My subscription stopped working

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My subscription stopped working

Engreco Support Team 20

I've got a Microsoft office product key, which I activated last year and everything was ok until this morning. Since this morning, I cannot create, edit, or save any documents on Excel and/or Word.

I tried to contact Microsoft, but no luck. When I tried to re-activate, it says that I have a subscription but only to read, no edit, and that I need to contact my admin. But the thing is, I am the admin, so not sure what to do. I have been trying to fix this all morning, and I cannot.

Not sure if it matters, but my email address is a GoDaddy email address.

Any idea what I can do?

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Answer 1

EmilyS726 214.3K Independent Advisor

Hello

Can you make sure that you are signing in with the correct user that carries the subscription in the apps (upper right user profile icon).

If you still cannot do so, tell me, what is the exact name of the subscription, for example, is it Microsoft 365 basic/personal/family, or Microsoft 365 business basic/standard/premium for example? Did you get the subscription directly from Microsoft, or from GoDaddy?

Engreco Support Team 20 Reputation points

2026-02-12T17:05:47.6466667+00:00

I purchased it through work, and if I am not mistaken is a business one, but not sure if its a basic, premium or standard business.

I know I am signing in with the right user as I have only 2 email addresses and the other one doesn't even have a subscription. As I said, I worked perfect yesterday, and this morning nothing. Same laptop, same user.
EmilyS726 214.3K Reputation points Independent Advisor

2026-02-12T17:38:31.1633333+00:00

Can you see if you can use the account to sign into these links, tell me which links work:

https://myaccount.microsoft.com

https://account.microsoft.com
Engreco Support Team 20 Reputation points

2026-02-12T17:56:09.0166667+00:00

Thank you.

When I try the second one (account.microsoft) it logs me into my personal account, that doesn't have a subscription. once I change the logging details to my business account that has the subscription, it becomes myaccount.microsoft.

Interestingly, my business account does even not display an option for subscriptions, so I cannot even check what is happening.

I wish Microsoft was more accessible so I could call someone.
EmilyS726 214.3K Reputation points Independent Advisor

2026-02-12T18:07:31.46+00:00

Thanks. Can you log into https://admin.microsoft.com with your business account. If you can, on the left, click on Billing > Your products, see what the license says.
Engreco Support Team 20 Reputation points

2026-02-12T18:19:39.1166667+00:00

I don't even have an option for Billing. That's what I am saying.

I don't even have an option for Billing. That's what I am saying
EmilyS726 214.3K Reputation points Independent Advisor

2026-02-12T18:46:53.9+00:00

Ah, I see what you mean now.

So, because this domain/email address is via GoDaddy - a reseller of Microsoft's commercial products, the true admin feature is managed via GoDaddy.

You need to contact GoDaddy to see the exact license that's assigned to this account, including the license status.
Engreco Support Team 20 Reputation points

2026-02-12T18:52:31.5066667+00:00

Yes but why? I purchased the license independently, through my business not through GoDaddy.
EmilyS726 214.3K Reputation points Independent Advisor

2026-02-12T19:01:07.1966667+00:00

Is it via your work's employee discount program?
Engreco Support Team 20 Reputation points

2026-02-12T19:03:34.0733333+00:00

Not really. We just have a deal with Microsoft when purchasing keys, because we purchase them in high quantities. so my subscription is not one that expires or at least that's what I was told.
EmilyS726 214.3K Reputation points Independent Advisor

2026-02-12T19:51:20.8366667+00:00

Ok, so that would be volume license in this case. I guess I need to know - how exactly did you purchase it? Directly with Microsoft, or via vendor?
Engreco Support Team 20 Reputation points

2026-02-12T19:57:26.1066667+00:00

Yes, it is a volume licence.

I purchased it via the company who I work for, who purchases them via Microsoft directly. I had to call Microsoft to activate it as I couldn't myself and they did confirm it was a genuine one.
EmilyS726 214.3K Reputation points Independent Advisor

2026-02-12T20:02:58.7733333+00:00

Ok, so in another word, the purchase was actually done by the company you work for, and they gave you the key after they made the purchase, and you paid your company back to reimburse them?

If that's the case, the key stays with the company, not your account. You just get to use the key, the key is not tied to YOUR account.

Volume license has MAK or KMS types. If it is MAK license, it can run out of installation limit. Each reinstall also counts against the limit.

KMS key can expire and requires connecting to the company's KMS server to revalidate.

Only your company's IT can access their volume licensing account to check the current installation limit if it is MAK key, and to help you revalidate if it is KMS license.
Engreco Support Team 20 Reputation points

2026-02-12T20:34:52.88+00:00

Yes, that is exactly what happened. I purchased it through our IT department.

How do I find out if it is MAK or KMS type? Do I just ask the IT department at work?
EmilyS726 214.3K Reputation points Independent Advisor

2026-02-12T21:05:32.7466667+00:00

I am glad we sorted the context here!! So, whatever email address you use here is irrelevant. GoDaddy is also irrelevant. I think that's why it was quite confusing to begin with.

With volume license, it is the actual key you used that matters, only.

Technically, these keys belong to the company, not you or your user. So yes, key management is all done by the IT department at work. They can check to see if it is MAK or KMS key. If it is MAK key, they can check to see if it has reached its usage limit. If so, they have to get in touch with support, to request increase. If it is KMS license, they have to give you information how to connect to KMS server to re-validate.

Bottom line, Microsoft support will help your work IT admin user, not you as end user of volume license key. Your support comes from the IT admin user.
Engreco Support Team 20 Reputation points

2026-02-12T21:15:49.1066667+00:00

Perfect. Thank you.

I will contact them and pass the information.
Engreco Support Team 20 Reputation points

2026-02-20T16:29:30.78+00:00

So I contacted the IT department and they said that everything looks fine from their end.

They did ask though if I was using my volume key on a PC or a Mac laptop. After this I checked my PC, and my other volume works fine and it is the one on my MacAir that I am having an issue with. Does this mean that it has to do with the laptop rather than the volume key itself?

when I tried to get more information, I did notice that the message on my screen it said that “You can only read this document on Mac”.

why is that?

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