Can't find a subscription I purchased

Question

I purchased a new subscription and it isn't showing up under my account. How can I find it?

Answer 1

Use the account and subscription tools to confirm where the subscription is and that it’s active.

1. Check the Microsoft account used for purchase
   • Go to the Services & subscriptions page: https://account.microsoft.com/services.
   • Sign in with the Microsoft account that was used to buy or redeem the subscription.
   • Look for the subscription under Services & subscriptions.
   • If it does not appear, sign out and try any other Microsoft accounts that might have been used. Subscriptions are tied to the specific account they were redeemed on.
2. If it was a Microsoft 365 for business subscription
   • If the subscription is through work or school and you are an admin, go to the Microsoft 365 admin center.
   • In Simplified view, select Subscriptions.
   • In Dashboard view, go to Billing > Your products.
   • Verify the subscription is listed and active. If you have multiple billing accounts, use Change billing account to check others.
3. If the subscription still doesn’t appear
   • It may be associated with a different email address or may not have been fully created/activated.
   • Re‑check the purchase confirmation email for any sign‑in link or indication of which account was used.
   • If the subscription was purchased through a third party (for example, a retailer), manage or confirm it through that retailer as indicated when selecting Manage on the Services & subscriptions page.
4. If apps show “subscription canceled” or “no subscription found”
   • Confirm the subscription is active at https://account.microsoft.com/services.
   • In Word or Excel, go to File > Account, sign out, then sign back in with the same account that shows the active subscription.
   • Use Update license (if available) after signing in.

If the subscription still cannot be found after checking all possible accounts and the admin center (for business), contact Microsoft support from the account or admin portal so they can review the purchase and account association.

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References:

• GPT Builder has been retired
• What Microsoft business subscriptions do I have?
• When opening Word or Excel, getting a 'subscription canceled' message but I have renewed my Office subscription - Microsoft Q&A
• How to unsubscribe microsoft 365 account? - Microsoft Q&A
• How can I install Home Office 2024 with my Microsoft Account with your directions. - Microsoft Q&A