Microsoft 365 not recognized

Question

Purchased Microsoft 365 through Friends & Family but computer is not recognizing the purchase. It states subscription has been cancelled.

<Moved from Office/Access>

Answer 1

1

Open Word.

At the top right of Word, log out of Office.

Restart (not shut down) your PC, then log back into Office, is your subscription then recognised correctly.

2

If not, log into your Microsoft account on this link, check the expiry date listed on your subscription, is that listed correctly.

https://account.microsoft.com/services/

If not, go to the Payments and Billing section, is it indicated your payment has been processed correctly.

Answer 2

Follow these steps to resolve the issue where the PC says the Microsoft 365 subscription is cancelled even though it was purchased via Friends & Family:

1. Confirm the subscription is active and which account owns it
   • Go to the Services & subscriptions page: https://account.microsoft.com/services.
   • Sign in with the Microsoft account that owns the Friends & Family subscription (the organizer’s account).
   • Verify that the Microsoft 365 subscription shows as active and not expired or cancelled.
   • If the subscription was purchased through a third party (Amazon, Apple, Google Play, Best Buy, etc.), manage or fix billing issues with that retailer directly. Microsoft cannot change billing or cancel/restore subscriptions bought through third parties.
2. Verify the correct account is used on the affected computer
   • Open any Office app (Word, Excel, etc.).
   • Go to File → Account.
   • Under User Information and Product Information, check which Microsoft account is signed in.
   • If it is not the account that was invited to the Friends & Family subscription, sign out and sign in with the correct Microsoft account email that has the shared subscription license.
3. If the subscription was recently renewed or added
   • If the Friends & Family organizer recently renewed or changed the subscription, there can be a delay or account mismatch.
   • The organizer should confirm that the user’s email is still included in the shared subscription and that the invite was accepted with the same Microsoft account being used on the PC.
4. If a product key or retail card was used
   • If a physical box or card was used at any point, make sure the product key was redeemed at the correct Microsoft account. The subscription does not start until the key is redeemed or the link in the email receipt is followed.
5. If the subscription truly shows as cancelled
   • If the subscription shows as cancelled or expired on the Services & subscriptions page, it must be renewed or a new subscription purchased. The Friends & Family organizer may need to:
     • Renew the subscription, or
     • Share a different active Microsoft 365 Family subscription with the user.
6. If the subscription is active but the PC still shows cancelled
   • After confirming the subscription is active and the correct account is signed in, close all Office apps and restart the computer.
   • Reopen an Office app and check File → Account again.
   • If it still shows cancelled, contact Microsoft Support for Microsoft 365 Family/Personal and provide details that the subscription is active online but not recognized on the device.

In the meantime, Office Online can be used for free in a web browser at https://www.office.com/ while the subscription issue is being resolved.

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References:

• Manage your Microsoft 365 subscription purchased through a third party
• A subscription notice appears when I open a Microsoft 365 application
• Microsoft 365 subscription features aren't available in Office apps
• Cancel a Microsoft 365 subscription
• Excel Data Types with Wolfram End of Support FAQ
• How to unsubscribe microsoft 365 account? - Microsoft Q&A
• cancel subscription - Microsoft Q&A
• How to connect with Help and Support - Microsoft Q&A