GenText Support
Most issues take less than a minute to resolve. Start with the common questions below — if your problem isn't covered, email us.
Monday – Friday, 9am – 5pm EST. Most replies within a few hours.
Common questions
The GenText add-in doesn't appear in my Word ribbon. How do I install it?
In Word, go to Insert → Get Add-ins (or Add-ins → Get Add-ins on Mac) → search for 'GenText' → Add. The GenText tab will appear in the ribbon. If it still doesn't show, restart Word and check Insert → My Add-ins. Office 365 admins on managed tenants may need to deploy it via Microsoft 365 Admin Center.
The GenText task pane is blank or won't load.
This is almost always a network/firewall issue. (1) Check that your firewall allows traffic to addin.gentext.ai. (2) In Word, go to File → Options → Trust Center → Trust Center Settings → Trusted Add-in Catalogs and clear the cache. (3) Sign out, restart Word, and sign back in. (4) On Mac, also try removing and re-adding the add-in via Insert → My Add-ins.
I can't sign in — it keeps redirecting me back to the sign-in screen.
Most often this is a third-party cookie block. In your browser, allow cookies for accounts.gentext.ai. If using Word Desktop, sign out completely (File → Account → Sign Out), restart Word, then sign back in. If you use SSO, confirm your IT admin has approved GenText. Email support@gentext.ai with your account email if it persists.
Citations or paraphrases aren't generating. What should I check?
(1) Confirm you're signed in (top-right of the GenText pane, or the avatar in the web app at app.gentext.ai). (2) Check your subscription is active in your account settings. (3) Make sure you've selected text in your document before clicking Cite or Paraphrase. (4) Try a shorter selection — very long passages (>2000 words) sometimes time out. (5) If you see an error code, email it to support@gentext.ai.
Where can I see or change my subscription?
Sign in at app.gentext.ai and open Account from the top-right menu. You can view your plan, change billing details, upgrade, or cancel from there. Receipts are emailed automatically. For refund requests within the eligible window, email support@gentext.ai.
Does GenText work in Word Online (the browser version)?
Yes. Sign in to office.com, open a document, and use Insert → Add-ins → GenText. Note that Word Online is missing some Word Desktop features (macros, advanced track changes) — that's a Word limitation, not a GenText one. See our Word Online vs Desktop comparison for details.
Does GenText work on Mac?
Yes. Word for Mac (Microsoft 365 or 2021) is fully supported. The install path is the same: Insert → Get Add-ins → search 'GenText'. If your Mac runs an older Word version (2019 or earlier), upgrade to a supported version.
Is my document content sent to GenText?
Only the text you explicitly select and submit (e.g. a passage you want cited or paraphrased) is sent to our servers for processing. Your document is never uploaded in full. We don't train models on customer data. See our privacy policy for full details.
I'm an academic institution / library — do you offer site licenses?
Yes. Email support@gentext.ai with your institution name, approximate user count, and any procurement requirements. We typically respond within 1 business day with pricing and deployment options.
My question isn't here.
Email support@gentext.ai with your account email and a description of the issue (and ideally a screenshot if it's a UI problem). We respond Monday–Friday, 9am–5pm EST, usually within a few hours.
Quick-link guides
Still need help?
Send us a message — we typically reply within a few hours during business days.