Shared users cannot use Microsoft Office 365

Question

I subscribe to Microsoft Office 365, and the users I share the subscription with are unable to use Office.

My user shares the subscription with 4 users (3 family members and one non-family user).

Today, my wife, using her user account on her PC, tried to open Excel and was informed that her subscription had expired. However, when I logged into my account, I verified that the payment is up to date.

I accessed Microsoft help pages and forum threads and followed all their instructions: I updated Office, requested a quick repair and an online repair, but nothing worked. When opening Excel, it still showed the same message: "Your subscription has expired."

So, I uninstalled Office from my wife’s PC to try reinstalling it later. After uninstalling, I restarted the PC and, using her user account on her PC, I logged into the Office web service at the link https://m365.cloud.microsoft/ and clicked the "Install apps" button, which is the usual procedure I follow to download and install Office on the PCs of shared users. However, when I clicked the "Install apps" button, a message appeared asking for her user to become "Premium," and I couldn’t download Microsoft Office 365 using her account.

It’s as if Microsoft’s service isn’t recognizing the sharing with her user.

I returned to my main account (the one that subscribes to the service) and checked the sharing settings again, and her user is listed as one of the users receiving the Microsoft Office 365 sharing.

I don’t know what else to do.

Please, can someone help me?

Thank you.

Answer 1

Hi there!

Yes, It's an issue on Microsoft`s end. Microsoft is aware of it and it's currently working on a fix. Just wait some time and it will be fixed!

You can check the status of the issue at this link:

https://portal.office.com/servicestatus

I hope this helps!

Answer 2

It appears to be a problem with Microsoft's servers:

Answer 3

Hello crixtiano,

Thank you for reaching out to us about the issue with your Microsoft 365 shared subscription. We understand how frustrating this situation can be, and we appreciate your patience in facing it.

Recently, some users have reported unexpected outages to their shared Microsoft 365 Family subscriptions, where secondary accounts receive expiration notifications even if the primary account is active. This appears to be a known issue and Microsoft is actively investigating the cause to ensure a quick fix.

In the meantime, we recommend the following steps to fix the issue:

1. Sign out and log back in: Sometimes, updating your account details can fix temporary technical issues.
2. Check subscription status: The primary account owner can check their sharing settings in the Microsoft account dashboard.
3. Restart the subscription—If possible, the primary account owner can remove the affected users and add them back to the shared subscription.
4. Contact Us - Microsoft Support: You can have a live agent here to contact Office/Microsoft 365 support for live support if you have any further concerns.

Thank you for your understanding in this matter!

Best wishes

Bo
Microsoft Community