Can't access MS365 on another registered device

Question

Can't access MS365 on another registered device

Aalen Wall 165

I have MS365 subscription for two devices. Each device accesses the program through a different email. I recently purchased a second laptop which I registered on the site. It shows in my account as a registered device. Since changing the laptop I am no longer able to access MS365 on the new laptop.

How can I resolve this?

John Jefferson Doyon 84,020 Reputation points Independent Advisor

2026-03-30T10:23:17.1766667+00:00
Hi, I'm John!

To help narrow down the issue:

What happens when you try to use Microsoft 365 on the new laptop? Any error message?

Are you signing in with the same Microsoft account that owns the subscription?

You mentioned two emails, which one has the active subscription?

Are you trying to use apps (Word, Excel) or accessing it via browser?
Aalen Wall 165 Reputation points

2026-03-31T20:12:09.3566667+00:00

No error message. I eventually got a message that I have to either enter my passkey or purchase the program? My subscription is to MS365 Personal. I can have I think 5 devices on this policy. I purchased the program against my name and email. I added my partner's laptop and they access their MS Word via a separate email, but under my subscription. Maybe this is not correct. I don't know, but it worked before and only stopped working when my partner got a new laptop and we updated that on the account.

Any ideas?

Answer accepted by question author

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Your answer

John Jefferson Doyon 84,020 Reputation points Independent Advisor

2026-03-30T10:23:17.1766667+00:00

Hi, I'm John!

To help narrow down the issue:

What happens when you try to use Microsoft 365 on the new laptop? Any error message?

Are you signing in with the same Microsoft account that owns the subscription?

You mentioned two emails, which one has the active subscription?

Are you trying to use apps (Word, Excel) or accessing it via browser?
Aalen Wall 165 Reputation points

2026-03-31T20:12:09.3566667+00:00

No error message. I eventually got a message that I have to either enter my passkey or purchase the program? My subscription is to MS365 Personal. I can have I think 5 devices on this policy. I purchased the program against my name and email. I added my partner's laptop and they access their MS Word via a separate email, but under my subscription. Maybe this is not correct. I don't know, but it worked before and only stopped working when my partner got a new laptop and we updated that on the account.

Any ideas?

Answer 1

Thank you for letting me know.

This is not a device limit issue. It’s how the account is being used.

Microsoft 365 Personal is for one Microsoft account only. Even if you install it on multiple devices, it must be signed in using the same account that owns the subscription.

Right now, your partner is signing in with a different email. That account does not have the license, so it asks to purchase.

Please try this on the new laptop:

Open Word > Go to File > Account
Click Sign out > Sign in using your email (the one that purchased Microsoft 365)
Once signed in with the correct account, Office should activate.

If you want your partner to use their own email separately, you would need Microsoft 365 Family instead.

Should you need further information please let me know.