I need to talk with a representative -- cannot access my documents

Question

I need to talk with a representative. I just subscribed to Microsoft for $16.00/annual fee; however, I am unable to access any of my previously developed documents. HELP!

Answer 1

Hi, @Ruthann Papke

This is forum public. Just to narrow this down first before contacting Microsoft Support:

Please sign in here with the Microsoft account you used for the purchase:

https://account.microsoft.com/services

1. What subscription does it show as active there?
2. When you try to open one of your previous documents, what exactly happens? Do you get an error, or does Word ask you to subscribe or activate?

Also, make sure Word is signed in with the same Microsoft account shown on the Services page.

---

Click "Add comment" to let me know.

Thanks!

Answer 2

For direct help from a Microsoft representative, use Contact Support.

1. Go to Contact Microsoft customer support.
2. Select Get Help.
3. Enter the issue, such as cannot access documents after subscribing.
4. If self-help does not resolve it, select Contact Support.
5. Choose Microsoft 365 and Office and the closest category for subscription or account access.
6. Use chat with support agent in web browser or request a call if that option is offered.

If the problem is related to signing in to the Microsoft account used for the subscription, start with the sign-in helper tool first. It checks the account email address or phone number and tells what action is needed. Support agents cannot send password reset links or change account details.

If Microsoft 365 was just purchased, internet access is required for the initial activation of the desktop apps. After installation, reconnect to the internet and sign in to Microsoft 365 to reactivate the apps if needed.

---

References:

• Contact Microsoft customer support
• Problems renewing a Microsoft 365 subscription
• What's the difference between a paid Microsoft 365 subscription and the free web apps?