My Microsoft 365 stopped working

Question

I paid my 12 month subscription in in May 2026, I have been using it without any problems and over the past few days it has stopped allowing me to use it, it asks for a product key

Answer 1

Thank you for that information.

Your screenshot indicates you have a Microsoft 365 Basic subscription, that type of subscription only entitles you to 100GB of OneDrive storage and the use of the free Office apps in a web browser, it does not include locally installed version of the Office apps, it is only the Microsoft 365 Personal or Family subscriptions that include installing the Office apps locally on your PC.

Answer 2

I followed every step

I logged out of Word

I restarted my laptop.....nothing changed, still unable to use 365

THen I did the next step and I went to File, Account and clicked on Switch Licence Button.....nothing changed, still unable to use 365

I went into my account and I am paid up to 12 May 2027 as you can see below screenshot.

I keep being told to do the same thing and keep going round and round in circles.

I need something from you, so I can use 365 again, either some link or a product key

Answer 3

I followed every step

I logged out of Word

I restarted my laptop.....nothing changed, still unable to use 365

THen I did the next step and I went to File, Account and clicked on Switch Licence Button.....nothing changed, still unable to use 365

I went into my account and I am paid up to 12 May 2027 as you can see below screenshot.

I need something from you, so I can use 365 again, either some link or a product key

Answer 4

I followed all the steps

Restarted my computer, no success

Next step and clicked on Switch Licence, no success

The subscription was paid on 12 May 2026 appears on my credit card and paid

MY subscription details shows as next payment due on 12 May 2027

This problem started about one week ago, I had many chats online, I attempted to talk to a human by calling the number I was given by support, but the message I get when I call is to go online

Answer 5

1

Open Word.

At the top right of Word, log out of Office.

Restart (not shut down) your PC, then log back into Office, is your subscription then recognized correctly.

2

If that does not resolve the problem, open Word.

Go to File - Account.

Click the 'Switch Licence' button.

Are you able to find your Microsoft 365 subscription in the resulting list to select it there?

2

If not, log into your Microsoft account on this link, check the expiry date listed on your subscription, is that listed correctly.

https://account.microsoft.com/services/

If not, go to the Billing section, is it indicated your payment has been processed correctly.