Problems Adding Device to Microsoft 365 subscription

Question

I'm getting the message: "Sorry, macOS devices cannot be added at this time" when I try to add a new MacBook Air device to the subscription for Microsoft 365 and Office personal - which I just paid to renew, although it wasn't yet due for annual renewal.

I downloaded the latest version of Microsoft onto the MacBook, and did all the installation, but it doesn't seem to think it has access?

On my account, the only "device" listed is the Mac Desktop -- but I'm out of the country now, far from the desktop.

I brought the new MacBook on a work trip, but can't edit Word documents now!

Any advice would be welcome, thanks!

Answer 1

Hello, Gaelyn Godwin

Welcome to Microsoft Community.  

I realize that you have encountered a problem with using Microsoft 365 personal subscription on your MacBook. I understand how you feel. 

Firstly, I would like to explain that:

According to this article (Manage devices used with your Microsoft account - Microsoft Support), macOS devices cannot be added to your Microsoft account to see its warranty status, get support or request service at this time.

This might be the reason why you received the message "Sorry, macOS devices cannot be added at this time." when trying to add your device.

However, this usually does not affect the use of the Microsoft 365 personal subscription on a Mac. Let's investigate together the reason why you are unable to use it.

Here are some steps you can try:

1 -> Update macOS. The macOS version may create compatibility issues.

Go to Apple menu > System Settings > Software Update and check for available updates.  

2 ->Download and run the license removal tool.

• Click on this link to download the tool: Download the license removal tool.
• Run this tool and follow the instructions in it.
• Open an Office application and sign in with your Microsoft account.

Additionally, due to limited information and various possible reasons for the problem, we may require more detailed information from you. 

1. Plese sign in this website with your Microsoft account: https://account.microsoft.com/services

• Does your Microsoft 365 personal subscription show that is it still active on the "Subscriptions" page?
• When you download Office, did you download it from the "Subscriptions" page?

2. macOS version of your new MacBook.

Click the Apple menu in the upper-left corner of your Mac, then click About This Mac to see the version. 

3. Attach a screenshot of the error message in Office application **** showing "don't have access".
   Press Command + Shift + 4 to take a screenshot.

4. The effect of above steps.

Please understand that our initial response may not always solve the problem immediately. Feel free to post back if you need further assistance. Let's take it step by step.

Best wishes,

Lucia Wu - MSFT | Microsoft Community Support Specialist