How do I access my subscription?

Susie Lofts 25 Reputation points
2025-09-20T11:18:21.78+00:00

I have just purchased a Surface Laptop, together with a 15 month subscription for Microsoft 365 Personal.

I have received the laptop, but my Order History shows that the 365 subscription is pending, expected delivery 03/10/2025. I already have 365 Basic on another device, but that does not work on my new device.

Does that mean I have to wait two weeks before I can use my new, already paid for, subscription?

Microsoft 365 and Office | Subscription, account, billing | For home | Windows
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Answer accepted by question author
Ivan B 126.2K Reputation points Independent Advisor
2025-09-20T13:43:11.46+00:00

Hi ,

Go to Microsoft Store > Library > Included with devices > I believe you can't redeem while you have an active subscription. You would have to terminate your 365 Basic subscription to redeem 365 Personal.

The best way to contact Microsoft is using the Home chat. Access the link below and type "Office." Below, there will be a Contact Support option.

Enter your details to open the chat, and a Microsoft agent will come to assist you.

https://support.microsoft.com/home/contact

To confirm, do not perform any procedures before confirming with Microsoft Support.

Give feedback if the information was useful or not.

Thanks

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  1. Eliana Santos 0 Reputation points
    2025-09-20T12:02:24.9133333+00:00

    I can’t use office I want cancel my subscription and refund.

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