M365 subscription not working

Question

Hello,

Installed the M365 productivity suit on a new Mac updated to the latest iOS (Sequoia 15.73).
On opening any MS app it gives me the option "already have a subscription, Sign in" when I enter my MSA I am shown that I do not have a 365 subscription.

But on the M365 website, I can see an active subscription (family) shared with me.
Please help.

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Moderator note: Personal information removed in the image

Answer 1

Hello Noah Jacob,

Thank you for posting your question in the Microsoft Q&A forum!

I understand that you are having issue with your Microsoft account. I truly understand how you feel. Let me assist you go through this situation.

Thank you for the screenshot. From the screenshot, your Microsoft account shows an active Microsoft 365 Family subscription, but it is shared and managed by another person. You also have multiple devices signed in under this account.

However, when you open Office apps on your Mac, they say “You do not have a subscription” even after signing in. This happens because:

• The Office apps may be signed in with a different account than the one shown in the screenshot.
• Cached credentials from a previous installation can block activation.
• The subscription is shared, so if the sharing link wasn’t accepted properly or the apps didn’t sync, activation fails.

There are my suggestion steps for you to able to fix this:

1. Verify Account in Office Apps
   • Open Word or Excel.
   • Go to Word > Preferences > Accounts.
   • Check the signed-in account.
   • If it’s not the same as in the screenshot, sign out and sign in with the correct Microsoft account.
2. Clear Cached Credentials
   • Quit all Office apps.
   • Open Keychain Access on your Mac.
   • Search for “Office” or “Microsoft”.
   • Delete any saved credentials.
   • Restart your Mac.
3. Update Office Apps
   • Open any Office app.
   • Go to Help > Check for Updates.
   • Install the latest updates.
4. Reinstall if Issue Persists
   • Uninstall Office completely using Microsoft’s official guide.
   • Download and reinstall from Microsoft 365 portal.
5. Confirm Sharing Status
   • Go to Microsoft Family.
   • Ensure you are listed as a member and the subscription is shared with you.
   • If needed, ask the owner to resend the invitation and accept it.

I hope this will help with your situation. Please feel free to reach back if you have further update or more questions.

Best Regards,

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