# Troubleshooting

### General issues

<details>

<summary>I upgraded but I'm still seeing limits in Plus AI</summary>

1. Reload the Plus extension.
   * In Google Slides, reload your browser page and then relaunch Plus AI.&#x20;
   * In PowerPoint, close and relaunch the add-in.
2. If you're on the **Basic** plan, note that some of our paid features are limited to the higher **Pro** and **Team** tiers. Check our [pricing page](https://www.plusdocs.com/pricing) to make sure you are on the correct plan.
3. Make sure you are signed into the correct account. You can verify your email in the dropdown menu of the add-on.
4. Make sure you are using the correct [organization](https://guide.plusai.com/plus-ai/invite-your-team) — **remember that paid subscriptions are tied to a specific org**. You can see which org you're a member of an switch to the correct one in the same dropdown menu in the add-on.&#x20;

<figure><img src="https://3528250745-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F54nb5b7bqXPHgn40UzoV%2Fuploads%2Fydl44uEuLXh8MVMe9dve%2FCleanShot%202025-06-30%20at%2016.23.43%402x.png?alt=media&#x26;token=084f83ec-1a82-49d3-b8dc-5ca7af349361" alt="" width="356"><figcaption></figcaption></figure>

</details>

<details>

<summary>I'm signed into the wrong account</summary>

To switch accounts, open the add-on in Google Slides or PowerPoint, open the dropdown menu and click **log out**. You can also verify which email you are logged into.

This menu also allows you to switch between [multiple organizations](https://guide.plusai.com/plus-ai/invite-your-team) — remember that a paid subscription is tied to a specific org, so make sure you're in the correct one to access Plus AI features.

<figure><img src="https://3528250745-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F54nb5b7bqXPHgn40UzoV%2Fuploads%2FBc4CGXReQoegT6viKomx%2FCleanShot%202025-06-30%20at%2016.23.43%402x.png?alt=media&#x26;token=ea0e72df-bebd-4c8e-ae5a-83d715229b42" alt="" width="356"><figcaption></figcaption></figure>

</details>

### Google Slides installation issues

<details>

<summary>Plus AI isn't loading in Google Slides</summary>

"*I've installed the Plus AI add-on, but the only option I see in the Extensions menu under Plus AI is Help."*

* Disable active browser extensions.
* Try reloading the page and relaunching the extensions menu.
* Give it a minute to fully load.
* If you don't see the Plus AI add-on at all under your Extensions menu, make sure it is [installed](https://guide.plusai.com/plus-ai/install-in-google-slides).

Sometimes the extension can take a second or two to load properly, especially if you're on a slower connection. During this time, the only option in the extensions menu is "Help."

<figure><img src="https://3528250745-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F54nb5b7bqXPHgn40UzoV%2Fuploads%2FuhVoi06otiEvjPQmzXSH%2Fextensionmenutroubleshooting.gif?alt=media&#x26;token=d396d15e-33e4-47b7-bfe9-bacd8b9cd4ae" alt=""><figcaption><p>Sometimes the Google Slides extensions menu is finicky</p></figcaption></figure>

</details>

<details>

<summary>Plus AI is telling me I can't use multiple Google accounts</summary>

*"When I launch the Plus AI extension, I see an error that I can't use multiple Google accounts."*

You can use Plus AI with multiple Google accounts, you just can't be logged into both of them in the same browser.

The workaround is to set up multiple browser profiles:&#x20;

* Set up two (or more) [Chrome profiles](https://support.google.com/chrome/answer/2364824?hl=en\&co=GENIE.Platform%3DDesktop) (or [Safari Profiles](https://support.apple.com/en-us/HT212544)), e.g., one for work and one for your personal email.&#x20;
* Log into the respective Google account on each profile. When you want to switch between them, use the profile switcher in your browser.
* In Google Slides, confirm you're only logged into the one email you want to use with Plus.

![](https://3528250745-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F54nb5b7bqXPHgn40UzoV%2Fuploads%2FxcMB0hZZ5RdvxC8qaQTF%2Fimage.png?alt=media\&token=2ce169e0-905e-4714-9ee8-a88066a96bbf)

</details>

### PowerPoint installation issues

<details>

<summary>I'm installing from the AppSource store and I can't login.</summary>

If you have multiple Microsoft accounts, you might run into some sign in issues when trying to install AppSource apps.&#x20;

We recommend [installing the add-in directly within the app. ](https://guide.plusai.com/plus-ai/install-in-powerpoint)

</details>

<details>

<summary>I don't have permission to install add-ins on my work account</summary>

Ask your Microsoft Office admin or IT to enable the Plus AI app. <https://appsource.microsoft.com/en-us/product/office/WA200007130>

Alternatively, you can use the Plus add-in with a personal Microsoft account. (Unfortunately you will need a paid Microsoft Office subscription either way.)

</details>

<details>

<summary>The add-ins button is disabled in my PowerPoint app</summary>

* Make sure you have at least 1 slide in your presentation.
* Make sure you are not in "slide sorter" mode (where slides are displayed as a grid of thumbnails). Switch to "normal" mode (the book icon).

