Access and login issues
My email address doesn't have access to the cloud version
Contact your sales representative or email [email protected] and we'll get you set up.
I'm not receiving the access code email
Check your spam or junk folder.
If it isn't there, ask your IT team to allow emails from
[email protected]so future codes aren't blocked.
"Your licence is not assigned" error
Click Contact Licence Manager to request access from your firm's licence manager. If you need further help, email [email protected].
"You have already accessed Definely from another device" error
Definely doesn't support concurrent logins. Log out of the other session and try again.
Definely Vault issues
My licence has Definely Vault, but Vault is missing
Step 1: Log out and back in. In the Definely ribbon, click Help > Logout (or click the Settings icon in the side panel and select Logout). Then log back in with your email.
Step 2: If Vault is still missing, clear the local database.
Log out of Definely and close Microsoft Word.
Open File Explorer and go to
C:\Users\{User}\AppData\Roaming\Definely.Delete
data.db.Reopen Word, click Open Definely, and log back in.
If Vault is still missing after these steps, email [email protected] with your bug report attached.
What's the maximum upload size for Vault?
100 MB per file.
Does AI auto-labelling work with PDFs?
Currently, AI auto-labelling only works with .doc and .docx files. You can enable it under Settings > AI processing > Enabled.
How many documents can I upload to Personal Vault?
Up to 50 documents.
Side panel and display issues
How do I reopen the Definely side panel?
Click the Definely tab in the Word ribbon, then click Toggle Definely Side Panel.
Highlighting isn't centred properly on defined terms
If you're using an external monitor, go to Settings in Definely and turn on DPI Awareness. This usually resolves the issue. If you're not using an external monitor, contact support.
Installation and ribbon issues
Definely isn't showing in my Word ribbon
Open Word and go to File > Options.
Click Add-Ins, choose COM Add-ins from the dropdown, and click Go.
Tick Definely and click OK.
Restart Word.
Definely was working but has now disappeared
Open Word and go to File > Options.
Click Add-Ins, choose Disabled Items from the dropdown, and click Go.
Select Add in: Definely and click Enable.
Then go back to Add-Ins, choose COM Add-ins, click Go, tick Definely, and click OK.
Restart Word.
Definely still won't appear
Check that .NET Framework 4.8 Advanced Services is enabled:
Open Control Panel > Programs > Turn Windows features on or off.
Tick .NET Framework 4.8 Advanced Services.
Click OK and restart your computer if prompted.
Open Word and check that Definely is now visible.
Other things to try
If the steps above don't bring Definely back, try the following:
Update Microsoft Office. In Word, go to File > Account > Update Options > Update Now. Then close Word and reinstall Definely (or check that it's enabled under COM Add-ins).
Run the Microsoft .NET Framework Repair Tool. This is useful if you've switched from a
.exeto an.msiinstall.Generate an installation log file. Uninstall Definely completely (Control Panel > Programs > Uninstall a Program), then run this command from Command Prompt (as Administrator):
msiexec /i "path_to_definely_installer.msi" /L*V "path_to_logfile.log"
Send the log file to [email protected].
Check Event Viewer. Go to Windows Logs > Application and look for any
.MSIerrors. Share any messages you find with support.
Need more help?
If none of the steps above resolve your issue, email [email protected] with as much detail as possible. Including a bug report (see our How to create a bug report article) helps our team investigate faster.