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Technical Support Required

Evergreen Holdings 0

Hello Microsoft Support Team,

I am reaching out to request assistance regarding an ongoing issue I have been experiencing with my Microsoft subscription on my Mac device.

Despite having an active annual subscription, I have been unable to successfully download and use the Microsoft applications. I have followed all recommended troubleshooting steps, including reinstalling the applications, checking system requirements, updating my macOS, and verifying my subscription status. Unfortunately, the issue persists.

At this point, I am becoming increasingly frustrated, as I am paying for a service that I am currently unable to use. I rely on these applications for both personal and professional purposes, and resolving this issue is becoming urgent.

I would greatly appreciate your support in identifying the cause of this problem and providing a clear resolution as soon as possible. Please let me know if you require any additional information from my end (device details, error messages, screenshots, etc.).

Thank you in advance for your prompt attention to this matter. I look forward to your response and a timely resolution.

Kind regards,

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Kai-H 14,815 Microsoft External Staff Moderator

Hi, Evergreen Holdings

Sorry you’re dealing with this, that would be really frustrating if you’re paying for Microsoft 365 and still can’t use it. First, make sure the Mac apps are signed in with the exact same Microsoft account that shows the active subscription on account.microsoft.com/services or Office.com/signin, because seeing the free web apps alone does not confirm the desktop license.

If the apps were installed from the Mac App Store, it is recommended that you uninstall them and reinstall directly from Office.com/signin, since Mac App Store installs can cause license mismatches in some cases.

If it still keeps looping or says there is no license, try resetting the Office license files in Keychain Access and then sign in again. If the installer itself will not download, it is suggested to use Safari and clearing website data before retrying.

Thank you for your patience in reading, I hope this information has been helpful to you.

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Andrejs Cvetkovs 0 Reputation points

2026-03-19T08:51:24.6133333+00:00

I have a similar problem. I purchased Microsoft Office 365 (Personal) about 10 years ago, or perhaps even longer. Every year, we run into the problem where the licence expires on its own and can no longer be found on some computers. We use it on several Mac computers. Sometimes the problem resolves itself, but this time, for several days now, one of the computers has been unable to find the licence. How can this be resolved? I need to work, but I can’t. Please help us resolve this issue.
Kai-H 14,815 Reputation points Microsoft External Staff Moderator

2026-03-19T14:56:57.52+00:00

Hi, Andrejs Cvetkovs

That usually points to the Mac not holding the correct activation anymore, even though the subscription is still active. First, sign in on account.microsoft.com/services and make sure the same Microsoft account is the one being used inside Word/Excel on that Mac, because Office can show “no license” if it’s signed into the wrong account or an old one.

If the subscription looks fine, you can the old Office license data from Keychain Access and then signing in again. If the account page shows too many activations, manage the installs there and retry. It is also suggested that signing out of Word first, then signing back in with the subscribed account, can refresh the license on that Mac.
Kai-H 14,815 Reputation points Microsoft External Staff Moderator

2026-03-22T06:45:50.4+00:00

Hi, Evergreen Holdings

It has been a while and I am writing to see how things are going with this issue.

Have you had a chance to check the replies provided?

Any update would be appreciated.
Andrejs Cvetkovs 0 Reputation points

2026-03-24T12:49:10.6433333+00:00

One more question. We paid for that subscription just once when we bought it 10 years ago, and after that it was renewed free of charge every year. Could it be that your rules have changed and the subscription is no longer renewed free of charge, as it used to be?
Kai-H 14,815 Reputation points Microsoft External Staff Moderator

2026-03-25T06:25:33.7466667+00:00

Hi, Andrejs Cvetkovs

I don’t think this is a case of Microsoft suddenly changing it from “free renewal” to paid. Microsoft 365 Personal renews only if recurring billing is turned on, and when it renews, it is billed monthly or yearly depending on the plan. If recurring billing is off, the subscription just runs until the expiry date shown in the account.

It would be worth checking the subscription page for that account. If it shows a next charge date, recurring billing is active. If it shows “Expires on,” it will not renew unless renewed manually. If the subscription was bought through Apple or another third party, renewal is managed there instead.

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