimates weekly.

</details>

<details>

<summary>Why do I see "Not available on your plan"?</summary>

The add-in shows the same data your organization can see on the Sylvera platform. Contact your Customer Success Manager to add more.

</details>

<details>

<summary>Does it work in Excel on the web?</summary>

Not yet. Use desktop Excel for Windows or Mac.

</details>

## Still stuck?

Select **Account** on the ribbon, then **Copy diagnostics** in the pane, and send the result to your Customer Success Manager. It holds no workbook contents or credentials.


---

# Agent Instructions
This documentation is published with GitBook. GitBook is the documentation platform designed so that both humans and AI agents can read, navigate, and reason over technical content effectively. Learn more at gitbook.com.

## Querying This Documentation
If you need additional information that is not directly available in this page, you can query the documentation by asking a question.

Perform an HTTP GET request on the following URL with the `ask` and `goal` query parameters:

```
GET https://docs.sylvera.com/excel-add-in/troubleshooting.md?ask=<question>&goal=<user_goal>
```

`ask` is the immediate question: it should be specific, self-contained, and written in natural language.
`goal` is what the user is ultimately trying to achieve, the reason they need the answer. Sharing it helps GitBook give you a better, more relevant answer. A goal is most helpful when it describes the outcome the user wants rather than restating the question. For example, with `ask=how do I create an API token`, a goal like `automate deployments from our CI pipeline` lets GitBook tailor the answer to that use case.

The response will contain a direct answer to the question and relevant excerpts and sources from the documentation.

Use this mechanism when the answer is not explicitly present in the current page, you need clarification or additional context, or you want to retrieve related documentation sections.