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Account Activation Troubleshooting & FAQ

Overview

This article provides troubleshooting steps and answers to common questions about activating and managing Timeline subscription licenses. For technical questions, contact our support team at support@officetimeline.com.

Use this guide to find the section that applies to your situation.

A) Troubleshooting
B) Frequently Asked Questions

A) Troubleshooting

I am having trouble with my email confirmation code.

During activation, you may be asked to enter a code to confirm your email. This quick step confirms that you have access to your email address.

What to do

  1. Open the email from Timeline
  2. Copy the code
  3. Return to the login screen
  4. Enter the code and continue

If you do not receive the confirmation email

  • Check spam and junk folders
  • If external email is filtered, your IT team may need to allow messages from Timeline
  • Your Workspace Admin can resend the invitation if needed

If your code expires

Restart the login flow to generate a new code, then try again.

I can't log in or create an account.

Email aliases matter. Logging in with an alias instead of the assigned email can prevent access to your paid license.

Example

Assigned to: firstname.lastname@company.com
Logged in with: flastname@company.com

Even if both emails reach the same inbox, they are treated as different email addresses.

Seeing "Free" after logging in?

Your paid license is still active; it's just associated with a different email address than the one you're currently using to log in. Logging out and back in using the exact assigned email usually resolves this.

What to do

  1. Log out
  2. Log back in using the exact assigned email
  3. Confirm you are on v13.01.00.00 or newer

If your organization uses Microsoft login, start with Login with Email unless Microsoft access has already been approved by your company. If needed, contact your IT or security team for assistance.

If you are unsure which email was assigned, your Workspace Admin or our support team can help.

My Microsoft or Google work account won't authenticate.

Your organization's security policies may block login for third-party add-ins. Timeline supports logging in with:

  • Microsoft
  • Google
  • Login with Email

In some organizations, Microsoft sign-in must be approved by IT before it can be used.

If Microsoft sign-in does not work:

  1. Log in using Login with Email
  2. Ask your IT team to approve Timeline in Microsoft Entra ID

After approval, Microsoft sign-in should work normally.

If a Microsoft login is attempted before approval is completed, it will not work until IT approval is granted. If you are unsure whether approval is in place, start with Login with Email first.

I can't log in to Timeline inside PowerPoint.

Your organization may be blocking one or both of the browser methods used for authentication. Timeline automatically switches between embedded and system browser logins, but if both are restricted, the login will fail.

For more information, see Log in Options: In-app vs Browser.

B) Frequently Asked Questions

How does activation work for single-user customers?

Single-user customers update to the latest version and log in with their Timeline account when prompted. If they previously used a license key, their subscription is already linked to their account. Logging in is the only step needed to activate the product. For detailed activation instructions, see How to activate your new Timeline Add-in license.

What IT admin settings are required for the add-in to work?

Some organizations must adjust Microsoft 365 or security policies for the add-in. Your IT administrator may need to:

  • Whitelist the add-in
  • Allow Microsoft login policies (such as Conditional Access or WebView restrictions)
  • Enable external authentication flows so the add-in can open browser windows for login

For more guidance for IT teams, see Enterprise / Corporate Deployment How-To for IT Administrators.

What if my team has both license-key users and email users?

Teams with mixed setups can keep older license-key users on their existing version temporarily. For consistency and the best experience, we recommend updating all users to the latest version.

If you need additional assistance or have questions, contact our support team at support@officetimeline.com.

How does activation and management work for multi-user accounts?

The Workspace Admin assigns or unassigns seats via the Account Center. Navigate to Admin > Subscriptions, select your subscription, and go to the Seats tab. Users activate Timeline by logging in with the email assigned to them. All seat assignments, updates, and renewals are handled centrally through the Account Center.

In which countries are Timeline and its partners located or processing personal data?

Timeline and its partners currently process personal data in the United States, Romania, and India. The specific list may vary depending on which partners and services are used.

Where is Timeline's customer personal data stored?

All customer data is stored securely in the United States.

What personal data is collected by Timeline?

Timeline collects basic information needed to create and manage your account. This includes your name, email address, IP address (recorded during purchase and log-in events), and billing address.

For individual (B2C) purchases, we also collect your first name, last name, company name, and role.

After upgrading, why do I no longer see some integrations I used before?

With version 13.01.00.00 or newer, Timeline introduced a simpler and more secure way to access the product. As part of this update, some integrations that were previously included in the Pro+ plan, such as Microsoft Project, Smartsheet, or Jira, were reorganized and are now available only in the Expert plan. For more information, see After upgrading, I no longer see some integrations I used before.