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Office 365 says I must update to a version of macOS that I cannot run - how do I ask for a refund?

Gregory Ng 0 Reputation points
2026-05-15T05:59:59.1233333+00:00

I am a Mac user who subscribes to Office 365. I received an email today informing me that as of July 2026, I must upgrade my macOS to a version that I cannot use - I am a musician and producer and due to various tech problems, I am tied to an old OS (my music production software and its interlinked hardware will not run on any OS that is newer than my current OS).

I have been trying to find an email address or phone number so that I can speak with someone from support and explain this, and request a refund - because I will not be able to continue using Office 365.

There are many of us in professional music production who run old rigs and old OSs due to similar issues; it's our life and our bread and butter, we have no choice.

Microsoft 365 and Office | Subscription, account, billing | For home | MacOS
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  1. Bob Jones AKA CyberTaz MVP 435.9K Reputation points
    2026-05-15T14:29:27.3+00:00

    Further to Dave's suggestion please see this article by John Korchok which identifies which release of Microsoft 365 is compatible with various incarnations of macOS: Most Recent Office You Can Run - Brandwares

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  2. DaveM121 885.5K Reputation points Independent Advisor
    2026-05-15T06:37:21.9733333+00:00

    If you are unable to upgrade your version of MacOS, you can install a slightly older version of Microsoft 365 (Office) and continue to use that version if you do not want to stop using Office, click the Apple icon at the top left of your screen and select 'About This MAC', what version of MacOS is installed on your computer.

    Of it you do want to stop using Microsoft 365, if you paid Microsoft directly for the Microsoft 365 subscription, the steps to cancel the subscription and get a refund are on this link.

    https://support.microsoft.com/en-us/office/cancel-a-microsoft-365-subscription-46e2634c-c64b-4c65-94b9-2cc9c960e91b

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  3. AI answer

    2026-05-15T06:00:23.24+00:00

    Microsoft 365 for Mac and Office for Mac only support the three most recent major versions of macOS. As new macOS versions are released, support for the oldest of those three is removed. When macOS is no longer supported, Office apps continue to work on that OS, but they no longer receive any updates, including security updates.

    Because of this policy, older macOS versions used in professional audio workflows eventually stop receiving Office updates. However, the subscription can still be used to activate an older Office for Mac build that runs on the existing macOS. For example, when macOS Monterey (12) went out of support, the August 2024 update (16.88) was the last build that supported it; users could install that build and continue using Office without further updates.

    To stop future charges and request a refund for a Microsoft 365 subscription when it can no longer be used in the desired way:

    1. Sign in to the Microsoft account used for the Microsoft 365 subscription.
    2. Go to the Services/Subscriptions area and cancel the Microsoft 365 subscription.
    3. During cancellation, follow the on-screen steps to see if the subscription is eligible for a refund and submit the refund request.
    4. If additional help is needed (for example, if the self-service refund path is not available), use the Contact Support option from the Microsoft support site, select Microsoft 365 & Office, then choose a billing/subscription category and use chat or phone support to explain the situation and request a refund.

    Be aware that canceling Microsoft 365 reduces included cloud storage back to the free allowance. If more than the free allowance is currently used, OneDrive file uploads/edits and Outlook.com email sending/receiving will be affected after cancellation.

    References:

    AI-generated content may be incorrect. Read our transparency notes for more information.

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