Trouble with billing and the app working

Question

I have had a subscription for 365 for years. I recently purchased a Mac Book Pro and 365 came with the purchase. Now I am being charged and neither subsection is working. Can you help or give me a phone number?

[Moderator note: personal info removed]

Answer 1

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Hi Douglas Lynn

Thank you for reaching out to Microsoft Q&A Forum and sharing your experience.

Based on your description, this appears to be a Microsoft 365 Personal or Family account. However, please confirm the type of account in use (personal or work/school) to proceed accurately.

If this is a personal Microsoft 365 account, please try the following steps:

1, Check your subscription status

Sign in to Microsoft account to review your active subscriptions, expiration dates, billing history and confirm which account currently holds the active license.

2, Contact Microsoft Support for billing or refund assistance

• Go to the Contact Microsoft Support page.
• Enter keywords such as "subscription/refund" in the search box and select Get Help.
• Scroll down and choose Contact Support (sign in to your personal Microsoft account).
• Under Products and services, select Microsoft 365 and Office.
• Under Category, select Manage my subscription, then follow the steps until you reach the Confirm page.

Please note that chat support operates during specific business hours. If chat is unavailable, you may need to try again later.

3, Resolve the app issue on macOS

• If the Microsoft 365 apps are not working on your Mac, first try resetting activation by running the Microsoft Office License Removal Tool for Mac, then restart your Mac.
• If the issue persists, fully uninstall Microsoft 365 and reinstall it using the official Microsoft installation sources. Be sure to sign in with the same Microsoft account that holds the active subscription after reinstalling.

If I have misunderstood your situation, please feel free to clarify, and I will adjust my recommendations accordingly. I look forward to your update.

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Answer 2

It sounds like you are experiencing issues with your Microsoft 365 subscription after purchasing a new MacBook Pro. Here are some steps you can take to resolve the billing and functionality issues:

1. Check Subscription Status: Ensure that your subscription is active and that there are no overlapping subscriptions that could cause confusion.
2. Contact Microsoft Support: Since this issue may require access to your account details, it's best to contact Microsoft directly for assistance. You can reach out to Microsoft 365 Support through the following methods:
   • Visit the Microsoft 365 Support page.
   • Use the Get support - Microsoft 365 admin link for more specific help.

These resources should help you get in touch with a support agent who can assist you with your billing and app issues.

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References:

• Why am I getting billed for Microsoft 365 after I activate the benefit?
• Contact Microsoft 365 Support