FAQ – Frequently Asked Questions

Below you will find answers to misc. frequently asked questions related to the DocTools Word add-ins that are available via this website.

Please refer to the individual items in the Support – How to menu for help on how to install, update or uninstall DocTools add-ins. You can also access the Support – How to articles via the sidebar to the right.

If you cannot find the answers to question(s) related to DocTools Word Add-Ins below – or in the Products menu or the Support – How to articles, please do not hesitate to send your questions to DocTools via the Contact page. I will reply to questions as quickly as possible.

NOTE – Microsoft has changed product names as of April 21, 2020
Office 365 has been renamed to Microsoft 365.
Correspondingly, Word for Office 365 has been renamed to Word for Microsoft 365.

TABLE OF CONTENTS – All Questions

General questions


I have been looking for specific information on this website but did not find it. What can I do?

If you cannot find the answers to question(s) related to DocTools Word Add-Ins in the Products menu or the Support – How to menu, please do not hesitate to send your questions to DocTools via the Contact form. I will reply to questions as quickly as possible.


I have clicked a Download button to get one of the free add-ins but nothing was downloaded. What can I do?

As explained on the download pages for the free add-ins, the file will not be downloaded directly. An email with a download link will be sent to the email address you specify.

You must provide a valid email address in order to receive the email.

If you provided a valid email and if the email with the download link does not appear in your mailbox within a few minutes after you clicked the download button, then please check your spam or junk email folder to check whether the email is found there. The email contains a link that will download the file.

If the email still wasn't found, check whether your mailbox is full. If that is the case, free some space and try again. 


I have installed a free trial version of a DocTools add-in – what happens when the trial period ends?

The trial period starts the date you install the trial version. The 7 days will count from that date.

From day 2 and until the trial period ends, a dialog box will automatically open when you start Word, telling that you are using a trial version of the add-in. The dialog box will tell how many days are left. The trial version will work until the dialog box tells that the trial period has ended.

  • If you want to buy a license for the add-in:
    The dialog box that opens automatically includes a Buy Now button that goes to the product-specific page on this website from where you can start the secure order process. You can use that button if you decide to buy license(s) for the add-in. A Buy Now button is also found in the About dialog box you can open from the Help menu of the add-in in Word. You can also go to the product-specific page at this website directly via an Internet browser to start the secure order process.

    When you have received the zip file with the full version after the purchase, install the add-in following the installation instructions. The installation will automatically replace the trial version with the full version.
  • If you do not want to buy license(s) for the add-in:
    You should uninstall the trial version when the trial period has ended. Follow the instructions that were delivered with the trial version or follow the instructions at Uninstall an add-in.

Note that you can purchase and install the full version of an add-in before the trial period has ended if you wish.

IMPORTANT – If there are problems with the trial period, for example, if a message tells that the trial period has ended already the first time you start Word after you have installed the trial version, please contact DocTools.  Please use the same name and email address you used when downloading the trial version. Also include information about which version of Word you are using and which country is set in the regional settings on your computer.


I have purchased an add-in and can see that a newer version is now available – how do I get an update?

For all DocTools Word add-ins with a one-time payment, i.e. no subscription, you can get minor updates for free within the first 12 months. A minor update is an update that has the same start number as the original version you received just after the purchase.

To find the version number of your currently installed DocTools Word add-in, go to the Ribbon in Word, select the relevant DocTools tab. In the group of tools belonging to the add-in, select Help > About.

How to find out whether you are qualified for a free update

Example 1: Your original add-in version number is 2.6. You purchased the license(s) 10 months ago. The current version of the add-in available on this website is 2.8. It is still in the same series (no. 2) and you can request an update for free. See How to request a free update below.

Example 2: Your original version number is 2.6. You purchased the license(s) 14 months ago. The current version of the add-in available on this website is 2.8. It is still in the same series (no. 2) but the 12 months time limit has been exceeded so you are no longer qualified for a free update. You can continue to use your existing version or you can buy an upgrade at a reduced price. See  How to buy an upgrade of an add-in at a reduced price below.

Example 3: Your original version number is 2.6. The current version of the add-in available on this website is 3.0. It is no longer in the same series (no. 3 instead of no. 2) so you are no longer qualified for a free update. You can continue to use your existing version or you can buy an upgrade at a reduced price. See  How to buy an upgrade of an add-in at a reduced price below.

How to request a free update

If you are qualified for a free update of an add-in (see Example 1 above), you can request it as follows:

  • Go to the Contact page and fill in the form – or send an email via the Contact page if you prefer. Make sure to include the following information:
  • Enter your NameCompany (if relevant) and Email.
  • As the Subject, enter: Request for free update of [name of add-in]
    Example: Request for free update of DocTools CrossReferenceManager
  • In the Message field, include the order number and order date from the Share-It order confirmation email you received when purchasing the add-in.
  • Send the message.

NOTE: The name and email specified in the Name and Email fields are expected to be the same as used when purchasing the add-in.

How to buy an upgrade of an add-in at a reduced price

If you are no longer qualified for a free upgrade of an add-in, you can buy an upgrade at a reduced price via the relevant product page or via the Shop page. You can access all product pages via the Products menu above. Use the button with the text Buy UPGRADE. The price on the order page will automatically be reduced.


My computer is being replaced with a new computer – how do I move my DocTools Word add-in to the new computer?

In case of a free DocTools Word add-in:
The simplest solution is to download and install a fresh copy of the add-in from this website. You can access all add-ins from the Products menu.

In case of a licensed DocTools Word add-in:
If the old computer is going to be used by somebody else, uninstall your DocTools Word add-in from that computer. See How to uninstall a Word add-in from DocTools.

On the new computer, install the DocTools Word add-in(s) as you did originally: Find the zip folder you received originally (or the latest version you received in case it has been updated in the meantime). Unzip the zip folder and follow the instructions included in the folder. See How to install a Word add-in from DocTools.

When you restart Word after the installation on the new computer, you will be asked to provide your license key. Use the license key you received with the original delivery.


I am using a Mac – is it possible to use the DocTools add-ins on Mac instead of PC?

Yes, this is possible. In order to use a DocTools add-in on Mac, you must install Windows and one of the supported Office versions for Windows on the Mac.

Background information:
All the DocTools add-ins that are available on this website are created for and tested on PC with Windows. In order for the add-ins to work, the operating system must be Windows (not OS X) and the Office version, incl. Word, must be a version for Windows.

For each add-in, you will find information about which Windows versions of Word the add-in will work with.

Windows and Windows versions of Office can be installed and run on Mac computers with an Intel processor. If your Mac was made in 2006 or later, you will most likely be able to run Windows on it.


Do DocTools add-ins work regardless of the Trust Center Settings in Word?

All DocTools add-ins contain macros. All DocTools macros are created using Microsoft Visua