two tablets: Both win 2011--One won't update the other will not recognize MS365 asking for payment

Question

two tablets: Both win 2011--One won't update the other will not recognize MS365 asking for payment

Carla Mattingly 0

Tablet name WIN- tablet- OCT-2025 is in my subscriptions but asking me to buy a subscription plan. Tablet- 1UGK4R7 will not update Microsoft 365. I have to contact support several times to get this fixed. This happened last year. These tablets are used October through December. I went through steps last week for updates. None worked. Now I need the office to be recognized on this tablet to allow access to what I pay for. Monday this script renews. why should I pay for something that you can't fix?

EmilyS726 279.7K Reputation points Independent Advisor

2026-10-24T01:23:32.2233333+00:00

Hello

Can you sign into your Microsoft account https://account.live.com > Subscriptions, and tell me the full name of your subscription?

Then do this for both tablets and share screenshots please.

Please type msinfo32.exe in the search on the taskbar and hit enter, then share a screenshot of the pop up please.
Carla Mattingly 0 Reputation points

2026-11-11T02:10:42.63+00:00

I am logged in. All that shown is learn not my subscriptions some how the tablets have hard codec instructions pointing to a Google email Not my ******@Yahoo.com true account that owns the subscription for this tablet name. I worked with a MS Tech last year to rename devices to be easily recognized. both Tablets are used from October through December 7. This year is is a 6 week prole, that will not update ms 365 products. Ms publisher is still in the list that Norton is trying to update. everything else updates just not MS 365. I can nt get a screen shot when my login goes to learning and not my true account.

1 answer

Your answer

EmilyS726 279.7K Reputation points Independent Advisor

2026-10-24T01:23:32.2233333+00:00

Hello

Can you sign into your Microsoft account https://account.live.com > Subscriptions, and tell me the full name of your subscription?

Then do this for both tablets and share screenshots please.

Please type msinfo32.exe in the search on the taskbar and hit enter, then share a screenshot of the pop up please.
Carla Mattingly 0 Reputation points

2026-11-11T02:10:42.63+00:00

I am logged in. All that shown is learn not my subscriptions some how the tablets have hard codec instructions pointing to a Google email Not my ******@Yahoo.com true account that owns the subscription for this tablet name. I worked with a MS Tech last year to rename devices to be easily recognized. both Tablets are used from October through December 7. This year is is a 6 week prole, that will not update ms 365 products. Ms publisher is still in the list that Norton is trying to update. everything else updates just not MS 365. I can nt get a screen shot when my login goes to learning and not my true account.

Answer 1

For the tablet that shows Microsoft 365 in subscriptions but still asks for payment, use this sequence:

Close all Office apps.
Open Services & subscriptions and confirm the Microsoft 365 subscription is active.
If it is active, sign out of Office on that tablet, restart the device, and sign back in with the same Microsoft account that owns the subscription.
If the subscription is expired, renew it first.
If payment recently renewed but Office still shows a billing or payment warning, open Payment options and check whether the payment method shows an error. Update it if needed.

For the tablet that will not update Microsoft 365 on Windows:

Open any Microsoft 365 app such as Word.
Go to File > Account (or Office Account in Classic Outlook).
Under Product Information, select Update Options > Update Now.
If Update Now is not shown, select Enable Updates first.
If Update Options is missing and only About appears, that install may be volume-licensed or managed by policy.
If the app cannot be opened to update, try repairing Office.

If the payment/activation warning continues on Windows after confirming the subscription and payment details:

Run the Microsoft 365 activation troubleshooter from Get Help on the same Windows PC/tablet.
If that does not fix it, deactivate the Office install, uninstall Office with the uninstall tool, and then reinstall Office.

Important: uninstalling and reinstalling Office removes the local Office installation, so save work first.

If the subscription renews Monday, first verify that the correct Microsoft account is being used on both tablets. A common cause is that the subscription is active on the account website, but Office on the device is signed in with a different account.

References: