Support & Contact
📞 Support Hours: Monday-Friday, 9:00-17:00 CET (excluding Polish public holidays)
💬 Language: English, Polish
🎯 Support Response Times
- FREE plan: 48 hours (business days)
- PRO plan: 24 hours (business days)
- ENTERPRISE/SCHOOLS: 12 hours (business days, priority queue)
🔍 Frequently Asked Questions (FAQ)
1. How do I install Cellify in Excel?
Option A: Microsoft AppSource (Recommended)
- Open Excel Desktop or Excel Online
- Go to Insert → Get Add-ins
- Search for "Cellify"
- Click Add
- Sign in with your work/school account (Azure AD)
Option B: Sideloading (Development/Testing)
- Download
manifest.xml from developer
- Excel Online → Insert → Add-ins → Upload My Add-in
- Select
manifest.xml
2. I'm getting "Error 13007 - SSO consent required". What should I do?
Error 13007 occurs when Excel cannot obtain SSO consent from Azure AD. Try these solutions:
- Switch to Excel Online: Use Excel in browser (office.com) instead of Desktop
- Disable Corporate Firewall: Your organization's firewall may block consent dialogs
- Use Incognito/InPrivate: Open Excel Online in private browsing mode
- Check Browser Extensions: Disable ad blockers and privacy extensions
- Contact IT Admin: Request Azure AD consent for Cellify app (Application ID:
2fb71081-fc22-4e53-a9a1-af146f60befd)
3. How do I upgrade from FREE to PRO?
- Open Cellify add-in in Excel
- Click Upgrade to PRO (when limit reached)
- You'll be redirected to Microsoft AppSource
- Complete purchase through Microsoft billing
- Upgrade is instant (no Excel restart needed)
Price: €20.00/month (UNLIMITED messages)
4. How do I cancel my subscription?
- Go to Microsoft AppSource → My Account → Subscriptions
- Find "Cellify" → Click Manage
- Click Cancel Subscription
- Confirm cancellation
Effect: Access continues until end of billing period, then downgrade to FREE (20 messages/month)
Refund: Within 14 days of purchase (EU consumer protection)
5. Does Cellify work on Mac and Safari?
Mac Excel Desktop: Yes (Office 2016+ for Mac)
Safari browser: Yes (Excel Online works in Safari)
Excel for iPad: Not yet supported (future release)
6. Is my data secure? Where is it stored?
Storage Location: Google Cloud Platform (us-central1, United States)
Security Measures:
- Encryption in transit: TLS 1.3 (HTTPS)
- Encryption at rest: AES-256
- Azure AD SSO (no passwords stored)
- GDPR-compliant (Standard Contractual Clauses)
Excel Files: We do NOT store your Excel file contents. Only chat history and user profile.
📄 Full Privacy Policy
7. Can I use Cellify offline?
No. Cellify requires internet connection for:
- AI processing (Google Vertex AI)
- Azure AD authentication
- Subscription validation
Excel Desktop can open files offline, but Cellify add-in will not function without internet.
8. What languages does Cellify support?
140+ languages including:
- English, Polish, German, French, Spanish
- Japanese, Chinese, Korean, Arabic, Hindi
- Russian, Portuguese, Italian, Dutch, Turkish
Auto-detection: Cellify automatically detects your language and responds in the same language.
🐛 Report a Bug
Found a bug? Help us improve Cellify!
- Email [COMPANY_EMAIL] with subject: "Bug Report"
- Include:
- Description of the issue
- Steps to reproduce
- Expected vs actual behavior
- Excel version (Desktop/Online, Windows/Mac)
- Screenshot (if applicable)
- We'll investigate and respond within 24-48 hours
💡 Feature Requests
Have an idea for a new feature?
- Email [COMPANY_EMAIL] with subject: "Feature Request"
- Describe:
- What problem does it solve?
- How would you use it?
- Example use cases
- We review all requests and prioritize based on user demand
🔐 Data Privacy Requests (GDPR)
Exercise your GDPR rights:
Access Your Data
Email [COMPANY_EMAIL] with subject: "GDPR Access Request"
We'll provide a JSON export of all your data within 30 days.
Delete Your Account
Email [COMPANY_EMAIL] with subject: "Account Deletion Request"
Data will be permanently deleted within 30 days (except billing records retained for 7 years).
Correct Your Data
Update your profile in Azure AD or contact us to correct inaccuracies.
📚 Documentation & Resources
🚀 Enterprise & Schools
Interested in volume licensing for your organization?
ENTERPRISE Plan: €15.00/user/month (10+ users minimum)
SCHOOLS Plan: €10.00/user/month (educational institutions)
Benefits:
- Priority support (12-hour response time)
- Dedicated account manager
- Custom training sessions
- Volume discounts (50+ users)
- Invoicing available
Contact: [COMPANY_EMAIL] with subject "Enterprise Inquiry"
📞 Emergency Support
For critical production issues affecting multiple users:
Email [COMPANY_EMAIL] with subject: "URGENT: [Brief Description]"
Response: Within 4 hours (during business hours)