---
title: "What to do if the Supermetrics sidebar doesn't launch"
slug: "what-to-do-if-the-supermetrics-sidebar-doesnt-launch-excel"
description: "Troubleshoot Supermetrics sidebar issues in Google Sheets or Excel with tips on incognito mode, logging out, clearing cache, and disabling add-ons."
updated: 2026-06-04T10:56:10Z
published: 2026-06-04T10:56:10Z
---

> ## Documentation Index
> Fetch the complete documentation index at: https://docs.supermetrics.com/llms.txt
> Use this file to discover all available pages before exploring further.

# What to do if the Supermetrics sidebar doesn't launch

If you're trying to launch the Supermetrics sidebar in Google Sheets or Excel and it doesn't respond, there are a few steps you can take to troubleshoot the issue.

## Instructions

### Step 1: Use incognito mode or log out

#### **Solution 1: Incognito mode**

Authentication issues can sometimes cause the sidebar to encounter errors on launch.

As a first step, we recommend [opening an Incognito window](https://support.google.com/chrome/answer/95464?hl=en&co=GENIE.Platform%3DDesktop) in your browser and logging in with the Google or Microsoft account you use with Supermetrics. Doing this ensures that no other account credentials are used in place of your Supermetrics credentials.

Please note that this solution won't work if you use Supermetrics with the desktop version of Excel.

#### **Solution 2: Log out**

Alternatively, logging out of all Google and Microsoft accounts currently active in your browser can help stop any authentication issues before they arise. Log out of every Google and Microsoft account, and then log back in using the account you use with Supermetrics.

### Step 2: Clear your browser's cache and cookies

Clear your browser's cache and cookies to remove old credentials.

Depending on the browser you use with Supermetrics, follow the instructions to clear the cache and cookies:

- [Apple Safari](https://support.apple.com/en-gb/guide/safari/sfri11471/26.0/mac/26)
- [Google Chrome](https://support.google.com/chrome/answer/2392709)
- [Mozilla Firefox](https://support.mozilla.org/en-US/kb/clear-cookies-and-site-data-firefox?redirectslug=delete-cookies-remove-info-websites-stored&redirectlocale=en-US)
- [Microsoft Edge](https://support.microsoft.com/en-us/microsoft-edge/view-and-delete-browser-history-in-microsoft-edge-00cf7943-a9e1-975a-a33d-ac10ce454ca4)

### Step 3: Disable add-ons

Disable all other add-ons or add-ins active in your browser.

### Step 4: For Google Sheets: Disable Apps Scripts

Disable any [Apps Scripts](https://developers.google.com/apps-script) created for the Google Account you’re using Supermetrics with.

If these steps don't solve the issue in Google Sheets, we recommend creating a new Google Account and using it when working with Supermetrics.