Can’t use the program.

Question

I have been paying for Microsoft 360 for over a year and I do not see that I can use it. How am I able to use this on my plan. Or do I need to cancel it and start over? I do not have Word or any other Microsoft products on my devices whether it be my phone or my tablet and yet I have been paying for it.

Answer 1

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 you find your subscription listed on your Microsoft account, then on a Windows PC or laptop, or Apple Mac PC or laptop you can download and install the Office apps from there.

On an Android Phone or tablet, you can download the Microsoft 365 app from the Google Store.

On an Apple phone or iPad, you can download and install the Microsoft 365 apps from the Apple store.

Answer 2

The subscription is active but the apps are not installed or the account with the license is not being used on the devices.

To use the plan instead of cancelling and starting over, follow these steps:

1. Confirm the subscription and account
   • Go to the Microsoft account Services & subscriptions page and sign in with the Microsoft account used to pay for Microsoft 365.
   • Verify that a Microsoft 365 Family/Personal subscription is listed and shows as active and not expired. If it is not active or not present, contact Microsoft Support using the options in the subscription help pages.
2. Install Microsoft 365 apps on devices
   • From the same Services & subscriptions page, use the Install button to download and install the desktop apps (Word, Excel, PowerPoint, etc.) on a PC or Mac.
   • On mobile devices (phone or tablet), install Word, Excel, PowerPoint, and OneNote from the Apple App Store or Google Play, then sign in with the same Microsoft account that has the subscription.
3. Make sure the correct account is used in the apps
   • When opening Word, Excel, PowerPoint, or OneNote on mobile, sign in with the Microsoft account associated with the subscription, not a different personal or work/school account.
   • If sign-in fails, verify the username and password by signing in through a browser first, as described in the sign-in guidance.
4. If the subscription is missing or the Install button does not work
   • If the subscription does not appear as active or the Install button is missing or not working even though payment is current, use the contact options in the subscription support articles to reach Microsoft Support and have the subscription status checked.
5. If the subscription truly is not usable
   • If, after confirming the account and working with support, the subscription cannot be used or is not associated with the account being billed, use the cancellation and refund guidance in the billing support articles, or cancel via the payment provider (for example, if purchased through a third-party store) as described in the cancellation guidance.

There is no need to cancel and start over if the existing subscription is active and tied to the correct Microsoft account; installing the apps and signing in with that account is sufficient.

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References:

• What Microsoft 365 business product or license do I have?
• Problems renewing a Microsoft 365 subscription
• What you can do in the Microsoft 365 apps on mobile devices with a Microsoft 365 subscription
• Unable to cancel your Microsoft subscription
• What's the difference between a paid Microsoft 365 subscription and the free web apps?
• What's the difference between a Microsoft 365 subscription and free web apps
• i have been charged twice - Microsoft Q&A
• How to Cancel Microsoft 365 subscription if you do not have account info? Or get anyone to help? - Microsoft Q&A