Microsoft account will not log in

Question

I recently updated my MacBook. When trying to install a previously purchased copy of word from the App Store (I have a 365 subscription) I could not associate it with my Microsoft account. I have 2 accounts. One for work supplied by the NHS and the other for home.

My home account would not link so I tried to link my work account. I received the message that it was "Unable to associate your purchase." with a sub message stating "Your purchase was successful, but you weren't able to associate with your Microsoft account."

Trying this morning with a fresh mind I attempted again to associate the account with my personal login (my preferred option as this is a personal computer for home use).

However I now receive the message that it was "Unable to associate your purchase." with the sub message that "Your App Store purchase has already been associated with a different Microsoft account. Error Code: 1303."

Thinking the work account must have worked in spite of the error last night I tried again on my work account but received the same message I did the first time round.

Now neither account will work with this installation.

Please can you help me to get this installation working (preferably with my home account)

Many thanks and kind regards

M

Answer 1

Hello Martin Housden,

Thank you for reaching out in Microsoft Q&A forum

I understand how frustrating it is when Word purchased from the Mac App Store won’t link to either of your Microsoft accounts, especially after seeing different messages for each login.

To clarify what’s happening:

• An Office app purchased through the Mac App Store is permanently tied to the Apple ID used at the time of purchase. It cannot be transferred or reassociated to a different Microsoft account afterward. When the system says the purchase is already associated with another Microsoft account (Error Code: 1303), it means the app was previously activated under a different Microsoft account and macOS is preventing a second association.

Since neither your home nor work account now works with this installation, the device is stuck between two associations and cannot complete activation.

What you can do:

1. Check which Microsoft account the App Store purchase was originally activated with, only that account will work.
2. If you cannot recover that account, you will need to remove the App Store version completely and install Word/Office using the subscription tied to your preferred Microsoft account (your home account).
3. Sign in only with your home account during activation.

If you have reinstalled your Office but the problem still persists, please contact Microsoft support team directly:

1. Go to Contact Us - Microsoft and sign in your account.
2. Type Billing problem 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.