Can't access Microsoft 365 on new laptop.

South Bush 40 Reputation points
2026-04-23T13:26:56.1366667+00:00

I have Microsoft 365 installed on a Microsoft account. However, I have just purchased a new laptop but find it has somehow become listed as a device on another Microsoft account. Therefore I can't use Microsoft 365 on my newlaptop.

The account where my 365 Family programe is located had a superseded laptop listed as a Device, which I have now removed. However I have tried unsuccessfully to add my new laptop as a device on the same account as the one the 365 programme is on. Adding a new device requires the device's serial number to be entered but the process doesn't accept the serial number of my HP OmniBook 7.

Any ideas gratefully received.

Microsoft 365 and Office | Install, redeem, activate | For home | Windows
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Answer accepted by question author
Aymeric-B 29,765 Reputation points Independent Advisor
2026-04-23T14:12:54.17+00:00

Hello !

Adding your device to your Microsoft account using your laptop's serial number is not useful. Adding a device by your serial number is only applicable to Microsoft-made devices (like Surface and Xbox). This is used for warranty purposes.

If you want to install Microsoft 365 apps on your new laptop, go to https://account.microsoft.com/services/microsoft365/details?openInstall=true# and click on the blue "Install" button. You'll download a .exe file, launch it and follow the steps to install Office.Once done, launch any Office app and sign in to your Microsoft account when you're asked to do so. You should be good to go !

Please let me know if you have any other question !

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AI answer

2026-04-23T13:27:09.59+00:00

The device list in the Microsoft account is not what controls use of Microsoft 365. Access to Microsoft 365 on the new laptop is determined by which account is used to sign in to the apps and to the Microsoft 365 portal, not by manually adding the device with a serial number.

To use the existing Microsoft 365 Family subscription on the new laptop:

  1. On the new laptop, open a browser and go to microsoft365.com.
  2. Sign out of any account shown there.
  3. Sign in again with the Microsoft account that owns the Microsoft 365 Family subscription (the same account used on the old laptop).
  4. After signing in, use the Install apps option on the portal to download and install Microsoft 365 on the new laptop if it is not already installed. This portal is where Microsoft 365 or Office apps are installed or reinstalled for a subscription account.
  5. Once installed, open an app such as Word or Excel on the new laptop and, if prompted, sign in with the same subscription account to activate.

If the new laptop is currently signed in to Windows or Office with a different Microsoft account, sign out of that account inside the Office apps and sign back in with the subscription account so the license can be recognized and activated.

Removing the old laptop from the device list in the subscription account was sufficient; there is no need to add the new laptop manually by serial number for Microsoft 365 to work.

References:

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  1. South Bush 40 Reputation points
    2026-04-24T11:18:23.3866667+00:00

    Thank you for the two responses and I have been able to download Office. Many thanks

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