The most common problem
You've installed the Lexroom add-in for Word, you open it, but:
It loads endlessly without showing the login screen, or
It asks for your email and password but says "The user account does not exist", or
After entering your details, the "Log in" button deactivates for a second and then goes back to how it was, with no clear errors.
In 40% of cases the cause is the same: you're using your computer's Microsoft credentials instead of your Lexroom ones.
The rule to remember
The credentials for the Lexroom add-in for Word are the same as your Lexroom account (the same email and password you use to log in to app.lexroom.ai), NOT your Microsoft / Outlook / Office 365 credentials.
How to fix it
Open the Lexroom add-in in Word.
When asked for your email and password, enter:
Email: the same email you use to log in to app.lexroom.ai
Password: your Lexroom account password (NOT your Microsoft or Outlook password)
If you don't remember your Lexroom password, reset it from here by clicking "Forgot password?"
If it still doesn't work even with your Lexroom credentials
There may be two other causes. Try them in this order:
Cause 2 — Add-in cache
The add-in is keeping an old login session that's no longer valid.
In Word, go to Insert → My Add-ins
Find "Lexroom" and click Remove
Close and reopen Word
Reinstall the add-in from the Microsoft direct link
Cause 3 — Corporate firewall
If you're in a large firm or company, the firewall might be blocking the connection.
Ask your IT department to add app.lexroom.ai to the firm's firewall whitelist.
Still need help?
If you've tried all the steps above and the add-in still doesn't work, write to us via chat and let us know:
The exact error message (a screenshot helps us a lot)
The version of Word/Office you're using
Whether you're in a single practice or a company with a firewall
We reply within 4 working hours.