Account Activation Troubleshooting & FAQ
Overview
This article provides troubleshooting steps and answers to common questions about activating and managing Office Timeline subscription licenses. For technical questions, please reach out to our support team: support@officetimeline.com.
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
- Open the email from Office Timeline
- Copy the code
- Return to the login screen
- 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 Office Timeline
- Your License 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 quickly.
What to do
- Log out
- Log back in using the exact assigned email
- Confirm you are on v13.01.00.00 or newer
If your organization uses Microsoft login, start with Log in 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 License Manager or our support team can help.
My Microsoft/Google work account won't authenticate.
Your organization’s security policies may block the login for third-party add-ins. If this happens, you may not be able to authenticate with your Microsoft or Google work account.
Office Timeline supports logging in with:
- Microsoft
- 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:
- Log in using Login with Email
- Ask your IT team to approve Office 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 Log in with Email first.
I can't log in to Office Timeline inside PowerPoint.
Your organization may be blocking one or both of the browser methods used for authentication. Office Timeline automatically switches between embedded and system browser logins, but if both are restricted, the login will fail.
Learn more: Log in Options: In-app vs Browser
Frequently Asked Questions (FAQs)
How does activation work for single‑user customers?
Single-user customers update to the latest version and log in with their Office 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, please click here.
What IT admin settings are required for the add-in to work?
- 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, please see our 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. However, for consistency and the best experience, we recommend updating all users to the latest version.
How does activation and management work for multi‑user or license manager customers?
The License Manager assigns or removes seats by entering each user’s email on the Subscriptions page. Users activate Office Timeline by logging in with the email assigned to them. All seat assignments, updates, and renewals are handled centrally by the License Manager.
In which countries are Office Timeline and its partners located or processing personal data?
Office 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 Office Timeline's customer personal data stored?
All customer data is stored securely in the United States.
What personal data is collected by Office Timeline?
Office 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, Office 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. Click here for more information.