Which subscription to cancel.

Question

Which subscription to cancel.

sheri s 0

Like everyone else with microsoft wrror message 0 x0 I was forced despite having an active subscritopion already through apple to buy again. Yes I now have 2 subscriptions with 2 different apple ids but I have only one microsoft account. There is absolutely no support from microsfot and no one to ask whihc of these subscriptions should be canceled!!!!I do nto need 2 subscriptions. Do I cancel the one I have paid for monthly for years or the new annual one bought with a different apple id on my computer. Both are through apple who said microsoft needs to provide the answer. Great. Non one to help form microsoft. I am about ready to contact an attorney adn after reading the many complaints on the pages a class action suit

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2 answers

Your answer

Answer 1

EmilyS_726 24,380 Volunteer Moderator

Ok Sheri, you just gave quite some new information, and you do have quite a complex scenario there since you have three devices on three different OS versions.. This is why piggy back to others' threads will not get you the answer as yours is very unique.

The new information you just revealed here is - you have a subscription in your Microsoft account on Microsoft page. What this tells me is - you have one subscription you purchased directly from Microsoft （the old one）, and the new one was via Apple. You previously said the old one was also purchased from Apple, that is what threw everyone off. A subscription purchased from Apple will NOT show up in your Msft account, vice versa. This is why your new subscription does NOT show up in your Microsoft account.

Now that we know how each subscription was purchased, I will talk about the download method. If you want to use the subscription from Microsoft, you need to download from Microsoft's website, NOT from the Apple App store. This is the very reason your reinstall didn't recognize your license purchased from Microsoft. And, if you want to use the subscription from your Apple App store, you must download from the App Store, that explains why the new subscription works, because you downloaded the apps from Apple App store.

In this case, I recommend you cancel the Apple one in your Apple account. But check with Apple's cancel and refund policy first to see if they allow you to cancel at this point.

The reason I recommend that you cancel the Apple one is because you have OS 12 and OS 13 devices. These two versions cannot run the latest Office apps properly. In order to get your Outlook to work, you need to get the downgraded/older version of Office apps. But only Microsoft provides the older version download, I don't think Apple does. And as I explained above, if you download from Microsoft, you want to use the subscription purchased from Microsoft (old subscription), not the one you purchased from Apple. Does that make sense?

If you do decide to go this route, let me know, I will assist you through the rest of the steps to reinstall on all three devices from Microsoft sources. They each need its own reinstall instructions, but don't worry, I will see through this whole process with you.

However, if Outlook is not the deal breaker here, you can certainly cancel the Microsoft subscription, stay where you are. Nothing further needs to be done.

sheri s 0 Reputation points

2026-07-18T16:16:36.6066667+00:00

No i told you clearly both were purchased through apple with 2 different apple IDS. Very clear
sheri s 0 Reputation points

2026-07-18T16:18:45.2266667+00:00

On THE MICROSOFT PAGE WITH THE ONE SUBSCRIPTION LISTED WHEN YOU GO TO MANAGE. IT SAYS PURCHASED THROUGH APPLE. BOTH WERE PURCHASED THROUGH APPLE!!
sheri s 0 Reputation points

2026-07-18T16:20:14.8033333+00:00

NOW THAT YOU KNOW BOTH WERE PURCHASED THROUGH APPLE PERHAPS YOU CAN ASSIST ADN CHANGE YOUR ANSWER
EmilyS_726 24,380 Reputation points Volunteer Moderator

2026-07-18T16:32:00.0633333+00:00

Why are you releasing new information bit by bit.. now you are just telling me, "IT SAYS PURCHASED THROUGH APPLE.". That usually indicates it was via a redemption process.

In this case, cancel the old one, keep the new one.

