Problem loading apps

Question

My subscription has recently renewed automatically. I could not then open my Apps like Outlook excel and word. They have now disappeared from my computer and now I cant reload them as it says i have no internet connection when I quite clearly have. I have now access to my emails and i have some very important emails that I need.

How do I resolve this and can i get my emails back. If not how to i get a refund if i cant get access to the apps

Answer 1

Follow these steps in order.

1. Confirm the subscription is active
   1. Go to the Microsoft account Payment & billing page: https://account.microsoft.com/services/office/billing
   2. Sign in with the same Microsoft account used for the subscription.
   3. Under the Microsoft 365 subscription, check the status:
      • If it shows Has recurring billing, the subscription is active.
      • If it shows Expires on [date], and that date is in the past, renewal is required.
2. Fix the “no internet connection” and re‑install the apps
   • Make sure the correct account is used in the browser and in Office.
   • From the same services page (https://account.microsoft.com/services), select the Microsoft 365 subscription and use the Install option to download Office again.
   • If the installer still reports no internet connection even though the browser works, restart the PC and try again from a wired or stable Wi‑Fi network.
   • If the subscription is active and the Install button does not work or the installer continues to fail, contact Microsoft Support directly for help with installation and activation using this link: https://go.microsoft.com/fwlink/p/?LinkId=822936
3. Access to emails
   • If Outlook cannot be opened on the PC, email can still be accessed through Outlook on the web using a browser, as long as the mailbox is associated with an active Microsoft 365 or Outlook.com account.
   • Once Office is successfully reinstalled and activated, Outlook will reconnect to the mailbox and all server‑stored emails will reappear.
4. If the apps still cannot be used and a refund is needed
   • If access to the apps cannot be restored and a refund is required, use the Microsoft subscription refund process described here: https://support.microsoft.com/en-us/account-billing/how-to-get-a-refund-on-a-microsoft-subscription-67dca30b-b323-44d5-acc2-e02f9902c472
   • If there are billing disputes or unrecognized charges, contact Microsoft Customer Service via the Contact – Microsoft Support site and use chat or phone support under the Microsoft 365 & Office → Manage my subscription path.

If these steps do not restore the apps or access to email, open a support case so Microsoft can check the subscription and installation status on the account and device.

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References:

• Problems renewing a Microsoft 365 subscription
• What's the difference between a Microsoft 365 subscription and free web apps
• What's the difference between a paid Microsoft 365 subscription and the free web apps?
• When opening Word or Excel, getting a 'subscription canceled' message but I have renewed my Office subscription - Microsoft Q&A
• Can I speak to someone? -- Billing issues - Microsoft Q&A
• What to do when Outlook will not open on my PC? - Microsoft Q&A
• Microsoft Office apps for Mac quit unexpectedly - Microsoft Q&A