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Add-in for Excel troubleshooting

Answers to the most common questions about the CloseCore Add-in for Excel.

Do I need a CloseCore subscription to use the add-in?​

Yes. Contact support@closecore.com to purchase a subscription if you don't already have one. If you already have a CloseCore subscription but the Excel Add-in isn't included in your contract, contact your account manager.

How do I log in to the add-in?​

After launching the add-in, click Sign in. This redirects you to closecore.com. If you're not already logged in, you'll be prompted to log in. After logging in, you'll be prompted to authorize the Add-in for Excel; click Authorize. Once authorized, return to Excel and it should be ready to use.

It says "document not found" after logging in​

The document may not be synced to CloseCore yet. Try refreshing the parent folder of that document in the folder view on closecore.com. If the document is still not found, contact your account manager.

Make sure you're working in a document that's actually inside one of your CloseCore month-end folders. The add-in looks the document up in CloseCore's system, and if multiple documents share the same name you'll be prompted to select the correct one.

I failed to sign off after correcting the reconciled balance​

Make sure you're editing a document that will be synced to CloseCore. It can also take a few minutes for the document to sync with the new reconciled balance. Wait a couple of minutes and try to sign off again.

The add-in pane looks empty or won't load​

Try reloading the add-in pane. If it still doesn't load, close and reopen the add-in, and confirm you're signed in to CloseCore in your browser.

More help​

For anything not covered here, email support@closecore.com or use the chat bubble on closecore.com.