Microsoft 365 doesn't recognize my purchase.

Question

Scott Sonntag 0

Hello,

I'm unable to sign into Microsoft 365 after renewing my purchase. I renewed on May 14, 2025 and set to renew again on May 15, 2026.

My account is connected to ******@gmail.com

Thank you

0 comments

1 answer

Answer 1

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

To help narrow down the issue:

Are you using Microsoft 365 Personal/Family, or is this a Microsoft 365 Business subscription?
Are you seeing this message on a Windows PC or a Mac?
When you sign in to your Microsoft account at https://account.microsoft.com/services does the subscription show as active there, or still unpaid?

If you haven't tried anything yet:

Make sure you're signed in with the same Microsoft account that the subscription is linked to.
Then, open any Office app (like Word or Excel), go to File > Account, and click "Update License" to refresh your subscription status.

If issue still persists:

Before installing, it’s a good idea to uninstall all existing versions of Office to avoid conflicts.

Here’s how (Windows):

Open the Control Panel > Programs > Programs and Features.
Look for any version of Microsoft Office or Office apps, right-click, then choose Uninstall. Please uninstall all Office apps.
Once that’s done, restart your computer just to be safe.

Then, to reinstall Microsoft Office:

Go to https://account.microsoft.com/services again.
Sign in using the same Microsoft account linked to your license.
Find your Microsoft 365 Subscription and click the "Install".
That will download the installer for the Office apps, just run it and follow the steps.

If anything’s unclear or the "Install" option still doesn’t show, feel free to let me know. I’ll be happy to walk you through it!

I really hope this information is helpful! Let me know if you have any further questions or concerns.

Regards,

John J.D.