Support and resources.
Help with Asthra Writer AI — the AI co-pilot for regulatory and clinical document drafting inside Microsoft Word. Find answers to install and operation questions below, or contact the team directly.
Quick links
Three places to look first, depending on what you need.
- How it works — walk through how the agent plans, retrieves, drafts, and hands off inside Word.
- Document types we support — CSRs, PSURs, CERs, CMC Module 3, and more — each with its own writing rules.
- Trust Center — for security reviews, controls, certifications, and deployment options.
Install and operation questions
For product, security, integration, and commercial questions, see our main FAQ. The six questions below are specific to installing and operating the Microsoft Word add-in.
Which versions of Microsoft Word are supported?
Asthra Writer AI runs in Word for Microsoft 365 on Windows and Mac, and in Word on the web. The minimum requirement is the WordApi 1.1 requirement set, which is supported by Word 2016 and later. Word Mobile is not currently supported.
How do I install Asthra Writer AI from AppSource?
Open Microsoft Word, go to the Home tab, click Add-ins, then Get Add-ins. Search for “Asthra Writer AI” and click Add. The add-in will appear on your Home ribbon as a button. Click the button to open the task pane and sign in with your Asthra account.
Do I need a separate account to use Asthra inside Word?
Yes. Asthra Writer AI requires an Asthra account, separate from your Microsoft 365 sign-in. Request a demo or trial at asthra-writer.ai. Asthra does not use your Microsoft 365 identity for authentication.
The task pane shows “[NOT FOUND — RETRIEVAL FAILURE].” What does this mean?
This message means Asthra was unable to find the requested information in your source document set. It is a deliberate gap-surfacing behaviour — Asthra does not invent content when sources are missing. Check that your source documents have been uploaded and indexed for the project, then reload the task pane. If the issue persists, contact support with the section you were drafting.
The add-in does not load or shows a blank task pane.
Try the following in order: (1) close and reopen the task pane; (2) sign out and sign back in; (3) restart Word; (4) check that you have a stable internet connection; (5) verify that your IT team has not blocked the asthra-writer.ai domain or AWS US-East endpoints. If the issue persists, email support@asthra-writer.ai with your Word version, operating system, and a screenshot if possible.
Can I use Asthra inside a Citrix or VDI environment?
Yes, provided the VDI environment allows outbound HTTPS to *.asthra-writer.ai and the AWS US-East endpoints. Some restricted enterprise environments require IT to allowlist these domains. Contact your account manager for the full domain list.
Troubleshooting common issues
| Issue | Resolution |
|---|---|
| Task pane is blank or grey | Right-click inside the task pane and select Reload. If the issue persists, sign out and sign back in. Browser-level ad blockers can also interfere — disable them for the asthra-writer.ai domain. |
| “Session expired” message | Your authentication token has expired. Click Sign in again. Tokens last 24 hours by default. |
| Drafted content not inserting into Word | Check that the document is not in Read-only or Protected View. Save the document locally and try again. In Word on the web, ensure you have edit permissions. |
| Slow drafting or timeouts | Large source document sets (50+ files, or files over 100 MB total) may slow retrieval. Restrict the source set to relevant documents. For sustained slowness, email support with your retrieval plan. |
| Citations not appearing in output | Citations are enabled by default. If missing, check your draft settings panel. Two-level citations are available on demand by clicking the citation toggle in the task pane. |
| Add-in disappeared from ribbon | Go to Home tab → Add-ins → More Add-ins → My Add-ins, and re-pin Asthra Writer AI. The button will reappear on the Home ribbon. |
Reach the team directly
Three channels depending on the type of issue.
General support
Product issues, account questions, billing, or how-to guidance.
Email: support@asthra-writer.ai
Response: 1 business day
Security and data protection
Security questionnaires, DPIA requests, breach reports, or DPO matters.
Email: guru@asthra-writer.ai
Response: 2 business days; 4 hours for confirmed incidents
Enterprise customers
Dedicated Slack channel and account manager for enterprise plans.
Contact: Your account manager
Response: Per your SLA
Support hours and response times
- Standard hours — Monday to Friday, 9:00 AM to 6:00 PM IST (UTC+5:30).
- Urgent issues — email support@asthra-writer.ai with [URGENT] in the subject. Best effort outside standard hours.
- Standard response — 1 business day for general support, 2 business days for security questionnaires, 4 hours for confirmed incidents.
- Enterprise SLAs — enterprise customers receive a written SLA covering uptime, response times, and incident communications.
More resources
| Resource | Link |
|---|---|
| Full FAQ | /faq — product, trust, security, integration, commercial questions |
| Trust Center | /trust — four trust pillars, compliance status, deployment options |
| Data Security | /data-security — technical controls reference for security teams |
| Privacy Policy | /privacy |
| Terms of Use / EULA | /terms |
| Glossary | /glossary — regulatory terms (CSR, PSUR, CER, CMC, etc.) |
| Blog | /blog — writing automation insights |
| How it works | /product — the four-step plan / retrieve / draft / hand-off flow |
Service status
For service incidents or outages, email support@asthra-writer.ai with [URGENT] in the subject line. Enterprise customers receive incident notifications via their dedicated Slack channel. A real-time status page is on the roadmap.
Still need help?
We respond personally — usually within one business day.