<figure><img src="https://3528250745-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F54nb5b7bqXPHgn40UzoV%2Fuploads%2FJefkR91HUdrkQW07PcK4%2FCleanShot%202024-06-24%20at%2016.11.13%402x.png?alt=media&#x26;token=173507d5-398e-45c3-ae4b-17fc1eac8213" alt=""><figcaption><p>You must have at least one slide and be in "Normal" mode to access the Add-ins menu</p></figcaption></figure>

</details>

<details>

<summary>The add-in doesn't work properly in PowerPoint for the Web (in my browser)</summary>

We strongly encourage using Plus AI in the PowerPoint desktop app&#x20;

Some limitations of PowerPoint in the browser mean that Plus AI generated content may not be formatted correctly. [Learn more](https://guide.plusai.com/plus-ai/install-in-powerpoint/powerpoint-desktop-app-recommended)

</details>

### Generating presentations

<details>

<summary>My presentations continuously fail to generate.</summary>

* Reload the add-on
  * In Google Slides, reload the page in your browser, then relaunch Plus AI
  * In PowerPoint, close and reload the extension
* Try a **different prompt**
  * If you've been using your own prompt, try one of the preset options
  * If you're trying to upload a file, try starting from a prompt instead

If you perform these troubleshooting steps and you continue to get an error, [contact us](https://guide.plusai.com/help/contact-us).&#x20;

{% hint style="info" %}
To help us identify the problem, please include

* The email associated with your Plus AI account
* Whether you're using Google Slides or PowerPoint
* All the prompt(s) / file(s) you tried that failed
* Details about the error — did any prompts work? does the add-on fail immediately or after a few minutes?&#x20;
  {% endhint %}

</details>

<details>

<summary>It says I successfully generated a presentation, but I don't see it.</summary>

* In Google Slides, slides for a new presentation get added to the end of your presentation. Make sure you scroll down to the end of your presentation to see your new slides.
* In PowerPoint, new slides are appended to the beginning of your presentation.&#x20;

</details>

<details>

<summary>How do I generate more than 30 slides per presentation?</summary>

Plus AI has a limit of 30 slides per presentation generated.

To create a longer presentation, we recommend simply breaking up your prompt into multiple chapters and generating multiple presentations (each time you do it, the new slides just get added to the presentation you have open.) You'll then need to do a little bit of work to delete the extra title and agenda slides.

</details>

<details>

<summary>I can't find a presentation I generated previously.</summary>

*"I generated a presentation with Plus AI but seem to have lost it."*

Go to the [History](https://guide.plusai.com/ai-for-presentations/history) view to find a list of your previously generated presentations.&#x20;

* **In Google Slides:** Plus AI only works on files that you have access to and can edit, so you can also find all of your generated slides in your Google Slides history: <https://slides.google.com>
* If you deleted slides (or the presentation) after generating them, we don't retain a copy of them.

</details>

## Formatting

<details>

<summary>Can I upload a custom font in Google Slides?</summary>

Unfortunately no. Because Plus AI works within Google Slides and Google Slides only supports Google Fonts, you cannot upload a custom font

You can use custom fonts with [custom branding](https://guide.plusai.com/ai-for-presentations/custom-branding) in Plus AI for PowerPoint. We can also&#x20;

</details>

<details>

<summary>Plus AI doesn't follow my formatting instructions</summary>

Currently, Plus AI only works with prompts about presentation **content**, not design.

We offer a wide selection of [presentation templates](https://guide.plusai.com/ai-for-presentations/templates) to help you achieve the visual style you want. For additional customization, you can:

* Use [custom branding](https://guide.plusai.com/ai-for-presentations/custom-branding) to change fonts, colors, and add a logo.&#x20;
* Upload a simple [custom template](https://guide.plusai.com/ai-for-presentations/custom-templates-beta) (up to 25 slides)
* [Contact us](https://plusai.com/contact-enterprise) about Enterprise options if you need an advanced custom template (more slides, more designs, charts/icons/diagrams)

</details>

<details>

<summary>I want to upload a whole presentation and use Plus to reformat it</summary>

We do not recommend using [upload-a-file](https://guide.plusai.com/ai-for-presentations/generate-a-presentation/upload-a-file "mention") for this — that workflow is designed to synthesize a document into a new presentation, so your content will be reorganized and rewritten.

The best way to reformat slides currently is is one slide at a time using [remix-slides](https://guide.plusai.com/ai-for-presentations/remix-slides "mention"), where you can select the slide design you want and control how much your content gets rewritten.

</details>

## Need more help?

{% content-ref url="plans-and-billing" %}
[plans-and-billing](https://guide.plusai.com/plus-ai/plans-and-billing)
{% endcontent-ref %}

{% content-ref url="../help/contact-us" %}
[contact-us](https://guide.plusai.com/help/contact-us)
{% endcontent-ref %}