Subscription issues

Question

I have an active subscription of Microsoft 365 but I cannot login to my MAC and IPAD. My 2 iphones are able to login ok. On the MAC and IPAD it says I have no subscription. When I click on restore previous purchase it says I have no purchases.

When I login to my microsoft account, it says i have nos ubscription.

But when I go to the self help and it checks the account, it says there are no problems on the acocunt.

Answer 1

Hi,

Are you sure, you do not possess multiple Microsoft accounts? The subscription might be active on other.

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

Answer 2

The behavior indicates that the Apple App Store subscription and the Microsoft account subscription status are not aligned, and that the devices where the issue occurs are either:

• Signed in with a different Microsoft account than the one used when the subscription was purchased, or
• Using an Apple ID that does not have an active Microsoft 365 subscription associated with it.

Use these steps in order:

1. Verify the subscription with Apple

• On a device using the same Apple ID that was used to buy Microsoft 365 (for example, one of the iPhones):
  • Open the Apple subscriptions page as described here: Apple subscriptions page.
  • Confirm that the Microsoft 365 subscription is listed and active.
• If the subscription is expired, renew it. If it is not listed, there is no active App Store subscription on that Apple ID.

2. Make sure the correct Microsoft account is used

• Subscriptions purchased from the Apple App Store are associated with the Microsoft account that was signed in to the Office app at the time of purchase.
• On the Mac and iPad:
  1. Sign out of all Office apps (Word, Excel, PowerPoint, Outlook, OneNote).
  2. Close the apps completely.
  3. Reopen an Office app and sign in with the Microsoft account that was likely used when the subscription was purchased on the iPhone.
  4. If unsure which account that is, try each personal Microsoft account in turn.

3. Restore the purchase correctly on Mac and iPad If the subscription is active in Apple but the Mac/iPad say there is no purchase:

• On Mac (Office for Mac payment error code 1007 scenario):
  1. Confirm the Microsoft 365 subscription is active in the Apple subscriptions page.
  2. In an Office app on the Mac, use the Restore previous purchase option and sign in with the same Apple ID and the same Microsoft account that were used when purchasing.
  3. If the subscription is active and restore still fails, follow the steps in Restore previous purchase for Office for Mac.
• On iPad ("No subscription found" / "This Apple ID doesn't have a paid Microsoft 365 subscription"):
  1. Go to Settings on the iPad.
  2. Scroll down and select one of the Office apps (Word, Excel, or PowerPoint).
  3. Under RESET, tap Reset <app name>.
  4. Turn on Delete Login Credentials.
  5. Close the app (double-press Home or swipe up, then swipe the app away).
  6. Reopen the app and sign in with the correct Microsoft account, then try Restore previous purchase again.

4. If Microsoft account shows “no subscription”

• When signing in at the Microsoft account portal, if it shows no Microsoft 365 subscription, that account does not currently hold a Microsoft 365 license.
• In that case, either:
  • Another Microsoft account holds the subscription (common if multiple personal or work/school accounts exist), or
  • The subscription exists only as an in-app purchase via Apple and has not been correctly associated or restored.

5. If the issue persists

• If the Apple subscription is active and all steps above have been followed (correct Microsoft account, reset apps, restore purchase) and Mac/iPad still show no subscription or “no purchases,” contact Microsoft Support for further investigation.

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References:

• Office for Mac payment error code1007
• Office for Mac payment error code 1303
• What you can do in the Microsoft 365 apps on mobile devices with a Microsoft 365 subscription
• "Can't Verify Subscription" or "No Subscription Found" error messages
• Microsoft 365 Apps activation error: "We've run into a problem with your Office 365 subscription"