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Why do I keep getting messages and emails stating my subscription is due when the payments section states that my subscription is not dut until November 2026

sean winters 20 Reputation points
2026-02-09T10:21:48.9266667+00:00

My bank statement and my billing dashboard both confirm that my bill was paid in November 2015 and my next payment is due November 2026. I keep getting emails and messages from Microsoft that my payment instructions are incorrect and my account will soon be closed. I have tried various help and support routes but AI does not seem to recognise the problem just suggesting I check my billing dashboard again. Has anyone got any advise?

Microsoft 365 and Office | Subscription, account, billing | Other | Other
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John Jefferson Doyon 71,510 Reputation points Independent Advisor
2026-02-11T11:48:00.6833333+00:00

Thank you for letting me know.

If you haven't tried anything yet:

  • Make sure you're signed in with the same Microsoft account that the subscription is linked to.
  • Then, open any Office app (like Word or Excel), go to File > Account, and click "Update License" to refresh your subscription status.

If issue persists:

If you haven't already, I’d suggest is to uninstall any existing Office apps on your Mac to avoid conflict:

If you're using Windows PC:

  • Open the Control Panel > Programs > Programs and Features.
  • Look for any version of Microsoft Office or Office apps, right-click, then choose Uninstall. Please uninstall all Office apps.
  • Once that’s done, restart your computer just to be safe.

Then, to reinstall Microsoft Office:

That will download the installer for the Office apps, just run it and follow the steps.

If anything’s unclear or the "Install" option still doesn’t show, feel free to let me know. I’ll be happy to walk you through it!

I really hope this information is helpful! Let me know if you have any further questions or concerns.

Regards,

John J.D.

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  1. John Jefferson Doyon 71,510 Reputation points Independent Advisor
    2026-02-09T13:02:46.4633333+00:00

    Hi, I'm John! I will help you with this.

    To help narrow down the issue:

    1. Are you using Microsoft 365 Personal/Family, or is this a Microsoft 365 Business subscription?
    2. Are you seeing this message on a Windows PC or a Mac?
    3. When you sign in to your Microsoft account at https://account.microsoft.com/services does the subscription show as active there, or still unpaid?

    Click "Add comment" to let me know.

    Regards,

    John J.D.

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