Purchased Microsoft 365, downloaded and now cannot access.

Question

Purchased Microsoft 365, downloaded and now cannot access.

Wendy Chamberlain 0

Purchased Microsoft 365 on 20/07/2026, have downloaded the programme, but unable to access it on my PC as it keeps on telling me that I am not registered. Do I need an activation code and if so, why has this not been sent to me.

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2 answers

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Answer 1

EmilyS726 256.2K Independent Advisor

Hello Wendy,

Did you purchase your Microsoft 365 from Microsoft directly, or from a third party?

Can you go to your account online https://account.live.com, sign in, then go to Subscriptions, is it listed here? If so, what's the name of the Microsoft 365 subscription, for example, is it Basic, Personal or Family for example?

Please let me know the answers for these questions becase they are important for the troubleshooting. Thanks!

Wendy Chamberlain 0 Reputation points

2026-07-26T16:34:50.6466667+00:00

Hi Thank you for your response. I bought it through Microsoft. It is listed there.

The name of the subscription is

Microsoft 365 Personal

Next charge on 20/07/2027, £84.99 including VAT
EmilyS726 256.2K Reputation points Independent Advisor

2026-07-26T16:59:17.4533333+00:00

Thank you for confirming.

Did you download and install it from your Microsoft account online? Or did you download and install from the App store?

After you launch the app, did you use the same MIcrosoft account to sign in?

Can you share a screenshot of the exact screen where you are stuck on in case some context is missing. Thanks!
Wendy Chamberlain 0 Reputation points

2026-07-26T18:38:00.1166667+00:00

Yes, I did download and install from my Microsoft account online, not from the App Store. I made several attempts to load the programme without gaining access and I do not have a screenshot of the exact screen.
Wendy Chamberlain 0 Reputation points

2026-07-26T18:39:02.3066667+00:00

Having downloaded many programmes over the years onto my computer, I fail to understand why this is not working. Should I have an access code?
EmilyS726 256.2K Reputation points Independent Advisor

2026-07-26T18:41:36.1433333+00:00

Wendy, the description is super vague.. I need more specific description if possible.

First of all, you shouldn't need any code/key if you already purchased directly from Msft. Normally you just need to sign into the app.

So I need to know, what exactly happens when you sign in? Did it give an error message, or is the app not even loading to the point where you can sign in?

Are you running Windows 11?
Wendy Chamberlain 0 Reputation points

2026-07-26T18:48:55.0766667+00:00

This is what I get when I access Microsoft.

![](https://assets.account.microsoft.com/services/compassassets/4f086b64-8886-40a9-9bd1-9d1c4aa03cd9.svg?n=Microsoft Symbol.svg)

Microsoft 365 apps for your devices

Use on up to 5 devices at the same time

Install Microsoft 365 on all your devices

Get stuff done seamlessly at work and at home by installing Microsoft 365 on all your devices. You can sign in to 5 devices at a time, and they sync automatically so you can pick up right where you left off.

I proceed with the installation but cannot access it all. No error messages received. I have Word on my pc from a previous subscription which is not longer available. When accessing it says subscription cancelled and I need to reactive the program which is why I purchased it for my personal use. Not sure what is wrong but I have downloaded it several times and cannot get it work
EmilyS726 256.2K Reputation points Independent Advisor

2026-07-26T18:56:55.13+00:00

So it sounds like you were able to launch the app like Word, or Excel for example, but it appears to be still seeing the previous expired subscription. Do I describe the issue correctly?

If that's the case, was the previous subscription under a different Microsoft account, or was it under a discontinued work/school account?
Wendy Chamberlain 0 Reputation points

2026-07-26T19:44:39.6166667+00:00

It was under a different Microsoft account.
EmilyS726 256.2K Reputation points Independent Advisor

2026-07-26T19:47:07.7133333+00:00

I see. Then go to one of the apps, like Word, do you see the old user's profile icon still on the upper right? If so, click on it, sign out, then sign in, does it let you sign in with the current one that should have the subscription?
Wendy Chamberlain 0 Reputation points

2026-07-26T21:01:00.5466667+00:00

It now seems to have downloaded Microsoft Office 365 but is asking for a product key. Where do I find this?
Wendy Chamberlain 0 Reputation points

2026-07-26T21:02:20.8333333+00:00

This should have twenty-five letters
EmilyS_726 24,545 Reputation points Volunteer Moderator

2026-07-26T21:34:49.1566667+00:00

Wendy, I thought it was already installed, so I am not sure why it is installing again.

Last you told me you previously were on a different account, and I asked you to try this:

Then go to one of the apps, like Word, do you see the old user's profile icon still on the upper right? If so, click on it, sign out, then sign in, does it let you sign in with the current one that should have the subscription?

Did you get the chance to try that at all?
Wendy Chamberlain 0 Reputation points

2026-07-27T07:31:16.28+00:00

Yes I have now tried this but it is telling me that I need to upgrade my plan.
Wendy Chamberlain 0 Reputation points

2026-07-27T07:32:59.1033333+00:00

I also do not understand why I am being asked for a product key?

EmilyS726 256.2K Independent Advisor

Hello,

Can you please type cmd in the search on the taskbar, and press enter to launch Command Prompt, then run these commands one at a time.

cscript "C:\Program Files\Microsoft Office\Office16\OSPP.VBS" /dstatus

cscript "C:\Program Files\Microsoft Office\root\Office16\OSPP.VBS" /dstatus

cscript "C:\Program Files (x86)\Microsoft Office\Office16\OSPP.VBS" /dstatus

cscript "C:\Program Files (x86)\Microsoft Office\root\Office16\OSPP.VBS" /dstatus

Then please share a screenshot. Thanks!

Answer 2

Wendy Chamberlain 0

I logged out of Windows and logged back in with my password. It appears to be working at the moment, hopefully no more problems

Thank you for your help.

EmilyS726 256.2K Reputation points Independent Advisor

2026-07-27T18:48:38.6666667+00:00

Ok, that's actually what I was trying to tell you to do. I just assumed you already did that. Glad it works now.

Purchased Microsoft 365, downloaded and now cannot access.

2 answers

Install Microsoft 365 on all your devices

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