I do not have what I payed for

Question

I bought Microsoft back on November 30th 2025 and now it is not allowing me to go into Microsoft and use the apps itself. What do I do, I payed a $150 for it and it won't let me access it.

I bought Microsoft back on November 30th 2025 and now it is not allowing me to go into Microsoft and use the apps itself. What do I do, I payed a $150 for it and it won't let me access it.

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Moved from: Microsoft 365 and Office | PowerPoint | For education | MacOS

Answer 1

Hello Antonia Schulte-Sasse,

Thank you for reaching out in Microsoft Q&A forum.

I understand how frustrating this is, especially after paying a significant amount and then not being able to access the apps you expected.

This usually happens when the purchase is not correctly associated with the Microsoft account you’re signing in with, even though the payment was successful.

Please go to https://account.microsoft.com/services and sign in using the exact email account used to make the purchase. Many access problems occur when a different Microsoft account is used to sign in.

After signing in, see if Microsoft Word or Excel works online at https://setup.office.com. If the web apps open, the subscription is active but not linked properly to the desktop apps.

If the purchase was part of a shared or family subscription, temporary access errors can appear even though the subscription is valid. Microsoft documents that this can block desktop app access while the account itself is still active.

If the subscription shows as active but the apps still won’t open, Microsoft Support needs to manually correct the association between your payment and your account:

1. Go to Contact Us - Microsoft and sign in your account.
2. Type Billing and payment in the search box.
3. Click Get help and Select Contact Support.
4. Choose Microsoft 365 and Office as Products and Services; and Billing and payment updates as Category
5. Click Confirm.
6. You can choose to chat with a support representative.

Note: The chat support team only works during certain working hours. Therefore, if the last window indicates that you are unavailable, try opening 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.