Can't access newly purchased MS 365 subscription

Question

I just purchased MS 365 but can't access it. An Excel file previously created won't save and I can't find any of the updated apps.

Answer 1

1

Double click any Word file to open the file.

In Word, at the top right, log out of Office.
Restart (not shut down) your PC, then log back into Office, is your new subscription then correctly recognised.

2

If not, log into your Microsoft account on this link and check the expiry date on your subscription, is it correct for your subscription payment?

https://account.microsoft.com/services/

If not, go to the payments and Billing section, is it indicated your payment has been processed successfully.

Answer 2

Follow these steps to regain access to the Microsoft 365 subscription and updated apps, and to save work in Excel:

1. Confirm the subscription is active and on the correct account
   • Go to the Subscriptions page of the Microsoft account dashboard and sign in with the same email address used to buy Microsoft 365.
   • Verify that an active Microsoft 365 subscription (Family, Personal, or business) is listed. If it is not shown, sign out and try any other email addresses that might have been used.
2. Make sure the apps are signed in with the same account
   • Open Word or Excel on the device.
   • Go to File > Account (or equivalent account/settings area in the app).
   • Check the signed-in account and ensure it matches the account that shows the active subscription.
   • If it does not match, sign out and sign back in using the correct account.
3. Update or repair the Office installation (Windows)
   If the updated apps are missing or not behaving correctly:
   • Select Start, then scroll to find the Office apps (for example, Excel).
   • If shortcuts are missing or the apps still do not reflect the subscription, run an Online Repair for Office using the guidance in “Repair an Office application.” This can restore missing shortcuts and fix activation-related issues.
4. If Excel alone is having license issues on Mac
   • On macOS, check System Settings > General > Login Items & Extensions and ensure the Microsoft Office Licensing item is enabled.
   • If it was off, enable it, then sign out of macOS and sign back in, and reopen Excel to test saving again.
5. If using iPad or mobile and cannot sign in
   • Confirm the correct Microsoft account or work/school account is used when signing into Word, Excel, or PowerPoint.
   • Use a browser to verify the username and password work by signing into the appropriate Microsoft 365 sign-in page.
   • Ensure the device meets the system requirements listed for the apps.

If, after these steps, Excel still will not save or the subscription still appears unavailable, sign out of all Office apps, restart the device, sign back in with the account that shows the active subscription, and test again.

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References:

• Microsoft 365 subscription features aren't available in Office apps
• Can't find Office applications in Windows 10?
• What you can do in the Microsoft 365 apps on mobile devices with a Microsoft 365 subscription
• Excel is no longer registered and can't access some server so it won't let me save anything - Microsoft Q&A
• When opening Word or Excel, getting a 'subscription canceled' message but I have renewed my Office subscription - Microsoft Q&A
• My Microsoft365 Office Package no longer works with my iPad Pro - Microsoft Q&A