Unable to use Microsoft 354

Question

I paid for a Microsoft 365 family subscription via Apple. However, I am unable to access any Microsoft products (Word, Excel, etc). When I log in online, it says my Microsoft 365 subscription has expired, however I purchased 1/22/2026. When I try to access the apps on my iphone, it also says my subscription is inactive. If I am unable to utiize the subscription AT ALL, I want my money back!

Answer 1

Hi, I'm John! I will help you with this.

In the meantime if you haven’t already:

• I’d suggest is to uninstall any existing Office apps on your Mac to avoid conflict:
• Uninstall all existing Office apps from your iPad (Word, Excel, PowerPoint, etc.).

Reinstall the apps using this official guide from Microsoft:

• "Install and set up Microsoft 365 apps on iPhone or iPad" https://support.microsoft.com/office/install-and-set-up-the-microsoft-365-copilot-app-on-an-iphone-or-ipad-9df6d10c-7281-4671-8666-6ca8e339b628

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If the issue persists, please provide more details by answering my questions.

Click "Add comment" below to let me know.

Regards,

John J.D.

Answer 2

Because the subscription was purchased through Apple on iOS, management and billing are handled through the Apple ID, not directly through the Microsoft account.

Use these steps to resolve the issue:

1. Confirm where the subscription is active
   • On the iPhone, go to Settings > [your name] > Subscriptions.
   • Check that Microsoft 365 Family is listed as active and that the renewal/expiry date matches the purchase (for example, 1/22/2026).
   • If it is not shown as active there, contact Apple Support for billing/refund help, because Apple processed the payment.
2. Make sure the correct Microsoft account is used
   • The Microsoft 365 apps (Word, Excel, etc.) must be signed in with the same Microsoft account that is associated with the subscription.
   • Sign out of all Microsoft accounts in the apps and browser, then sign back in with the account that should have the Family subscription.
3. If the apps still say “no subscription” or “inactive” on iOS
   • On iPhone, delete and reinstall one of the Office apps (for example, Word), then sign in again with the correct Microsoft account.
   • If using an iPad and seeing errors like No subscription found or This Apple ID doesn't have a paid Microsoft 365 subscription, reset the app:
     1. Open Settings on the iPad.
     2. Select Word, Excel, or PowerPoint.
     3. Under RESET, tap Reset <app name>.
     4. Enable Delete Login Credentials.
     5. Close and reopen the app and sign in again.
4. If the Microsoft account still shows “expired” online
   • A Microsoft 365 subscription bought in the iOS app is tied to the Apple ID subscription. If the Microsoft account portal still shows expired after confirming the Apple subscription is active, contact Microsoft Support so they can check the account status and association.
5. Requesting a refund
   • For a subscription purchased via the iOS app, charges are made to the iTunes/Apple account. Refunds for those payments must be requested from Apple, not Microsoft.
   • If there is any unrecognized or duplicate charge from Microsoft directly (not via Apple), follow the official refund process for Microsoft subscriptions and contact Microsoft Billing Support.

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References:

• Where can I manage my Microsoft 365 subscription?
• What you can do in the Microsoft 365 apps on mobile devices with a Microsoft 365 subscription
• How to get a refund on a Microsoft subscription