Losing use of 365 when paid up

Question

Losing use of 365 when paid up

Graham Rebbeck 0

After losing our internet we lost the use of 365 for months and could not even open Word documents. Now we have the internet back on we still can not use 365 or open documents. Who do I complain to?

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Answer 1

DaveM121 914.5K Independent Advisor

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, the best option is to perform a full online repair of your Office installation.

Open the Settings App (gear icon on your Start Menu)

Go to Apps, then scroll down to find Microsoft Office

Select that and choose Modify - Online Repair

That should fix any issues with your Office Installation.

Graham Rebbeck 0 Reputation points

2026-07-28T08:22:50.0866667+00:00

It seems Microsoft is happy not to provide the service when there is no internet but still take the money. Any reputable company would offer a refund. I have made the right decision not to use their product any more.
DaveM121 914.5K Reputation points Independent Advisor

2026-07-28T08:25:38.9233333+00:00

The Microsoft 365 apps require an Internet connection from time to time to check the licence is active, they would have no way to know if your Internet connection is working or not.

This forum is just a user to user forum, no-one here has any account access, you could try to contact Microsoft Support directly to ask them if it is possible to get a refund, try using this method to contact their support.

Go to this link: https://support.microsoft.com/contactus

Select Microsoft 365

Click 'Get Home Support'.

In the box provided, type billing.

Press Enter, then on the next page, scroll down and click 'Sign in to Contact Support'.

Navigate to Microsoft 365 and Office - Manage my Subscription.

Select the 'Chat with support agent in web browser' option