All I am trying to do is access what I purchased.

Question

Really wondering if purchasing was a mistake. Did this in December of 2024. I have not been able to figure out how to get started. Tried a few times, it is so time consuming I give up. Today tried to persist. One problem has led to another.

To begin with I bought a Dell Inspiron 2023. I used one email to do that. It came with a special offer of Office 365, family version. I Purchased this via Best Buy. At first I was able to access things. Even had it on my Mac. At some point I started running into problems. I wondered if I had manged to set thing things up on my Mac when the Dell Inspiron is the primary computer. The Dell should be the primary account that shares. For some reason at some point I was no longer able to log in. So I went ahead and purchased 365 in December. I used a different email this time. Same computer different email. I later found out that Best Buy had renewed the original purchase in September of 2024. I never could find it. Microsoft office never seemed to recognize it. I did not see this until the first of 2025. I had already purchased the other one. I went ahead and canceled the subscription that Best Buy had renewed since I could not find it and every time I tried to log in with the account that should have been tied to Microsoft it was not recognized. Just tried to sell me 365 family. Again and again. I continue to have trouble with accessing the software. The site keeps wanting me to buy the 365. I need help resolving the issues and confusion surrounding the account. Currently Microsoft has locked up the screen on my Dell. It refuses to let it go. I decline. Try to escape. It just throws me back into a loop that starts over wanting me to purchase Microsoft 365. I first started out today hoping to share. Than got messages that I could not share with Mac or ios. Of course when I purchased 365 family in December of 2024 I was assured there would be no problem. I had asked because my Mac is old. Not all of the updated software is compatible with my Mac. I mainly was hoping to use Cloud One on the Mac. Unfortunately one problem led to another. That was hours ago. And my PC is still locked up. At least I got the last thing addressed. When all else fails turn the darn computer off. That broke it free. Results in a new question. When I sign back in the xbox icon keeps flashing. It wants permission. I don't have xbox. Why would I give it permission. Hope someone can help me clean up the accounts and recover access to what I have purchased. Thanks Terrius

Answer 1

Hi Terrius,

I'm very sorry to hear about your troubles!

You are definitely going to want to talk to a human on these issues.

Here are some support links to try:

Microsoft Support Channels:

• Main Support Page: https://support.microsoft.com/en-us/contactus
• United States: 1-800-MICROSOFT (1-800-642-7676)
• General Global Support: +1-800-642-7676
• Office 365 Support: https://support.microsoft.com/en-us/office
• Microsoft Account Help: https://support.microsoft.com/en-us/account-billing Best of luck.