Issue
Some users are unable to access the Microsoft Office Store (AppSource) or install CloudExtend add-ins (or any 3rd party add-in for that matter) in Outlook or Excel. The Get Add-Ins option may be missing, greyed out, or the install may fail with no clear error.
Why This Happens
Installing an Office add-in requires the client to look up the user's Microsoft Entra ID (Azure AD) profile. Certain Microsoft 365 Business plans do not provision an Entra ID profile for users because they don't include an Exchange Online mailbox.
Without that Entra ID profile, Microsoft can't complete the identity check the Store and add-in installer depend on therefore, the Office Store won't load correctly, or the add-in won't finish installing, for that user.
📘 This has been confirmed directly by Microsoft support as a licensing issue, not a CloudExtend or add-in configuration issue.
Which Licenses Are Affected
Users on Microsoft 365 plans without Exchange Online are the most likely to hit this
Plans that include Exchange Online — such as Business Standard, Business Premium, or a standalone Exchange Online plan — provision the Entra ID profile add-ins required
Compare Microsoft 365 plans and pricing to see which plans include Exchange Online
How to Resolve It
1. First, Confirm the Office Store Isn't Blocked by an Admin Setting
Before looking at licensing, have your Microsoft 365 Admin verify that Store access hasn't been switched off at the organization level. This is a common — and quick to fix — cause of the same symptoms.
Via the Microsoft 365 admin center (GUI):
Sign in to the Microsoft 365 admin center as a Global Admin
Go to Settings → Org settings
Under the Services tab, select User-owned apps and services
Check (or verify checked) "Let users access the Office Store" — this allows users to install add-ins for Word, Excel, and PowerPoint on their own from AppSource or the in-app Store
There's usually a related checkbox, "Let users start trials on behalf of your organization" — leave that set according to your org's policy; it's separate from Store access
Save. Changes can take a little time to propagate to clients — often same-day, but it can lag
Via Group Policy (if your org manages Office this way):
The setting is under Microsoft Office 2016/365 → Miscellaneous → Block the Office Store (naming may vary slightly depending on the Office ADMX template version)
If this GPO is enabled/set to block, it overrides the admin center toggle above and prevents Store access regardless of that setting
If your organization applies this policy via Intune or on-prem Active Directory, check it there as a separate step
If Store access was blocked and you've now enabled it, have the user retry the install before moving on to the licensing check below.
2. If Store Access Is Already Allowed, Check Licensing
Confirm with your Microsoft 365 Admin which license the affected user currently has
Compare plans and choose one that includes Exchange Online, based on your organization's needs: Compare Microsoft 365 Plans & Pricing
Before assigning or deploying, review Microsoft's admin prerequisites for Office Add-ins: Requirements for centralized deployment of Office Add-ins
Assign the user the updated license in the Microsoft 365 admin center
Have the user sign out and back in to Outlook or Excel, then retry installing the add-in from AppSource
Still Having Trouble?
If the issue continues after confirming the user's license includes Exchange Online:
Please submit a ticket to Microsoft Support and CC CloudExtend Support (cloudextend-support@celigo.com)
Include the following details:
Whether the affected user is on Windows, Mac, or web
The Microsoft 365 license currently assigned to the user
Whether your admin has deployed add-ins organization-wide or per-user.