Jira Cloud for Excel Add-in missing

[Mo Rahman]

I've got a user with this issue, where the add-in appears on the web version of Excel but not desktop client of Excel, any tips for troubleshooting?

Uninstall-reinstall of Office has been done, addin folders deleted, few other things, nothing to trigger to load the add-in

Checked addin store location, empty, same as my machine (C:\Users\USER\AppData\Roaming\Microsoft\AddIns) Checked for 3rd party access is granted, confirmed access there (https://id.atlassian.com/manage-profile/apps )

We have no polices blocking this add-in install either as other users can install and use the add-in within Excel as intended.