Restore 365 substitution on iPad is failing

Question

I have a subscription through teh App Store but Microsoft is not recognising it

Answer 1

Hi Jeremy,

Are you sure you linked the subscription to a Microsoft account? Please check at https://account.microsoft.com/services page and let me know.

For restoring purchases, linking it is necessary.

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

Answer 2

Microsoft 365 subscription issue I need to talk to a person

Answer 3

What is the contact number for further support

Answer 4

Thank you that didn’t work how do I contact microfots for further ssistance?

Answer 5

Follow these steps on the iPad to get the App Store Microsoft 365 subscription recognized.

1. Confirm the subscription in the App Store
   1. Open the App Store app on the iPad.
   2. Go to the account/profile icon → Subscriptions.
   3. Verify there is an active subscription that starts with “Microsoft 365” or “Copilot Pro” under Active Subscriptions.
   4. Note which app icon (Word, Excel, PowerPoint, etc.) is shown for that subscription; that is the app used to purchase it.
2. Sign out of the Microsoft 365 app used for purchase
   1. Open that app (for example, Word or Excel).
   2. Sign out of the account in the app.
   3. Fully close the app (swipe it away from the app switcher).
3. Restore the previous purchase from the app
   1. Reopen the same app.
   2. On the Get started with Microsoft 365 or Get Microsoft Copilot Pro screen, tap Restore previous purchase at the bottom.
   3. Complete any prompts using the same Apple ID that owns the subscription.
4. If sign‑in still fails or shows “No subscription found”
   1. Make sure the Microsoft account used in the app is the same one that was signed in when the in‑app purchase was made.
   2. If on iPad and you see errors like No subscription found or This Apple ID doesn't have a paid Microsoft 365 subscription, reset the app:
      • Open Settings on the iPad.
      • Scroll to and select the Office app (Word, Excel, or PowerPoint).
      • Under RESET, tap Reset <app name>.
      • Turn on Delete Login Credentials.
      • Close the app completely and reopen it, then sign in again and try Restore previous purchase once more.
5. If the subscription is tied to a different Microsoft account or receipt issues occur
   • If the App Store subscription was originally associated with a different Microsoft account, sign out and sign back in with that original Microsoft account in the app, then use Restore previous purchase again.
   • If restore continues to fail due to receipt validation issues, contact Microsoft Support for further assistance.

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References:

• Restore previous purchase of Microsoft 365 apps or Copilot Pro for Mac, iPhone, or iPad
• What you can do in the Microsoft 365 apps on mobile devices with a Microsoft 365 subscription
• Office for Mac payment error code 1303
• Office for Mac payment error codes 1001, 1002, 1003 and 1005