I need to speak by telephone to a live agent to assist with my 365 account.

Question

I renewed my subscription but it deactivated my account anyway. Now, requesting that I update my subscription.

Answer 1

Hello Empower U of RVA, Inc,

It sounds like the renewal was completed, but Microsoft 365 has not yet recognized the updated subscription on the device. This may happen when Office is still using an old sign-in or activation status.

Since this is a user-to-user forum, we cannot access or change your billing and subscription records, nor can we arrange a support call on your behalf. If you still need assistance after trying the steps suggested by John, please contact Microsoft Support by following the steps below:

1.  Go to: https://support.microsoft.com/home/contact
2. In the search box, enter a short description of your issue, then choose "Get Help"
3. Scroll down and select Sign in to contact support (please sign in using a personal Microsoft account). Then follow the on-screen prompts to reach Support Team.

Tips:

• Support chat availability may vary by country/region, product, and support hours. If you can't get in touch with a chat agent right away, trying again later or at a different time may help.
• If the support page directs you to the automated assistant, type “I need a live agent” in the chat.

Hopefully your issue will be sorted out soon Thank you so much for your patience!

Answer 2

Hi, @Empower U of RVA, Inc

Before contacting Microsoft Support, please try this steps below.

When you sign in to your Microsoft account at https://account.microsoft.com/services does the subscription show as active there, or still unpaid?

If active, please try these steps if you haven’t already:

• Make sure you're signed in with the same Microsoft account that the subscription is linked to.
• Then, open any Office app (like Word or Excel), go to File > Account, and click "Update License" to refresh your license status.

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If issue still persists:

Before installing, it’s a good idea to uninstall all existing versions of Office to avoid conflicts.

Here’s how:

• Open the Control Panel > Programs > Programs and Features.
• Look for any version of Microsoft Office or Office apps, right-click, then choose Uninstall. Please uninstall all Office apps.
• Once that’s done, restart your computer just to be safe.

Then, to reinstall Microsoft Office:

• Go to https://account.microsoft.com/services
• Sign in using the same Microsoft account linked to your license.
• Find your Microsoft 365 Subscription and click the "Install".
• That will download the installer for the Office apps, just run it and follow the steps.

If anything’s unclear or the "Install" option still doesn’t show, feel free to let me know. I’ll be happy to walk you through it!

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I really hope this information is helpful! Let me know if you have any further questions or concerns.

Click "Add comment" to let me know.

Thanks!