According to your description, users can not see the add-in via Excel Online. Office Add-ins deployed in the Office 365 admin center are available in users’ Office applications rather than Office Online. Please see the
Applies to in the following article: Start using your Office Add-in
In this situation, please let us know if you can see the add-in in Office 365 ProPlus > Insert > My add-ins as the below shows.
Please also make sure - you log into Office Pro Plus 2016 with the correct Office 365 account.
If they still cannot see the add-in, please provide the following information:
1. A screenshot of the Office Pro Plus version. To do it, open the office program, click
Files > Account. You will see the version just under
2. A screenshot about My add-ins when using Office 365 ProPlus.
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