Support
How can we help?
Reach a person by email, or ask the support assistant for a quick answer about the web app and the Word add-in.
Email support
We aim to reply within one UK working day (Monday to Friday). Include the email address you sign in with and, for add-in problems, your Word version.
Support assistant (chat)
Signed in? Use the chat button in the bottom-right corner of any page. It answers product and account questions and does not give legal advice.
Not signed in? Sign in or start a free trial, or email us above.
Word add-in questions
How do I install the Word add-in?
The quickest route for a firm is a two-minute upload in the Microsoft 365 admin centre (Settings, Integrated apps, Upload custom apps). Word on the web and Word for Mac have single-user routes too. Step-by-step instructions are on the Word add-in page.
The Counsel AI button is not on my ribbon.
Close and reopen Word. Firm-wide installs usually appear within the hour and can take up to 24 hours. If your organisation restricts add-in domains, allow counsel-ai.org.
How do I sign in?
Open the pane, enter your work email and we send a sign-in link. Word runs the pane in its own browser, so copy the link from the email and paste it into the pane instead of clicking it. Links work once. New addresses get an account and a free trial automatically.
What does it cost and how do seats work?
Solo is £79 a month for one user, Team is £299 a month for five users (extra users £49 a month each, up to 15), and Business is £599 a month for 20 users. Prices carry no VAT. Current details are on the pricing page. A team admin invites and removes users from the Account page.
What happens to my document text?
The add-in sends the text of your document to Counsel AI only when you press Run, so the analysis can be produced. The text is processed by our AI provider, Anthropic, and results are stored in your account history. Read the privacy policy for the detail.
Is the output legal advice?
No. Results are AI drafts for review by a qualified solicitor.
Still stuck? Email support@counsel-ai.org and we will pick it up.