license issue

Question

I can't update my license... I have logged in several times with no luck... I paid in April for my subscription. I also reinstall Office 365 and updated office and my computer... the error persists!

Order: ***** Ordered: *****

ItemPrice

Microsoft 365 Family $ *****

Microsoft 365 Family

Subscription  

  Next Billing Date:   *****

Started:   *****   |   Expires:   *****

Item(s) Subtotal:*****

TOTAL:*****USD

Payment MethodAMEX **** *****

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Answer 1

Thank you very much for your prompt feedback, it was an honor to solve your problem.

Please mark the responses that provide you with a solution by clicking “Yes” or “No”, as this will also allow other users with similar problems to quickly retrieve this thread. Thank you for your understanding.

If you have any other questions in the future, please feel free to post them in the community and I'll be glad to hear from you.

Have a nice day!

Arthur - MSFT | Microsoft Community Support Specialist

Answer 2

It's been a few days now, have you tried the program I gave you in my last answer? How did that work?

I look forward to your reply, but I am very concerned about the progress of this matter.

If you have any other new ideas or questions, please let me know as well and I will learn all about it.

Have a nice day!

Arthur - MSFT | Microsoft Community Support Specialist

Answer 3

Thanks for the quick reply, based on the screenshot of your current problem, if you click the Fix button, you will get an error message with an error code of 29 afterward. This is a very common issue that has recently come up, and based on your feedback, the following options may be helpful:

• Alternate version

1. close all Office software, in the "Start Menu" search for "Command Prompt" (or "cmd"), right-click and select "Run as administrator";
2. At the command prompt, enter the following code:

    cd %programfiles% \Common Files\microsoft shared\ClickToRun   
   

   Enter;
3. And then he enters

    Officec2rclient.exe /update user updatetoversion=16.0.17531.20120
   

4. After exiting the version in the "File > account" menu of Word. On the right side, check the "Microsoft 365 and Office Updates" heading, click the "Update Options" button, and select the "Disable Updates" option. To turn off the auto-update feature.

• Press Windows + R to open the Run box, copy and paste the following path, back up all folders in this path, and then delete them. %localappdata%/Microsoft/OneAuth%localappdata%/Microsoft/IdentityCache
• Press Windows + R, type regedit, click OK, open the registry, find the following registry subkey, right-click Identity, and delete it.

HKEY_CURRENT_USER\SOFTWARE\Microsoft\Office\16.0\Common\Identity 

Disclaimer: Modifying registry or workgroup subkeys is typically intended for power users, administrators, and IT professionals. It can help fix some issues, however, serious problems can occur if you edit the registry incorrectly. So, make sure to follow these steps carefully. For added protection, back up the registry before you modify it. You can then restore the registry if there is a problem. For more information on how to back up and restore your registry, click here to view the article.

I hope one of my four options helps you and I hope you listen to yourself about the results.

Best regardsArturo - MSFT | Microsoft Community Support Specialist

Answer 4

I can't see accounts under File? My account is showing on the right. As soon as I opened Word it prompted me to login in I did and then it shows "There is a problem with your account". If i tried to fix it, it goes round and round prompting me to login...

Hello Genevieve McGinty, Thanks for using Microsoft products and posting in the community. Based on the description of your problem, it looks like you may be experiencing a recent and popular problem, but I can't tell for sure from known information at this time. Please open Word, click on File in the upper left corner, then click on Accounts in the lower left corner, and you should be able to see the error message on the right side. Please send me the error message. This will allow me to accurately determine the problem you are experiencing.

I look forward to hearing from you and I will provide you with further support based on your response as soon as possible.

Best Regards,Arthur - MSFT | Microsoft Community Support Specialist

Answer 5

Hello Genevieve McGinty, Thanks for using Microsoft products and posting in the community. Based on the description of your problem, it looks like you may be experiencing a recent and popular problem, but I can't tell for sure from known information at this time. Please open Word, click on File in the upper left corner, then click on Accounts in the lower left corner, and you should be able to see the error message on the right side. Please send me the error message. This will allow me to accurately determine the problem you are experiencing.

I look forward to hearing from you and I will provide you with further support based on your response as soon as possible.

Best Regards,Arthur - MSFT | Microsoft Community Support Specialist