Also, I hope it is clear to you that you are NOT talking to support here. I get that you are frustrated, but I am a volunteer, I am here to help you for nothing. I really don't appreciate your tone and your caps.
sheri s 0 Reputation points

2026-07-18T16:36:21.42+00:00

NOW THAT YOU KNOW BOTH WERE PURCHASED THROUGH APPLE PERHAPS YOU CAN ASSIST ADN CHANGE YOUR ANSWER
sheri s 0 Reputation points

2026-07-18T16:37:19.8666667+00:00

Yes via a redemption process. Yes.
sheri s 0 Reputation points

2026-07-18T16:39:26.81+00:00

So sorry. Sometimes since i type on an iPad i accidentally hit caps and just keep typing. I appreciate your help. And like others i was informed it would be safe to cancel the first one. But when will i see the new subscription listed on the Microsoft page. Will that be after the free trial you think?
EmilyS_726 24,380 Reputation points Volunteer Moderator

2026-07-18T16:44:10.18+00:00

Apology accepted.

Redemption is not the same as a direct subscription purchase from Apple. Redemption allows Microsoft to take ownership of the subscription and manage it from there once redeemed. If your new subscription was a direct purchase from Apple, it will NOT show up in your Msft account.

So, my previous long explanation and two options stand true.

If Outlook is not a deal breaker, cancel the old one, stay as it is.

If Outlook is important and you want things to work well on all three devices, we've got more work to do to reinstall, but you need to cancel the Apple one, although check Apple's refund policy first.
sheri s 0 Reputation points

2026-07-18T18:07:22.5633333+00:00

I could also update os and then download outlook

but no i never used

this was helpful

so if I understand correctly i will never see the annual purchase from apple under my microsoft account

But i am fine to cancel the old month to month that shows up as a redemption

i will never see that for an annual subscription

What will it say then under subscriptions on the microsoft account page when a yearly subscription is purchased through the app store with apple

will it say I have no subscription?

please explain further
EmilyS_726 24,380 Reputation points Volunteer Moderator

2026-07-18T18:16:28.33+00:00

Yes, if your device can continue to upgrade its OS, you can do so. It's an option.

And yes, your understanding is correct. Your Apple annual subscription will not show up in your Msft account.

It is fine to cancel the old month to month subscription that is in your Msft account via redemption.

What will it say then under subscriptions on the microsoft account page when a yearly subscription is purchased through the app store with apple

It will not show up at all, period.
sheri s 0 Reputation points

2026-07-18T18:39:35.4566667+00:00

So what will show up on my Microsoft account under subscriptions after i cancel the old one which does show up now? Will it say I don’t have a subscription? What then about using the apps on my phone and ipads?
EmilyS_726 24,380 Reputation points Volunteer Moderator

2026-07-18T18:57:23.09+00:00

Oh, the old one? If you cancel it, it will still run through the rest of the monthly cycle before the next renewal date, but I believe it should say "recurring billing off", and eventually it will show "expired".

Something similar to this - mine is an annual one, so it will run through next year.

Phones and iPads, you install from the Apple App store, right? They should use the new subscription. If for any reason they glitch, you can just bin the apps and reinstall from the App Store.
sheri s 0 Reputation points

2026-07-18T19:06:25.4333333+00:00

So Emily the confusion is why wont my annual subscription show up

yours does

why wont once the free trial is over and i pay it will show like yours does

the one that is monthly shows up also purchased through the App Store

why would the annual not show up

you sent me a screenshot of your annual showing up on your Microsoft account

Confused
sheri s 0 Reputation points

2026-07-18T19:12:19.9733333+00:00
sheri s 0 Reputation points

2026-07-18T19:12:50.0333333+00:00
sheri s 0 Reputation points

2026-07-18T19:13:19.9833333+00:00
sheri s 0 Reputation points

2026-07-18T19:14:38.65+00:00
sheri s 0 Reputation points

2026-07-18T19:15:20.48+00:00

Perhaps my screenshots will be helpful
EmilyS726 256K Reputation points Independent Advisor

2026-07-18T19:35:36.48+00:00

Mine is different because it was a direct Microsoft purchase.

