Office 365 issue

Question

I have an active Office 365 subscription however when I try to open a word or excel document I am asked to purchase a subscrption

Answer 1

Hi,

Are you using a Mac or Windows computer?

If Windows, open any Office app (Word, Excel, etc.), then go to File > Account. Scroll down and click Sign out. Restart your computer, then sign back in using the correct Microsoft account.

If Mac, open Word or another Office app, click your profile icon or account name in the top-right corner, select Sign Out, close the Office apps, then reopen one and sign in with the correct Microsoft account.

If the issue persists, go to https://account.microsoft.com/services.

Can you confirm whether your Office license or subscription appears there and is listed as active?

Answer 2

If the subscription is active but Word or Excel still asks to buy Microsoft 365, use this order:

1. Close all Office apps.
2. Check the subscription on the Subscriptions page and confirm it is active under the same Microsoft account used in Office.
3. If the subscription is expired, renew it, then restart Word or Excel.
4. Check the Payment options page and update the payment method if it shows an error.
5. Open Word or Excel again and sign in with the Microsoft 365 account tied to the subscription.

If the apps show Product deactivated, select Sign in and enter the Microsoft 365 account. If the install was deactivated on this device, signing in reactivates Office. If the sign-in/install limit was reached, deactivate another Office install first.

If this started after moving to a new PC, check the subscription page for the install associated with the old computer and use the install option from that account.

If the problem continues on Windows:

1. Run the Microsoft 365 activation troubleshooter.
2. If it does not fix the issue, deactivate the Office install, completely uninstall Office with the easy fix tool, and then reinstall Office.

If Microsoft 365 Family or Personal was renewed recently and the notice still appears, a retail purchase may still require entering the product key from the box, card, or email receipt before the subscription starts.

If none of that resolves it, contact Microsoft Support. If this is a work or school subscription, contact the Microsoft 365 admin or IT department.

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References:

• Office error "Account Notice: We've run into a problem with your Microsoft 365 subscription"
• A subscription notice appears when I open a Microsoft 365 application
• Microsoft 365 subscription features aren't available in Office apps
• Microsoft 365 subscription not recognised when I try to open an Excel file - Microsoft Q&A
• Unable to access Microsoft apps from new computer - Microsoft Q&A