signing in

Question

I keep getting messages to sign in to Microsoft 365 when I am already signed in. I recently updated the account to my email as my husband is deceased

Answer 1

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

To help narrow down the issue:

1. Go to https://account.microsoft.com/services and sign in with your email address. Do you see an active Microsoft 365 subscription there?
2. Also, in Word or Excel, go to File > Account. What email address is shown under User Information and Product Information?

If you see your husband’s old email or a different account there, click Sign out, then sign back in using the account that actually owns the Microsoft 365 subscription. You can also click Update License on that same page if it appears.

Please also tell me: is this Microsoft 365 Personal or Family, and did Microsoft Support transfer the subscription to your email, or was only the sign-in email/alias changed?