Can Microsoft 365 Basic interfere with set up of Family plan with product key?

Question

I purchased a MS 365 family plan, with product key. When trying to set up I get an error code "token not found". Can it be that the Microsoft 365 Basic plan that I have interferes with the set up? How can I solve this?

Answer 1

Thank you for letting me know.

You need to uninstall all Office apps first, then reinstall Office using the files they gave you.

If the issue still persists, you need to contact the third-party seller for further assistance, as they handle activation issues.

Answer 2

Hi, I'm John! I will help you with this.

Yes, having Microsoft 365 Basic on the same account can sometimes cause conflicts when you try to redeem or activate a Microsoft 365 Family product key.

Let’s check a few things first:

Please sign in to https://account.microsoft.com/services and see: Is Microsoft 365 Basic still active? Does Microsoft 365 Family already appear there?

Try redeeming the product key here: https://redeem.microsoft.com Make sure you are signed in with the correct Microsoft account.

If Basic is active, try turning off auto-renew or cancel it first, then try redeeming the Family key again.

If you already redeemed the key before, the “token not found” error may mean it is linked to another account.

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To help narrow down the issue:

1. Did you buy the Family plan from Microsoft, a store, or online?
2. Are you using the same Microsoft account where Basic is active?
3. Do you see any subscription listed on your Services page?

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Click "Add comment" to let me know.

Regards,

John J.D.

Answer 3

The error code "token not found" you are encountering when trying to set up your Microsoft 365 Family plan with a product key may be related to your existing Microsoft 365 Basic plan. If your Microsoft 365 Basic plan is still active, it could potentially interfere with the activation of a new Family plan.

To resolve this issue, you can try the following steps:

1. Sign out of all Microsoft 365 applications on your device.
2. Uninstall the Microsoft 365 Basic plan if you no longer wish to use it. You can use the Microsoft 365 Uninstall troubleshooter for this purpose.
3. Restart your device after uninstalling.
4. Attempt to activate the Family plan again using the product key.

If the problem persists, consider contacting Microsoft support for further assistance regarding your account and activation issues.

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References:

• Microsoft 365 Apps activation error: "The products we found in your account can't be used to activate"
• Troubleshoot issues with shared computer activation for Microsoft 365 Apps