Can't open app

Question

I just re-purchased the app, but can't open and access it

Answer 1

If an app was just purchased but will not open, use these checks and fixes depending on how it was installed.

1. If the app is from Microsoft Store on Windows
   1. Reset Microsoft Store:
      • Press Windows key + R.
      • Type wsreset.exe and select OK.
      • A blank Command Prompt opens, closes after ~10 seconds, and Microsoft Store reopens.
      • In Store, search for the app and try launching or reinstalling it.
   2. If the app still cannot be found or installed, check:
      • The app is available in the current country/region.
      • Microsoft family settings are not blocking it.
      • The app is still published and not removed from Store.
      • The device is compatible with the app.
      • Windows was restarted after recent updates.
      • The PC is signed in and authorized with the correct Microsoft account and added as a device.
2. If the app is an Office app on Windows and shows “This app can’t open” or fails after a restore
   • After a System Restore, some Windows apps (including Office, Notepad, Paint, Terminal, Cortana) can show “This app can’t open” or fail to respond.
   • Workarounds:
     1. Try starting the app again.
     2. Reinstall the app from Microsoft Store (for Store-based apps).
     3. Reinstall the app from the original installer/source.
     4. Run Windows Update, then restart and try again.
3. If the app is an Office app on Mac and will not open
   • If Office for Mac apps quit unexpectedly or show an error that they cannot be opened because of a problem:
     1. Quit all Office apps.
     2. In Finder > Applications, select all Microsoft 365 for Mac apps and move them to Trash.
     3. In Finder, select Go > Go to Folder…, open ~/Library/Containers/ and move to Trash the folders starting with:
        • com.microsoft.Word
        • com.microsoft.Excel
        • com.microsoft.Powerpoint
        • com.microsoft.Outlook
        • com.microsoft.OneNote
     4. In the same Library, open Group Containers and move to Trash (if present):
        • UBF8T346G9.ms
        • UBF8T346G9.Office
     5. Reinstall Office apps from the Services page of the Microsoft account used to purchase the subscription.
4. If Office apps on Mac show “Microsoft <application> cannot be opened because of a problem”
   • This can occur if the Office app was moved or duplicated.
   • Reinstall the Office app in its default location and install any available updates for Office and macOS.

If these steps do not resolve the issue, contact Microsoft Support with details of the device (Windows or Mac), the exact app name, and any error message text.

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References:

• I can't find or install an app from Microsoft Store
• Find and install your Microsoft downloads from Microsoft Store
• KB5023152: “This app can’t open” error message after running system restore and then starting a Windows app in Windows 10 and later versions
• "Microsoft program cannot be opened because of a problem" error when you start an Office program
• Office for Mac payment error code 1303
• Microsoft Office apps for Mac quit unexpectedly - Microsoft Q&A
• Cannot start Office apps after Office activation