Does factory reset removed the memory for Microsoft 365 basic?

Question

I factory reset my phone due to a virus.now the questions is the subscription did not appear in the app.It ask me to make new payment. Can anyone help me?tia

Answer 1

Hello, blitzz zach maximus Welcome to Microsoft Community.I realize that you've encountered a problem with Microsoft 365 on Android after you reset your mobile phone, and I understand how you feel.

I would like to notify that a factory reset will not delete your Microsoft 365 Basic subscription because the subscription information is associated with the account and not saved on the device. You will need to log back into your Microsoft account to restore your subscription.

In order to solve this problem, please try the following steps: 

1. Log out and log back in in Microsoft 365. Make sure you're signing in with the correct Microsoft account.
2. Check the status of your Microsoft 365 subscription to make sure it's still active. You can sign in and check Services & subscriptions.
3. Uninstall and reinstall the Microsoft 365 app. You can download them from an app store such as Google Play.

Due to limited information and the many reasons for the problem, we may require more detailed information from you.  

• Open your browser in mobile phone, can you sign in Office online successfully?
• Information about your device: e.g. mobile phone brand and model, Android operating system version, etc.
• Share a screenshot of the error message with us if it's convenient.
• Please tell us what steps you have tried and the results

Once we receive your response, we can recommend more troubleshooting steps. I hope my reply helps you. Feel free to post back if you need further assistance.Best wishes,Lucia Wu - MSFT | Microsoft Community Support Specialist