UNABLE TO ACTIVATE OFFICE, CAN'T GET SUPPORT ON THE PHONE OR ONLINE

Question

I would like to learn how to get assistance from Microsoft Support or perhaps a phone number that doesn't hang up on me.

I already have a subscription to Outlook 365. I went https://www.microsoft.com/en-us/microsoft-365/p/office-home-business-2024/cfq7ttc0pbm7 and purchased Office Home & Business 2024 for my Mac. I was already logged into my Outlook account upon purchase. I uninstalled the existing Office trial that came with my new Mac. I was able to install Office Home & Business 2024. However, upon activating I received errors. I went to Google and to Microsoft Topics dealing with the same issue, I followed the steps, to no avail.

For 2 days, intermittently I have been attempting to reach support. I have tried multiple numbers. The AI says if you want to inquire about downloads to go to whatever website its says and then it hangs up. I have been chatting online to get access to support, but the button is greyed out and I'm clearly logged into my account, which is the account that I purchased Office Home & Business 2024 under.

I keep getting multiple errors upon activation such as, "someone with this account is already logged in, try another account".

I'm at a point where I can just scream. I paid my $249 and it should not be this difficult to get assistance or to get my product working.

Can someone help me resolve this issue, please? Thank you in advance.

Answer 1

Hello Karimah!

Thank you for your detailed post, and I’m sorry to hear about the inconvenience you’ve been facing.

From your description, after purchasing and installing Office Home & Business 2024 for Mac under the same Microsoft account, the product does not activate correctly and instead shows the message that "someone with this account is already logged in, try another account".

What you describe might point to an Office activation conflict on the Mac, often from leftover sign-in or license data from an older install or trial (stuck Office sign-in/activation state) on the Mac.

Note: Chat support may not always be available at the moment due to a temporary service issue. Please try again later or at a different time if you need further support. However, I'll try my best to assist you here:

• First, please sign in to your Microsoft account and check Services & subscriptions to make sure Office Home & Business 2024 is listed under the same account used to buy or redeem it.
• If it is listed, fully uninstall Office for Mac and make sure any earlier Office or trial version has been removed.
• Then run Microsoft’s License Removal Tool to remove the existing Office license files from the Mac.

Note: The license removal tool only clears saved activation/licensing data on your Mac, it does not delete your purchase or invalidate your license. However, please make sure you still have access to the correct Microsoft account associated with your original Office purchase, as you will need to sign in again to reactivate it after running the tool.

• After that, open Spotlight > search for Keychain Access > type Office in the search box > delete the Office-related saved entries, then go back to your Microsoft account Services & subscriptions page, reinstall Office from there, and try activating again.

Hope this could help. Feel free to post back if you need any further clarification or assistance!

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