Unable to access Microsoft subscription

Question

I have been paying a subscription annually to Microsoft for Office products (Word, Excel, Powerpoint). Payment is taken every August. This is a subscription that was set up historically and although I try to log in to what I thought was the related account there is no record of any subscription.

In the last few weeks I upgraded my operating system following a message from Microsoft advising me that unless I did that I would no longer be able to access my products. Despite that I am now unable to use Word and am getting an advisory message asking me to upgrade or buy a new subscription.

But going in circles as I'm already paying a subscription and I don't want to have to pay twice.

Advice greatly appreciated.

Answer 1

Hello, thank you for reaching out to Microsoft Q&A.

Sign in to each of your Microsoft accounts one by one using the link below to see which account the subscription is linked to. -

https://account.microsoft.com/services

(Open an incognito tab for each session and try signing in)

If you’re still having trouble finding the Microsoft account, I recommend contacting Microsoft Live Chat support directly and providing the transaction details and any other relevant information so they can tell you on which Microsoft account the subscription is tied to. You can use that Microsoft account to activate Office applications on your device.

To get in touch with the Office support-

1. Go to this page: https://support.microsoft.com/en-us/home/contact
2. Type Talk to an agent then click Get Help.
3. At the bottom of the page click Contact Support. Sign in to your Microsoft account if needed. If you face the same issue with the affected account use a different account to contact Microsoft Support.
4. Select Microsoft 365 and Office and Click Confirm.
5. Click Chat with a support agent in your web browser.

Answer 2

Are you running macOS? If so, what's your macOS version?

Did you purchase Microsoft 365 from Microsoft, or via Apple App store?