365 won't install, won't recognize that we paid for it,

Question

365 won't install, won't recognize that we paid for it,

Brian Bard 0

We couldn't use Word. It said buy 365. We did, 7/16. It billed us. We have the receipt. We installed and it wouldn't work. Microsoft said delete and reinstall. We deleted. Can't reinstall. It now doesn't recognize that we bought 365, although it is on our credit card bill. We tried downloading through the App Store. Downloaded but still can't use because it doesn't recognize that we bought the program. At the moment we're out $100+ and have nothing to show for it. But they keep sending us emails about what all we supposedly can do with it.

Refund????????

0 comments

3 answers

Your answer

Answer 1

I had a similar experience and it took me three days to resolve it. the mapping kept going to my previously purchased 2019 version of microsoft so I had to reinstall and uninstall at least 6 times...then using copilot it had me try to figure out the mapping to resolve it. FInally happened but it was BEYOND frustrating. Now I just upgraded from 365 family to premium and I am petrified to try installing again. I am hoping I would only need to install the added items (teams and defender) and not microsoft 365 over again because I can NOT go through that nightmare again. Of course there are no simple questions or answers listed for that procedure.

Answer 2

Brian Bard 0

Our Mac is running OS Tahoe 26.5.2

We purchased the Microsoft 365 directly from Microsoft online.

Purchase order number. 47<removed PII>, Dated July 15, 2026 at 9:22 p.m.

EmilyS726 256.2K Reputation points Independent Advisor

2026-07-17T20:47:20.8633333+00:00

Ok, good, Tahoe is not affected by the recent digital certificate update change.

I would like for you to uninstall your apps completely. Since you got them from Microsoft directly, you do not want to install them from the App Store.

Follow the instructions here for complete uninstall (more steps compared to just binning them).

https://support.microsoft.com/office/office-for-mac/troubleshoot-office-for-mac-issues-by-completely-uninstalling-before-you-reinstall

Then reinstall this way:

Please go to https://www.office.com

Sign into the Microsoft account you used for the subscription. Click on the 9-dot icon on the upper left > More apps.

Then on the upper right, click on "Install apps". This will now download the installer file. Once downloaded, click on the file to install. It will install the Desktop version of the apps for you then.

https://support.microsoft.com/office/download-install-or-reinstall-microsoft-365-or-office-2024-on-a-pc-or-mac-4414eaaf-0478-48be-9c42-23adc4716658
Brian Bard 0 Reputation points

2026-07-17T22:27:45.79+00:00

CAn't uninstall and reinstall. Doesn't work. Won't pay more for what didn't work the first time, since they already took our money. The "all you have to do" isn't working.
EmilyS726 256.2K Reputation points Independent Advisor

2026-07-17T22:33:48.0366667+00:00

Brian, I know the instructions can work as I've already used it on many others with the same macOS version. For example, it works for Peter here: https://learn.microsoft.com/en-us/answers/questions/5948053/locked-out-of-ms365-apps-as-part-of-jul-13-securit

I am happy to help you further, but I need to know, specifically, what was the difficulty you ran into when you tried to use the uninstall steps. Exactly which steps and what error message, if any.

Same for reinstallation: what steps and what error message, if any?

General comments like "can't uninstall or reinstall" and "doesn't work," unfortunately, don't give me any useful information to dig deeper for troubleshooting.
Brian Bard 0 Reputation points

2026-07-18T15:17:51.7166667+00:00

Can't uninstall and reinstall. Doesn't work. Won't pay more for what didn't work the first time, since they already took our money. The "all you have to do" isn't working.
Brian Bard 0 Reputation points

2026-07-18T15:20:12.19+00:00

I managed to trash all the Microsoft stuff. I cannot access the library the get rid of the excess files. There is no way to reinstall because it refuses to acknowledge that we bought the program to begin with. I shouldn't have to be a computer genius to run a word processor program.

I would like my money back.
EmilyS726 256.2K Reputation points Independent Advisor

2026-07-18T15:24:09.1566667+00:00

How did you reinstall?

Is your subscription purchased directly from Microsoft's website, or via Apple App store? Depends on how it was purchased, the installation path is different. If you bought from MIcrosoft but install from App store, it will not recognize your subscription, or vice versa. This is why I gave two installation paths in my instruction depending on how it was purchased.

Go to your Microsoft account https://account.live.com, sign into your Microsoft account, then go to Subscriptions, is the subscription listed here?
Brian Bard 0 Reputation points

2026-07-18T15:35:37.7966667+00:00

Bought it from Microsoft, sent install. Microsoft wouldn't install. Microsoft said delete and reinstall. All gone. Nothing to reinstall. Microsoft took our money and now will not recognize our purchase. No, the subscription is no longer listed there.

refund
EmilyS726 256.2K Reputation points Independent Advisor

2026-07-18T15:42:28.4666667+00:00

If it is from Microsoft, it should be listed in your account. Did you buy a subscription, or did you buy a one-time purchased license like Office Home 2024 instead? If so, go to Order history and adjust the purchase date filter to go back further, is there any purchase record?

Also, just to be clear, you are NOT talking to support here. I am independent and I don't speak for Microsoft. You are in a "community" forum and I am happy to help you figure out this mystery, but I cannot review your account, nor can I address your complaint. Let's keep it technical so we can focus on solving it.
Brian Bard 0 Reputation points

2026-07-18T15:49:11.4+00:00

I purchased Microsoft 365 Personal from Microsoft, NOT Home Office 2024. Order #47<removed PII>, On July 15, 2026, The receipt if timed at 9:22 p..m. No purchase shows for this, only 2019 from years ago. I have looked repeatedly.
EmilyS726 256.2K Reputation points Independent Advisor

2026-07-18T15:55:03.69+00:00
As I said, I am not support, so I cannot look up your account; the order number unfortunately won't do me any good.

Could you possibly be using a different Microsoft account for that subscription? If you purchased from Microsoft, it will show up when you sign in and go to Subscriptions.

Just to make sure it is NOT purchased via Apple, on your MacOS,

Click the Apple logo in the top-left corner of your screen and select System Settings.

Click on your Name / Apple Account at the very top of the sidebar.

Click Media & Purchases on the right side.

Look for Subscriptions and click the Manage button next to it. Is it listed there?

Answer 3

EmilyS726 256.2K Independent Advisor

Hello

In order for me to know which set of troubleshooting steps you can use, I need some information first.

What is your MacOS version number?
Is the subscription signed up via Microsoft directly, or via Apple App Store?

EmilyS726 256.2K Reputation points Independent Advisor

2026-07-17T20:36:53.3366667+00:00

Brian is there any reason you already marked that I didn't resolve your issue? I need the information in order to know what suggestion I can give you and what options you have. This is a somewhat complex issue and it has many different scenarios.