Click on "manage" and see what it says
sheri s 0 Reputation points

2026-07-18T19:45:06.7766667+00:00

It says manage through apple . But this is the monthly. See shows only one subscription. Not 2. Perhaps maybe after my free trial it will show up like yours. And they both will be there.
sheri s 0 Reputation points

2026-07-18T19:47:44.2+00:00

See above. See all subscriptions and it shows (view 1) that is the monthly. The annual will not be billed until the free trial is over. Aug. 14. I am hoping then it will show up. I do not believe a monthly will show up and not an annual if they are both bought by apple. What should show up is just like yours but when you click manage it will go to the apple page. And should say will expire aug 13 2027. A year from now.
EmilyS_726 24,380 Reputation points Volunteer Moderator

2026-07-18T19:50:53.88+00:00

And both show up in your Apple account?
sheri s 0 Reputation points

2026-07-18T20:01:47.03+00:00

Yes

there are two apple accounts so each shows up in the respective account

one apple id one with one subscription

one apple id 2 with other under purchases

yes

and subscriptions
EmilyS_726 24,380 Reputation points Volunteer Moderator

2026-07-18T20:12:11.33+00:00

Got it.

Then you can cancel it via Apple, the old monthly one.

Then let the free trial run through, and it should redeem its first "real" paid version and will show up in Microsoft.
sheri s 0 Reputation points

2026-07-18T22:43:00.12+00:00

That is exactly what i am hoping to see

so i am not going to cancel anything until august when i pay for the yearly and hope it shows up and then ill feel safe

but now u r understanding
EmilyS_726 24,380 Reputation points Volunteer Moderator

2026-07-18T22:46:39.8366667+00:00

Yeah, I think that's fine. You just might end up paying for a month extra depending on how the dates overlap.
sheri s 0 Reputation points

2026-07-19T00:42:56.9933333+00:00

9.99 with tax 10.88 thats ok
sheri s 0 Reputation points

2026-07-19T01:04:03.04+00:00

Emily a miracle just happened. I went to one of the AI modes in Google and I asked again how to get Outlook only Outlook and it led me to somewhere where I had to find the September 16, 2025 release. I then downloaded that and I cannot believe it, but now Outlook is working on this computer too thank God I’m all set
EmilyS_726 24,380 Reputation points Volunteer Moderator

2026-07-19T01:48:35.7633333+00:00

I am glad to hear.

If you run into any issue when the trial expires, let's connect here again.

Answer 2

EmilyS_726 24,380 Volunteer Moderator

Hi Sheri

I saw you commented on a few other threads and was planning on getting back to you, but now I saw that you posted your own thread, so I will address it here.

If I remember, you have Microsoft 365 can run on macOS Ventura 13, right?

Regarding which one to cancel, you can cancel either one. It doesn't matter. The issue you have there is not about needing another subscription, or which subscription. It is because Microsoft 365 can run on macOS Ventura 13 only by using an older Office version.

Microsoft ended support for Ventura with Office version 16.101, released in September 2025. Newer Microsoft 365 installations and updates require macOS Sonoma 14 or later.

You do need to cancel via Apple though, because you purchased via them. Microsoft explains how subscription purchased via third party is managed in this support doc: https://support.microsoft.com/en-us/account-billing/manage-your-microsoft-365-subscription-purchased-through-a-third-party-44749f45-4c0b-5d41-a73f-7634b8d2a763

Are your Office apps working right now? If not, you need to uninstall and reinstall the version 16.101. That's the highest version your MacOS can support. Anything higher than that will run into issue.

https://officecdn.microsoft.com/pr/C1297A47-86C4-4C1F-97FA-950631F94777/MacAutoupdate/Microsoft_365_and_Office_16.101.25091314_Installer.pkg

sheri s 0 Reputation points

2026-07-18T03:32:36.1766667+00:00

Yes 365 on Ventura on one computer

365 on macos14 on another

365 on Mac OS running 12.

