Microsoft 365 Family: Access denied to Office Add-ins catalog

Hung Hua Thanh 0 Reputation points
2026-09-20T09:27:41.56+00:00

Hello,

I use Microsoft 365 Family on macOS.

Office Add-ins work while I am signed out of Microsoft Office. However, immediately after I sign in with my Microsoft account, Excel cannot load the installed add-ins.

Excel displays the following errors:

  • Access denied to catalog
  • Error loading add-ins
  • One or more add-ins failed to load

I have confirmed the following:

  • My Microsoft 365 Family subscription is active.
  • The add-in loads while Office is signed out.
  • The add-in stops loading after signing in with my Microsoft account.
  • Reinstalling Office does not resolve the issue.
  • Signing out and signing back in does not resolve it.
  • The issue appears to be associated with my Microsoft account’s Office Add-ins/AppSource catalog entitlement.

Please check or reset the Office Add-ins catalog/AppSource entitlement associated with my Microsoft account.

If first-level support cannot reset this entitlement, please escalate the case to the Microsoft account or Office Add-ins backend team.

Device: Mac

Application: Microsoft Excel for Mac

Subscription: Microsoft 365 Family

Microsoft 365 and Office | Excel | For home | MacOS
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  1. Kai-H 27,725 Reputation points Microsoft External Staff Moderator
    2026-09-21T10:39:55.2266667+00:00

    Hi, Hung Hua Thanh

    This behavior points to either stale account credentials on the Mac or a service-side catalog problem. Reinstalling Excel usually does not remove saved Office sign-in data, and forum volunteers cannot reset account entitlements.

    Here are some suggestions you can try:

    Update Excel from Help > Check for Updates, install everything offered, then restart the Mac.

    Quit all Microsoft apps, including Excel, Word, Outlook, OneNote, and Teams. Open Keychain Access, search for “Microsoft Office,” “ADAL,” and “OneAuth,” then remove the related credential entries. Restart the Mac and sign in again using only the account that owns the Microsoft 365 Family subscription.

    Test the same account in Excel for the web. Open Add-ins > More Add-ins. If the catalog also fails there, this strongly supports an account or service-side issue rather than a Mac installation problem.

    Contact Microsoft Support, choose Ask our Support assistant, and request a live support case. Include screenshots, your Excel version from Excel > About Microsoft Excel, whether Excel for the web also fails, and the exact error wording. Support guidance requests client build details and diagnostic logs when add-ins cannot load.

    Ask the agent to investigate the Microsoft Marketplace catalog access for the affected personal Microsoft account and escalate it if account-level diagnostics are required.

    Please be advised that this is a user-to-user support forum. Moderators and contributors, including external Microsoft employees, are not allowed to directly interfere with Microsoft product features or access back-end systems. Our role is limited solely to providing technical guidance on reported incidents, requests, or ideas.   

    Thank you for your patience in reading, I hope this information has been helpful to you. 

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