Shared User cannot access shared subscription

Question

Shared User is on the Shared Group listing, but cannot the shared subscription software (i.e., Word, etc.). It keeps asking User to sign in or to purchase. How do I fix this issue?

Answer 1

Hello Terry

From your description, the shared user appears to be listed in the Microsoft 365 sharing group, but Office apps like Word still do not detect the shared subscription and keep asking them to sign in or buy Microsoft 365.

To better narrow this down, could you please confirm the following?

1. What type of subscription is being shared (Microsoft 365 Family, Microsoft 365 Premium...)
2. Has the shared user already accepted the sharing invitation using their own Microsoft account?
3. When the shared user signs in to https://account.microsoft.com/services can they see the shared Microsoft 365 subscription listed there?
4. Is the shared user using Office on Windows or Mac?

If possible, please share a screenshot of the exact error message they’re seeing. Please hide or blur any personal information before posting it.

Meanwhile, you can refer to:

Someone invited you to share their Microsoft 365 subscription

Share your Microsoft 365 subscription.

I look forward to your response so we could identify the next steps!