My apps are ok except for outlook but i never used anyway. But you are not answering my question., Both subscriptions are through apple.

What do you mean running an older office version? That stumped me.

I had to download the 3 apps (word excel and PowerPoint) from the App Store on all 3 computers running different versions as i listed above

When i first got the error message on tuesday when at work in which my computer is running Mac OS 14 despite updating my office prior to this debacle i still got the error message, and then downloaded the program form the App Store. Upon doing that it asked me to BUY despite already having an active subscription and putting in my user name and password for the one Microsoft account I have. So in a panic I bought again. I was then able to log in with this same user name and password and thus now have 2 active subscriptions with 2 different apple ids. Am i being clear? i do not know which to cancel and no one is able to advise me. You see after i downloaded the software from the App Store it went to BUY. It only worked after i bought another subscription. Help!!
EmilyS_726 24,380 Reputation points Volunteer Moderator

2026-07-18T03:57:34.4966667+00:00

Sheri, there are several different issues going on here.

I am sorry, you said I didn't answer your question, which one specifically? Sorry, you left comments in so many different places (other people's threads) and it is difficult to gather all of the tidbits.. If anything is missed, state them here, since this is YOUR thread now.

Issue 1 - regarding which subscription to cancel. I thought I did answer it in my first answer to you. I told you it didn't matter which, you can cancel either one. It might appear the 2nd subscription was what fixed the issue, but it was the reinstall/update that could have been the real fix. Which subscription you used shouldn't matter. I also told you you would need to cancel via Apple and shared with you the support doc explaining how subscription purchased via non-Microsoft source is managed.

Issue 2 - your MacOS 14. I didn't know this one exists since you didn't mention it in your original post. MacOs 14 is supported and can run the latest version of office apps. Can you confirm if they are working ok now? If not, I can help you troubleshoot further.

Issue 3 - your MacOS 13. You asked what I meant by running an older version. I thought I already explained that. I will share the info again here:

Microsoft ended support for Ventura (macOS 13) on Sept 2025. Office version 16.101 was the last supported version that can run without issue on Ventura. If you were to run office apps with version higher than 16.101 your Ventura may not be able to handle that. This is why I gave you an older installer link for you to install 16.101, only on the MacOS 13 device, this is the link https://officecdn.microsoft.com/pr/C1297A47-86C4-4C1F-97FA-950631F94777/MacAutoupdate/Microsoft_365_and_Office_16.101.25091314_Installer.pkg
sheri s 0 Reputation points

2026-07-18T14:14:37.1133333+00:00

Question 1 response. On the Microsoft account page it only lists my first subscription. But when i downloaded the software from the App Store and put in my username and password it did not recognize the subscription and instructed me to buy another. This was on a computer running 14. My other computers are running lower os. One is 12. One is 13. On both i had to redownload from the App Store but after that second purchase for these downloads they recognized my username and password. The one that never changed from Microsoft. Yes it was the second new subscription that allowed me to sign into the apps. But on my Microsoft account page it only lists one subscription, the old one. Maybe this is because the new one has a one month trial and the payment starts Aug 14? I dont know. I am again stumped as to which to cancel. My instinct would be to cancel the old one, yet that is the one listed on the Microsoft page. Do i wait until i am charged for the new one to see if that shows up on the Microsoft account? I am at a loss.

Question 2 and 3. All computers are able to sign in and work (except for outlook). to download outlook from the App Store one needs to be running 14. And as i deleted the app i am not able to use an updater located on some of these links in these threads. So there is no work around except to upgrade to 14. (Not going to do , too afraid) i hope this is clear. Dont care if i can not use outlook.

I still am petrified to cancel a subscription and that i will be back to square one and not able to work. Microsoft account page as i listed above does not show that new subscription. But yet it is listed on my Apple ID purchase pages. As i mentioned i have 2 apple ids and each one now has a subscription. I need Microsoft to confirm they see i have 2 subscriptions and to advise me which i can cancel safely.