Office 365

Question

I have renewed my subscription, but I cannot use Excel or Word. It tells me it's not licensed. How can you help me since I paid my annual $139.99 already.

Answer 1

Hi sue,

Thank you for writing to us.

If this is a syncing issue, can you please try the following steps -

1. Verifying the subscription status by going to https://account.microsoft.com/services?refd=account.microsoft.com and signing in with the account that you sued to purchase Microsoft 365. If the subscription shows Active, then the renewal/payment was processed.
2. After this, please check the account used by Office. You can do that by opening Word or Excel. Go to File > Account. Please note that the signed-in account matches the account that owns the Microsoft 365 subscription.
3. If the account matches, may I request you to try signing out and signing back in. By opening any Office application, please go to File > Account and select Sign Out for all accounts. Please close all Office apps and reopen Word/Excel and sign in again.

If these don't help, you can try removing the stored credentials - Open Control Panel > Credential Manager. Select Windows Credentials and remove Microsoft Office and Microsoft 365 related credentials.

Please note that you need to have your login credentials (username/email and password) stored somewhere so that you are able to use it to log back in after removing it from your PC.

Please restart your computer and sign back into your Office again using the stored login credentials.

Hope this is helpful. Kindly reach out here with a screenshot of the issue, if the problem persists.

Answer 2

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 not, open Word, go to File - Account and click the 'Update Licence' button to test if that resolves the problem.

2

If not, log into your Microsoft account on this link, is your Office licence listed correctly there, or if that is a subscription, check the expiry date listed on your subscription, is that listed correctly.

https://account.microsoft.com/services/

If not, go to the Payments and Billing section, is it indicated your payment has been processed correctly.