Microsoft 365 Apps activation error: "That Microsoft account doesn't exist. Enter a different account or get a new one."

When you try to activate Microsoft 365 apps, you might receive the following error message:

That Microsoft account doesn't exist. Enter a different account or get a new one.

If you're trying to activate on a Mac, see How to remove Office license files on a Mac.

For Windows devices, try the following troubleshooting methods.

Note

Some of these troubleshooting methods can be performed only by a Microsoft 365 admin. If you aren't an admin, see How do I find my Microsoft 365 admin?

If you are prompted for a product key

If you're prompted for a product key, see Where to enter your Office product key.

Sign out of Microsoft 365 and sign back in

1. Open a Microsoft 365 app, such as Word.
2. Select your name and profile picture or icon at the top.
3. Select Sign out.
4. Select Sign in.
5. Make sure that you're signed in by using your Work or School account, not your personal Microsoft account.
6. Try to activate Microsoft 365 again.

Make sure that you have the correct version of Office installed

1. Check which Microsoft 365 business product or license you have.

   If you're signed in by using your Work or School account, and you don't have a license assigned, contact your Microsoft 365 administrator to get a license assigned.

   If you have Microsoft 365 for Business Basic, you don't have any Office applications to install. You can use Microsoft 365 Online apps instead.

2. Make sure that the bit version of Office (32-bit or 64-bit) matches your version of Windows.

If you have a different edition or version installed on your device, run the Microsoft 365 Uninstall troubleshooter to uninstall Office. Then, restart the device, and install the correct version.

Uninstall and reinstall Microsoft 365 apps

1. Run the Microsoft 365 Uninstall troubleshooter to uninstall Microsoft 365 or Office.

   Note

   To run the troubleshooter, make sure that you're using the same Windows device on which Microsoft 365 or the Office product is installed. Additionally, make sure that your device is running Windows 10 or a later version.

   1. To start the troubleshooter, select the following button.

      Microsoft 365 Uninstall troubleshooter

      If you receive a pop-up window that displays "This site is trying to open Get Help," select Open.

   2. To run the troubleshooter, follow the instructions in the Get Help app.

2. Restart the device.

3. Install the correct version.

Reset Microsoft 365 activation state

See Reset activation state for Microsoft 365 Apps for enterprise.