New Premium 365 Issues

Question

I upgraded to Microsoft 365 Premium last night. I fully removed my Office Professional Plus 2021 apps and then downloaded the new Microsoft 365 apps directly from my subscription page. However, instead of installing the Microsoft 365 Premium apps, the installer keeps giving me my old Office 2021 Professional Pro apps again.

Because of this, I have no Copilot in any desktop app. Copilot also tells me I have been “downgraded,” even though my account clearly shows Microsoft 365 Premium, and the Microsoft documentation says Premium subscribers (the owner) get Copilot in the desktop apps. I am the only user on the subscription.

I spent hours trying to fix this, including phone support, articles, and AI support, and nothing addresses my issue. I am extremely frustrated. If this cannot be resolved, I want to cancel everything. I still have my Office 2021 license and can use Google Docs instead.

Please connect me with someone who can actually fix the licensing/installer issue. The system is installing the wrong version of Office and not recognizing my Premium subscription or Copilot entitlement. or cancel my premium and let me know to move my one drive away.

Answer 1

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

When you sign in to your Microsoft account at https://account.microsoft.com/services does the subscription show as active there, or still unpaid?

When you try updating the license inside an Office app, what happens? (Open Word > go to File > Account >click Update License (or Switch Account)) Does it show your Microsoft 365 Premium there? Or does it still show Office 2021?

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