I am being charged for MS365 and cannot get through to talk - won't let me create documents

Question

I have had this subscription since I got my new macbook in 2022. All the sudden, MS is saying I am not subscribed and even though I am able to log on to my subscription it tells me I cannot use word excel etc because i need to upgrade. I am upgraded yearly to the 1TB option. How can I get help so I can access and edit all my word docs and excel sheet? any advise? the numbers I call all are AI bots and I cannot find any help online through chats either. Very frustrating.

Answer 1

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

If you haven't tried anything yet:

• Make sure you're signed in with the same Microsoft account that the subscription is linked to.
• Open any Microsoft 365 app such as Word. > At the top of the screen, select Word (or the app name) in the menu bar. > Select About Word. > Click More Info… > Select "Refresh License".
• After that, close any open documents and completely restart all Microsoft 365 apps so the license refresh can take effect.

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If issue still persists:

If you haven't already, I’d suggest is to uninstall any existing Office apps on your Mac to avoid conflict:

• Here are the steps: https://support.microsoft.com/en-us/office/how-to-remove-office-license-files-on-a-mac-b032c0f6-a431-4dad-83a9-6b727c03b193

Then, to reinstall Microsoft Office:

• Go to https://account.microsoft.com/services
• Sign in using the same Microsoft account linked to your license.
• Find your Microsoft 365 Subscription and click the "Install".
• That will download the installer for the Office apps, just run it and follow the steps.

If anything’s unclear or the "Install" option still doesn’t show, feel free to let me know. I’ll be happy to walk you through it!

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If all is resolved, feel free to mark the answer for this thread. Otherwise, please let me know if there is anything else I can help you with.