Can't log in in Microsoft 365

Question

I'm having an issue to log in. Im entering my mail from the App Store, but it does not recognise it . It checks an old one that does not have the subscription. I have tried to use the old one, but it then it says that I already have purchased it. error 303...

Answer 1

Hi,

Is the code 1303 or 303?

1303 is explained here:

https://support.microsoft.com/en-au/office/office-for-mac-payment-error-code-1303-f1e513bb-7ea4-4e4f-ab2d-9d2cdc538f66

Also, have you tried to Restore?

https://support.microsoft.com/en-au/office/restore-previous-purchase-of-microsoft-365-apps-or-copilot-pro-for-mac-iphone-or-ipad-07233a27-3a1b-434d-9a0a-7f0ad455e210

I’m eager to hear back and work together to find a solution.

Answer 2

Error 1303 on Mac indicates that the Microsoft 365 subscription bought through the Apple App Store is already associated with a different Microsoft account than the one currently used to sign in.

To fix this:

1. Sign out of the Office/Microsoft 365 app on the device.
2. Sign back in using the Microsoft account that was signed in at the time the subscription was purchased in the App Store (this may be an older personal Microsoft account).
3. After signing in with that account, follow the steps in Restore previous purchase for Office for Mac: Restore previous purchase of Microsoft 365 Apps or Copilot Pro for Mac, iPhone, or iPad.
4. If the app still shows the wrong account or the error persists, contact Microsoft Support for further assistance, as the subscription may need to be checked and reassociated on the backend.

If trying to sign in on mobile apps and the app “does not recognize” the email, also verify:

• That the correct Microsoft account (or Microsoft 365 work/school account) is used.
• That the username and password work by signing in via a browser using the same credentials.

If the subscription is expired or not associated with the account being used, the apps will not activate until the correct account is used or the subscription is renewed.

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References:

• Office for Mac payment error code 1303
• What you can do in the Microsoft 365 apps on mobile devices with a Microsoft 365 subscription
• Unlicensed Product and activation errors in Office
• Sign in to Microsoft 365