Issue upgrading M365 Personal to Family through the employee discount site

Question

Hello,

I am currently an employee of [PII Removed] (my email address is [PII Removed]), and have an M365 Personal Account through the employee discount program for which I pay $69 per year. My personal Microsoft account is [PII Removed]. I am trying to upgrade that to the family plan, which should cost me $90 per year. I go through the employee discount process and get validated, but when I try to login using with the [PII Removed] I get this page for just a second.

And then I get this page...

I can't seem to get to the page to shop / upgrade my plan from Personal to Family.

Can someone help?

Thanks,

[PII Removed]

Answer 1

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Hi Keith Dickey

I understand how frustrating this is, especially since the discount validation succeeds but the upgrade page never loads.

This happens because the Microsoft Workplace Discount Program does not support upgrading an existing discounted Microsoft 365 Personal subscription to Family. The discount storefront only supports new purchases, not in‑place plan upgrades. When you sign in with a Microsoft account that already has a discounted Personal plan, the redirect to the Family offer fails and results in the “page cannot be found” error you’re seeing.

What you can do:

• Purchase Microsoft 365 Family at regular price (remaining Personal time is preserved and stacked), or
• Turn off recurring billing, let Personal expire, then repurchase Family through the discount program, or
• Contact Microsoft Support and request a manual conversion from discounted Personal to discounted Family

Nothing is wrong with your Ally eligibility or your Microsoft account, this is a limitation of the Workplace Discount purchase flow.

I know that’s not the smooth experience you’d expect, but hopefully this clarifies why the page never appears and what your realistic options are.

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