Support
Something not working, or not sure how a feature is meant to behave? Email support@citeorbit.com and a person will read it. We reply to every message, usually within two business days.
To get a useful answer faster, include:
- What you were doing when it went wrong
- Which product — the web app, the Word add-in, or the Chrome extension
- The check ID, if the problem is with a specific check (shown on the check's detail page)
- Your operating system and, for the add-in, your version of Word
Please don't send confidential manuscripts as attachments. If we need the file to reproduce a problem, we'll tell you how to share it securely.
Word add-in (CiteOrbit for Microsoft Word)
The CiteOrbit button isn't on the Home tab. Close and reopen Word after installing. If it's still missing, check that your Word version supports add-ins: the add-in needs Word 2016 or later on Windows, Word 16.20 or later on Mac, or Word on the web.
"Validate with CiteOrbit" is missing from the right-click menu. This entry needs Word 2502 or later on Windows, or 16.94 or later on Mac. On older or volume-licensed builds it is absent by design — the CiteOrbit button on the Home tab runs the same check.
Sign-in window opens but nothing happens. The add-in signs in through a
separate window opened by Word. If your organisation blocks pop-ups from Office,
or restricts access to app.citeorbit.com, the window may close without
completing. Ask your IT administrator to allow citeorbit.com,
app.citeorbit.com, and word-addin.citeorbit.com.
I get signed out repeatedly in Word on the web. In Word on the web the task pane runs as an embedded frame, and some browsers clear its stored data more aggressively than on desktop. Signing in again restores your account; your checks and credits are unaffected. If this is disruptive, the desktop version of Word keeps you signed in longer.
A check finished but some references say "could not resolve". That means we could not find a confident match in Crossref or OpenAlex — usually a book, report, or web page with no DOI, or a reference with a typo. Open the check's detail view to see the reason for each reference.
Chrome extension
Sign-in fails right after install. The extension signs in through
app.citeorbit.com. If sign-in fails immediately, make sure you're using the
version installed from the Chrome Web Store rather than an unpacked copy.
The extension can't see references on a page. It reads the page you have open when you run a check. Pages that render references inside an embedded viewer — some PDF readers, for instance — may not expose the text. Copy the references and paste them into the extension instead.
Account, credits, and billing
Credits and plans. Each check consumes credits from your workspace balance. Your current balance and plan are on your account page at app.citeorbit.com.
Billing questions, refunds, or cancellation. Email support@citeorbit.com from the address on the account. Our refund and cancellation terms are in the Terms of Service.
Deleting your data or your account. You can delete individual checks from the web app at any time. For full account deletion, or to exercise any other data-protection right, see the Privacy Policy or email us.
Reporting a security issue
Please report suspected vulnerabilities privately to support@citeorbit.com rather than opening a public issue. Tell us what you found and how to reproduce it, and we'll acknowledge your report and keep you updated on the fix.