Error Message

Question

I have been trying to manage my subscription for days without success. I need to install Office on a new computer, and this is the message that I am getting: We couldn't load your subscriptions. Refresh, and we'll try again.

My subscription was purchased January 23, 2024 | Order number 8*****4

Answer 1

Those fixes arent going to help with the error many users have seen and regularly mentioned here when trying to access subscription information in the account https://answers.microsoft.com/en-us/msoffice/forum/all/microsoft-subscriptions-page-does-not-load-for/66b636d0-523b-4de0-a5e3-95c78bfbea82 but some users are starting to see it fixed

Answer 2

Hello Clarence McClain, welcome to the Microsoft Community. 

It seems that you are encountering issues while trying to install your subscription on a new computer. Since I can only infer your situation from your description, it’s clear that the more detailed your description is, the easier it will be for me to understand your problem. Therefore, I will need to gather some information to help assess the situation.

Before that, please do not include any order information in your post, as this is a public community and anyone can see your messages, but no one can help you check your account information. Sharing such private information could be used to compromise your interests. Therefore, I have removed it from your post.

Regarding the situation you are facing while installing your subscription on the new computer, I would like to know what type of subscription you have in your account. Is it a perpetual product named by year, like Office 2024, or is it Microsoft 365?

If it is a perpetual version of Office, it can only be installed on one device. If you want to use it on the new computer, you will need to contact online support to assist you with the transfer, as there are official articles explaining this: Transfer your Office license to another device or another person - Microsoft Support

Contact Support:

1. Go to the following Web site: Contact - Microsoft Support.
2. Enter the keywords of your question in the search box, for example, "subscription/refund" and select Get Help.
3. Select Contact Support (sign in to your personal Microsoft account).
4. Under Products and services, select options related to your product, like Microsoft 365 and Office.
5. Under Category, select Manage my subscription.
6. Go to Confirm.

Please Note: The Chat support team only works at certain times, so if the last window says you are not available, try to open it again the next day. If you prefer phone support, you can leave a phone number. That way, they can call you and help you.

If you are encountering this issue while using Microsoft 365, please first ensure that you have not reached the device activation limit. Regarding this issue, please share a screenshot of the error message with me, so I can better assess your problem.

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In the meantime, you can troubleshoot from the following directions:

Repair Office. This generally resolves many issues. Please refer to: Repair an Office application - Microsoft Support

If Quick Repair does not work, you can try Online Repair, which will download a new version of the Office application online to overwrite the version on your system. This will take longer, so please do it when you have some free time.

Network issues may also cause such problems. You can try changing your network environment and check if you have a network proxy or VPN enabled. Additionally, the following steps usually help improve network connectivity:

Reset your proxy settings.

• Tap Windows + R, type inetcpl.cpl.
• Open Internet Options, click Connections, tap LAN Settings, check if the Proxy column is checked
• If so, uncheck it and select OK, restart your computer after applying to see if the issue is resolved.

Reset network settings.

• Tap Windows + R, type inetcpl.cpl.
• Open Internet Options, click Advanced and check "Use SSL 3.0", "Use TLS 1.0", "Use TLS 1.1", "Use TLS 1.2",
• Apply it and restart your computer to see if the issue is resolved.

Try changing your DNS.

• Press Windows + R and type ncpa.cpl.
• Click on the name of the network you are now connected to open the Network Status window, click Properties.
• And then in the Network Properties window, double-click Internet Protocol Version 4 (TCP/IPv4).
• Manually set the DNS servers to "4.2.2.1" and "4.2.2.2" and restart your computer to see if the problem can be resolved.

You can refer to my response, and if these suggestions help you resolve the issue, that would be great! If not, please provide the information mentioned above, and I will continue to assist you!

Best RegardsEliac | Microsoft Community Support Specialist