I get billed every month for Microsoft 365. Why can I not access it?

Question

I am billed every month for Microsoft 365. Why can I not access it?

Answer 1

Hi,

To determine what may be causing the problem:

1. What are you unable to access? Is it your account, or your Office apps such as Word, Excel, or PowerPoint?
2. What is the exact error message you see when you try to access it?
3. Are you using Mac or Windows computer?
4. Please also go to: https://account.microsoft.com/services

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

Answer 2

If Microsoft 365 is being billed every month but access is missing, the most common causes are:

1. The subscription is active on a different Microsoft account than the one being used to sign in.
2. The subscription is active, but the apps are signed in with the wrong account.
3. The subscription is not actually managed by Microsoft and was purchased through a third party.
4. There is a subscription or payment problem, which can trigger notices such as “We’ve run into a problem with your Microsoft 365 subscription.”

Try this:

1. Go to the Microsoft account subscriptions page: Sign in.
2. Check whether the Microsoft 365 subscription appears as active.
   • If it appears with options like Manage, Cancel, or Change payment, it is billed by Microsoft.
   • If management options are limited or missing, it may be managed by a third party such as Apple, Google, or a retailer.
3. If the subscription is active, sign out of Word, Excel, or other Microsoft 365 apps on the device, then sign back in with the same Microsoft account used to purchase the subscription.
4. If the subscription does not appear on that account, the purchase is likely linked to a different Microsoft account.
5. If an app shows a subscription notice or account notice, take action on the subscription because Office can eventually go into reduced functionality mode, where documents can still be opened and printed but not edited or created.
6. If the subscription was bought through a third party, billing and subscription changes must be handled with that provider directly.
7. If the subscription is active but access still does not work, contact Microsoft support through the support pages.

For Microsoft 365 for business, access uses a work or school account, not a personal Microsoft account.

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References:

• Manage my Microsoft 365 subscription
• I paid for MS office (06/22 Microsoft*Microsoft 365 P 425-6816830 WA) and I don't have access - Microsoft Q&A
• A subscription notice appears when I open a Microsoft 365 application
• What is my user ID and why do I need it for Office 365 for business?
• Microsoft 365