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Subscription not found

lisa 0 Reputation points
2026-03-02T09:33:10.5133333+00:00

Hi we have renewed our family subscription for microsoft 365 but every time i try to log in using the same email address as before it comes up saying subscription not found. I am not the account holder but when they log in I am clearly sat under the account and there are only 2 of us in it. I have looked for a phone number however have been unable to find one. Is anyone able to help please?

Microsoft 365 and Office | Subscription, account, billing | For home | Other
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  1. DaveM121 890.8K Reputation points Independent Advisor
    2026-03-02T11:58:40.1833333+00:00

    If you are using a shared Microsoft 365 subscription from another family member and it is not recognised, the first option is to open Word, then log out of Office at the top of Word, restart (not shut down) your PC and then log back into Office to check if the subscription is correctly recognised.

    If that does not resolve the problem, ask the person who is sharing the subscription to cancel the share with you, then re-share the subscription by sending you a new link to re-install the Office apps from your account online.

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