My account is active, but I cannot sign in

Question

My account is active, but I cannot sign in

Julie S 0

I have attempted to use my Microsoft 365 Family, but it is not working. I have checked and my subscription is active until next year. I am not sure what I need to do.

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2 answers

Your answer

Answer 1

Xavier-D 11,595 Microsoft External Staff Moderator

Hello Julie S

I’m sorry you’re having trouble accessing your Microsoft 365 Family subscription.

Before we continue, please clarify the following:

Can you sign in successfully at Microsoft account, or does the sign-in fail there as well?
Where exactly are you unable to sign in: Word/Excel, the Microsoft 365 website, or another app?
Is there any error message? If yes, what exact error message or code appears?
Are you the subscription owner, or is the subscription shared with you by another family member?
Are you signing in with the same Microsoft account that shows the active subscription?

I hope to hear update from you soon.

Xavier-D 11,595 Reputation points Microsoft External Staff Moderator

2026-08-01T00:32:08.5666667+00:00

Hi Julie S

I’m following up to check on the status of this issue.

Have you had an opportunity to review the answer shared earlier?

Any update you can provide would be greatly appreciated.

Answer 2

Sandra 0

I have the same issue

Xavier-D 11,595 Reputation points Microsoft External Staff Moderator

2026-07-31T07:06:57.45+00:00

Hi Sandra

please refer to the questions in my answer