365 not functioning fully after subscription renewal

Question

We have just renewed our Microsoft 365 Family subscription. It is working on our desktop but not on my laptop. My husband added my laptop and sent me an invitation, which I accepted. When I go to settings and account, on my laptop, I can see that we have the Family subscription but when I load Word it won't let me use any of the editing or formatting functions. It says I can edit in One Drive for free (which I don't want to do) or I need to buy Microsoft 365!!!!! So the money for the subscription has been paid but the product doesn't seem to recognise the fact. I thought once I'd accepted the invitation it would all work as normal as it has in previous years. We haven't had this problem before. It is extremely annoying and frustrating! How do we fix it????

Answer 1

Hi AD PVS

Thank you for using Microsoft products and posting them in the community.

I realize that you are facing an Microsoft 365 problem.

There are some methods here that can solve your problem:

1. Confirming the correct account login

• Make sure that the Microsoft account you are logged into on your laptop is the one associated with your Microsoft 365 Home subscription. You can check the following steps:
• Open any Microsoft 365 app (e.g. Word).
• Click on Account (usually your avatar or name) in the top right corner.
• Verify that the account shown is the account associated with your family subscription. If another account or a personal account is displayed, try switching to the correct account.

2. Check for Office app updates

• Make sure your Office apps are up-to-date, as older versions may have some compatibility issues.
• Open any Office app (e.g. Word).
• Click File > Accounts.
• Select Update Now in the Update Options.

3. Clean up your Office credentials

• Open Command Prompt: Run Command Prompt as administrator.
• Run the following command:
• cd C:\Program Files (x86)\Microsoft Office\Office16 cscript ospp.vbs /dstatus
• Write down the five-digit code: After running, you will see some five-digit code, write it down.
• Run the following command: cscript ospp.vbs /unpkey: five-digit code
• Re-open Office: View the results.

4. Uninstall and reinstall Office

• Sometimes, uninstalling and reinstalling Office can solve the problem. You can do this by following these steps:
• Open Settings > Applications.
• Find and select the Microsoft Office application and click Uninstall.
• After uninstalling, reinstall Microsoft 365 (download and sign in from the Microsoft 365 website).

5.Check the Subscriptions in the account

• Open the https://account.microsoft.com/. Login to your personal account
• Click "Services & Subscriptions".
• Scroll down to see if you have Mircosoft 365 or Office subscription.

If the appeal method does not solve your problem, you can try the following.

invoices questions often involve sensitive personal information that should not be shared publicly in a forum.

For these reasons, we recommend that you contact Microsoft Live Chat Support to resolve your issue and avoid disclosing your personal information in this public forum.

Visit this website: Contact - Microsoft Support

Sign in with your personal Microsoft account.

Enter your problem in the search bar. For example, subscriptions/invoices.

Click Get Help at the bottom of the page, and then click Contact Support.

Under Products and services, select “Microsoft 365 and Office”.Under category, select“Manage and my subscription”.Click Confirm.

Choose "Chat with a support agent in a web browser".

Note: Chat support is only available during business hours. Therefore, if the last window shows as unavailable, try reopening it the next day.

Let me know if this is contrary to what you need.

Best regards.

Petter.Y - MSFT | Microsoft Community Support Specialist