Get in touch with our support team
Every DecoverAI customer works with the same team that builds the product — there is no offshore first tier and no ticket triage queue. Email is the fastest route for anything technical.
Product & technical support
Bugs, errors, add-in problems, processing questions, and anything else about using the platform. Include your matter name and a screenshot where you can — it usually saves a round trip.
support@decover.ai →Accounts, billing & plans
Seat changes, invoices, plan upgrades, and questions about what is included in your subscription. Our team can also walk you through usage on your current plan.
sales@decover.ai →Security & compliance
SOC 2 reports, HIPAA documentation, DPAs, subprocessor lists, and vendor security reviews. Most documents are available for immediate download from our Trust Center.
Visit the Trust Center →What to expect after you write in
Support is staffed Monday to Friday, 9:00am–6:00pm Pacific, excluding US public holidays. These are our target first-response times — in practice most messages are answered well inside them.
| Severity | What it looks like | Target first response |
|---|---|---|
| Urgent | The platform or add-in is unavailable, or a production or filing deadline is at risk. | Within 4 business hours |
| High | A core workflow — review, privilege logging, redaction, production — is blocked with no workaround. | Within 1 business day |
| Normal | Something is behaving unexpectedly but there is a workaround, or you have a how-to question. | Within 2 business days |
| Low | Feature requests, feedback, and general product questions. | Within 3 business days |
If you are on an enterprise agreement, the response and resolution commitments in your contract govern and take precedence over the targets above. For a deadline-critical issue outside business hours, write to support@decover.ai with URGENT in the subject line.
DecoverAI for Microsoft Word
The DecoverAI add-in brings your matter into the document you are already drafting. It opens as a task pane beside your document in Word, so you can pull from the record, check a passage, and keep writing without leaving the page. This page covers setup and troubleshooting — for what the add-in does and where it runs, see the Word add-in product page.
Your matter, inside the document
Available for Word on Windows, Mac, and the web. Sign in with your existing DecoverAI account — there is nothing separate to license.
Draft and revise with case context
Generate and rework passages grounded in the documents already loaded into your matter, rather than in a blank model with no knowledge of the record.
Cite and pull from case documents
Search the matter's document set from the task pane and insert the excerpt, with its source, straight into the draft you are working in.
Privilege log and redaction assist
Flag privileged or confidential passages as you write and build privilege log entries from the material in front of you.
Summarize and analyze the open document
Summarize the document on screen, extract the facts that matter, and place events on a chronology without leaving Word.
A fuller tour of what the add-in does — and how it fits alongside the web app — is on the Word add-in product page.
What you need
- A DecoverAI account — the add-in uses the same login and the same matter permissions as the web app. If you do not have one yet, book a demo to get set up.
- A supported version of Word — Word for Microsoft 365 on Windows or Mac, Word on the web, or Word 2021 or 2019 signed in with a Microsoft 365 account.
- A signed-in Microsoft 365 account — Office requires one to load add-ins from AppSource, even for the free tier.
- Outbound HTTPS access to
*.decover.aion port 443 — if your firm filters traffic, ask IT to allow it before you install.
Installing the add-in
- Open Word and go to Home → Add-ins. On older builds this sits under Insert → Get Add-ins.
- Choose More Add-ins, open the Store tab, and search for DecoverAI.
- Click Add, then accept the license terms and privacy policy when Word prompts you.
- The DecoverAI button appears on the Home tab of the ribbon. Click it to open the task pane.
- Sign in with your DecoverAI credentials and pick the matter you want to work in. Word remembers the add-in on every device where you are signed in with the same Microsoft 365 account.
Working in a firm where IT controls software? Your Microsoft 365 administrator can deploy DecoverAI to everyone centrally from Microsoft 365 admin center → Settings → Integrated apps. Central deployments can take up to 24 hours to reach every user. Have your admin write to support@decover.ai if they would like us on the call.
Removing the add-in
- In Word, go to Home → Add-ins → More Add-ins and open the My Add-ins tab.
- Click the … menu on the DecoverAI tile and choose Remove.
- Removing the add-in does not touch your DecoverAI account or any matter data. To close your account entirely, write to support@decover.ai and we will confirm deletion in line with our privacy policy.
Common Word add-in issues
Most add-in problems come down to Office's own cache, sign-in, or an organization policy. Work through these before writing in — and if none of them fix it, send us the details and we will take it from there.
The DecoverAI button is not on my ribbon
The task pane opens blank or white
%LOCALAPPDATA%\Microsoft\Office\16.0\Wef. On Mac, close Word and delete ~/Library/Containers/com.microsoft.Word/Data/Library/Caches/com.microsoft.Office365ServiceV2. Reopen Word and load the add-in again. In Word on the web, a hard refresh of the browser tab does the same job.Sign-in fails or the login window keeps reappearing
decover.ai in the browser or the Office WebView, then try again. If your firm uses SSO, confirm with IT that your DecoverAI account is provisioned through the same identity provider you are signed into Word with.Word says add-ins are blocked by my organization
The add-in loads but cannot reach my matters
*.decover.ai on port 443, including from the proxy that Office traffic passes through. If your matters load in the web app on the same machine but not in Word, tell us — that points at the Office WebView rather than the network.Something behaves differently in Word on the web
How do I report a bug so it gets fixed quickly?
How the add-in handles your documents
The add-in is a view onto the DecoverAI platform, and it is governed by exactly the same controls: encryption with AES-256 at rest and TLS 1.2+ in transit, role-based access, full audit logging, and matter-level permissions carried over from the web app. Your documents are never used to train, fine-tune, or improve AI models. Content from the open document is sent to DecoverAI only when you ask for an action, and is processed in isolated environments that are torn down afterwards.
Full detail lives on our security page, our privacy policy, our data processing agreement, and the Trust Center, where SOC 2 Type II and HIPAA documentation is available on request.
Send us the details
Prefer not to open your mail client? Fill this in and it reaches the same team. Please leave privileged or confidential document text out of the description — tell us what happened and we will follow up through a secure channel if we need to see the material.