Problems with compatible software

Question

I've just purchased Office 365 only to be told once I downloaded it that I don't have the right software update on my Mac to support this. It was not mentioned anywhere in the T&C's and I can't download the required software update on my computer. Please can someone help and advise?

Answer 1

Hi Ingrid Hass,

Greetings. Thank you for posting the thread to our community.

I understand your concern, it seems you’ve encountered issue with Office 365. For the situation you’ve encountered, I do understand the inconvenience caused and feel very sorry about it.

In that case, to have a better understanding and narrow down the situation to identify the root cause of your issue, May I confirm the following information with you?

1. Could you please provide me a screenshot of the message you’ve received when you encountered the issue?
2. May I confirm which Microsoft 365 subscription (home plan, education plan or business) you purchased? Please provide me the full name of the Microsoft 365 plan you purchased.

Meanwhile, as far as I know, to properly use Office 365 on MacOS, user’s MacOS version needs to be Sonoma, Venturaand Monterey. For your reference: Upgrade macOS to continue receiving Microsoft 365 and Office for Mac updates - Microsoft Support

In that case, Could you also provide me your MacOS version of your Apple device in your next reply as well?

Appreciate your understanding that sometimes the initial reply may not resolve the situation very soon. However, we can work together to narrow down and resolve the situation. Please kindly provide the requested information so that I can work further.

Hope you having a nice day.

Sincerely,

Harry | Microsoft Community Moderator