Problems with my M365 Family subscription

Question

I have a issue with my Microsoft account.

I have Microsoft 365 Family subscription and I'm logged in with my personal email address.

When I go to office.com page and select Outlook it opens me new tab in the browser and shows me email box ******@outlook.com even it shows in the upper right corner that I'm logged with my personal email address.

Here in the inbox it shows one message sent to me 5.7.2016 from Outlook.com team. At that time I bought and installed Office 2016 to my MacBook Air and used my

personal email address.

Also I can't see Copilot button in my Outlook application, but it is available with the other M365 applications.

Somehow my Microsoft account is messed up.

Should I create a new email address and transfer my subscription there or what should I do?

Answer 1

Hey there, Juha Böckerman

Thanks for the answering the additional questions.

GMail -address

From what I can make out, from what you have told me, is that the HEX format you are seeing after the outlook_###### is normal behaviour. As you have used Gmail account to sign up for a Microsoft account, it has generated a username in HEX format to use on Microsoft's systems. It looks to be something that is used backend and doesn't interfere with how Outlook and the Microsoft services behave.

As you can sign into Outlook, and other Microsoft services with no problem, and your username is showing correctly on your Outlook mailbox, this suggests it is just an identity used to identify your Microsoft account.

Looping back to the main question you posted, especially around Copilot in Outlook not working on your account.

Also I can't see Copilot button in my Outlook application, but it is available with the other M365 applications.

This seems to be rooted in the type of 'Microsoft' account you have. As the account is used a third party, such as Gmail, it is not a full Microsoft account. Thus, doesn't have all of the features that come with a Microsoft account. I think this is why Microsoft have removed the ability to add connected accounts to your Microsoft account, as stated in this article: https://support.microsoft.com/en-us/office/connected-email-accounts-like-gmail-and-yahoo-not-working-in-outlook-com-a99a1f0b-700d-4b3b-8f9a-28d463ff07f2

What is annoying is that there is no official documentation of this. However, this is what I have observed when looking at previous threads. This would also explain why others were able to see Copilot and you can't. This would also explain why you can see Copilot in other apps such as Microsoft 365, but not Outlook.

Hope this helps,
Nathan

Answer 2

Hey there, Juha Böckerman

So I can try and answer your question, please can you answer the following questions:

1. When you sign into your Microsoft account here: https://account.microsoft.com/services - Do you see your account name?
2. If you log into your account here: https://account.microsoft.com/profile - Do you see your correct name and details?
3. How long have you had the Microsoft 365 subscription?
4. Have you ever marked your account for deletion - then cancelled it the last minute?
5. What version of Office do you have installed?

Thanks,
Nathan

Answer 3

It sounds like you're experiencing issues with your Microsoft 365 Family subscription and account confusion. Here are some steps you can take to resolve the issue:

1. Check Account Sign-In: Ensure that you are signed in with the correct personal email address that is associated with your Microsoft 365 Family subscription. Sometimes, being logged into multiple accounts can cause confusion.
2. Clear Browser Cache: If you're accessing Outlook via a web browser, try clearing your browser's cache and cookies. This can help resolve issues related to account sign-in.
3. Use the Microsoft 365 Sign-In Troubleshooter: You can run the Microsoft 365 sign-in troubleshooter, which can help diagnose and fix sign-in issues. This tool is available in the Get Help app.
4. Check for Updates: Make sure that your Microsoft 365 applications are up to date. Sometimes, missing features like the Copilot button can be due to outdated software.
5. Contact Support: If the issue persists, consider reaching out to Microsoft Support for assistance. They can help you verify your account status and resolve any subscription-related issues.

Creating a new email address and transferring your subscription may not be necessary unless advised by support. It's best to resolve the current account issues first.

---

References:

• Microsoft 365 Apps activation error: "The products we found in your account can't be used to activate"
• Why can't I log in to my Outlook account? - Microsoft Q&A