DOME and ARCH support

Help with First Porter’s Excel add-ins: licences, billing and setup for your organisation.

Contact us

Email support@firstporter.com. To help us answer quickly, please include:

  • the product: DOME or ARCH;
  • the exact error text, or a screenshot of the add-in’s task pane;
  • the Microsoft account you signed in with (work or personal).

Support hours: Monday to Friday, 8 a.m. to 5 p.m. Eastern Time, excluding Ontario statutory holidays. We aim to reply within two business days. Support is provided in English; support in French will follow.

To see what changed in each update, read our release notes.

Your licence status

The Licence section of the add-in’s task pane shows one of these messages:

Licensed
You have your own active subscription or free trial. Everything works.
Licensed through your organisation
Your employer holds a licence that covers you. You don’t need your own subscription.
Not licensed
We couldn’t find a subscription for your account or your organisation. You can open and view workbooks, but not edit them through the add-in. Choose Subscribe to start a free trial, or ask your IT team whether your organisation is licensed.
Connect to unlock editing
The add-in hasn’t been able to check your licence yet, usually because you’re offline or haven’t signed in. Connect to the internet and choose Refresh licence.

Working offline: once your licence has been checked, the add-in remembers it for 14 days, so you can keep working without a connection. After 14 days offline, it needs to connect again to unlock editing.

If you’ve just subscribed and still see “Not licensed”, close and reopen the task pane, or choose Refresh licence.

Billing

  • Subscribe: in the task pane’s Licence section, choose Subscribe. You’ll pay securely through Stripe.
  • Free trial: each person can have one 30-day free trial. Your card is charged automatically when the trial ends unless you cancel before then.
  • Manage subscription: choose Manage subscription in the task pane to update your card, download invoices or cancel. Cancelling takes effect at the end of your current billing period.

Full details are in our terms of service.

For IT administrators

To deploy DOME or ARCH across your organisation:

  1. In the Microsoft 365 admin centre, go to Settings → Integrated apps. Upload the manifest file we send you. If the add-in is already deployed, upload the new manifest as an update to the existing app.
  2. Review and accept the permissions the add-in requests. They are used only to sign users in so their licence can be checked.
  3. Assign the add-in to the users or groups who need it.
  4. Send your organisation’s tenant ID to support@firstporter.com so we can license your organisation. You’ll find it in the Microsoft Entra admin centre under Overview.

Organisation licences are arranged directly with us. Email us for pricing and invoicing.

Privacy and terms

Read our privacy policy and terms of service.