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Troubleshooting

Pick the one that sounds like your problem — most fixes here take under two minutes.

The extension isn't workingButtons missing, icon vanished, nothing loadsLicense or billing problemActivation, missing key, device limit, refunds

Something else? Contact support

Current status

Updated 1 August 2026

Google has finished moving NotebookLM (Gemini Notebook) to notebook.google.com. The old address notebooklm.google.com now redirects there automatically — in our tests on 1 August, every request redirected.

If the extension stopped working entirely this week, this is why: versions before 1.9.4 only work on the old address, which no longer serves the app — update to 1.9.4 or later, which supports both addresses.

Chrome Web Store Firefox Add-ons
Why this happens

The move rolled out gradually through late July: on 29 July only part of the traffic redirected, so the extension could seem to break at random — working in one session, gone in the next. With the redirect now consistent, a pre-1.9.4 extension fails consistently instead. Updating fixes it; your notebooks and settings are untouched.

Full story, including how to verify the new address is genuine: What is notebook.google.com?

The extension isn’t working

First, try this

  • Reload your NotebookLM tab — that alone fixes most of it.
  • Make sure you’re on the latest version — update the extension below.
  • Check the extension is pinned: click the puzzle-piece icon in your toolbar, then the pin next to NotebookLM Tools.

I don't see the extension's buttons in NotebookLM

Check the address bar first. The app now lives at notebook.google.com, and extension versions before 1.9.4 only work on the old address — so on the new one they show nothing at all. See Current status for why.

Update the extension to 1.9.4 or later, then reload your NotebookLM tab. If the buttons still don’t appear, run through First, try this above.

The icon vanished, or the extension turned itself off

This doesn’t happen on every update — only when a new version asks for a permission your browser hasn’t already granted. When it does, the browser turns the extension off until you approve it: the icon vanishes from your toolbar and it looks like the extension was uninstalled. It wasn’t, and your data is intact. Turning it back on takes one click.

Chrome, Edge, Brave, Arc, Opera

  1. Type chrome://extensions in the address bar and press Enter
  2. Find NotebookLM Tools — it will be greyed out, or show a warning such as “This extension has been disabled” or “requires new permissions”
  3. Click Enable (or Review permissions), then Allow
  4. Reload your NotebookLM tab

If the puzzle-piece icon in your toolbar has a red dot on it, the prompt is waiting in there.

Firefox

  1. Type about:addons in the address bar and press Enter
  2. Look for NotebookLM Tools flagged as “requires your attention” or disabled
  3. Click Enable, then approve the permission
  4. Reload your NotebookLM tab

It's not working in Firefox

  • Nothing appears after installing. Reload the NotebookLM tab — Firefox doesn’t always inject a newly-installed extension into tabs that were already open.
  • Private windows. Firefox extensions don’t run in Private Windows by default. Open about:addons, find NotebookLM Tools, open the three-dot menu and toggle Run in Private Windows.
  • Multi-Account Containers. Each container keeps its own NotebookLM session; the extension follows whichever account is active in the current tab.
  • It works on Chrome but not Firefox. Make sure you installed the Firefox build from addons.mozilla.org — a Chrome .crx will not work in Firefox.
  • Firefox for Android is not supported. Use desktop Firefox.

Update the extension

Your browser picks up new versions on its own, but only checks every few hours. To pull one immediately:

  1. Chrome: open chrome://extensions, turn on Developer mode (top-right), then click Update (top-left)
  2. Firefox: open about:addons, click the gear icon near the top-right, then Check for Updates

Reload your NotebookLM tab afterwards.

Check which version you have

  • Chrome: chrome://extensions — the version sits under the extension name
  • Firefox: about:addons → NotebookLM Tools → version
Chrome Web Store Firefox Add-ons

License or billing problem

I have a license key — how do I activate it?

  1. Open NotebookLM with the extension installed
  2. Click the “Unlicensed” button in the extension’s toolbar
  3. Paste your license key
  4. Click Activate

My license key never arrived

  • It’s emailed by Polar to the address you used at checkout — which may not be your Google account address.
  • Check your Spam or Junk folder. This is where it usually is.
  • You can also retrieve it any time from the customer portal.
  • Still nothing after 15 minutes? Email support@nlmtools.com with the address you ordered with.

It says I've used all 5 devices

Each license activates on up to 5 devices. To free a slot, deactivate one you no longer use:

  1. Open the customer portal
  2. Find your license and its list of activations
  3. Deactivate a device you don’t use any more
  4. Go back to the new device and activate as normal

Note that each browser or browser profile counts as its own activation, so one computer can use more than one slot.

I need a refund, an invoice, or to cancel

All of it lives in the customer portal. Every plan comes with a 14-day money-back guarantee.

Still stuck?

Email support@nlmtools.com or post on our feedback board. Please include your browser, the extension version, and which domain shows in your address bar.