Cannot Log into my Microsoft Account or use Word/Excel etc.

Cindy-Lee Schenk 0 Reputation points
2026-11-13T09:11:15.4533333+00:00

I have not been able to log into my Microsoft account for months now. I am paying for a subscription however i cannot log in or use my Word or Excel. Please see error screenshot an advise. Screenshot 2026-11-13 at 11.09.48

Microsoft 365 and Office | Word | For home | Windows
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  1. AI answer

    2026-11-13T09:11:40.5133333+00:00

    For a Microsoft account sign-in problem that is also blocking Word/Excel activation, use this order:

    1. Start with the Microsoft account Sign-in Helper tool. It checks the email address or phone number being used and identifies account problems and next steps.
    2. If the password is known but sign-in still fails, use the Sign-in Helper tool again.
    3. If the password was forgotten, use Reset your password.
    4. If the email or username may be wrong or no longer recognized, check these points:
      • confirm the correct email domain is being used, such as .com vs .co.uk
      • check for typing differences in the account name
      • if another alias or phone number is on the account, try that instead
    5. If the message says “We couldn't find an account with that username” or “account doesn't exist”, use the Sign-in Helper tool.
    6. If the account has not been signed in to for more than two years, it may have been deleted and cannot be reopened.
    7. If this is specifically happening while trying to sign in to install or activate Office, check whether the Microsoft account service is temporarily down. If service is normal, close and reopen the browser and try signing in again. If needed, try a private browser session.
    8. If the Microsoft 365 subscription was purchased through Apple on Office for Mac and the app says the purchase is already associated with a different Microsoft account, sign out of the Office app, sign back in with the Microsoft account used at purchase time, then try restoring the previous purchase.
    9. If sign-in still fails after the account recovery and helper steps, contact Microsoft Support through Get Help or Contact Support.

    References:

    AI-generated content may be incorrect. Read our transparency notes for more information.

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  2. Emmanuel Santana 40,170 Reputation points Independent Advisor
    2026-11-13T09:52:13.2133333+00:00

    Hello. Does the same error appear in both Word and Excel, or only when activating Word? Could you please check whether your Microsoft 365 subscription is still active by following these steps?

    1. Open Safari or any web browser on your Mac.
    2. Visit https://account.microsoft.com/services
    3. Sign in using the Microsoft account associated with your Microsoft 365 subscription.
    4. Once signed in, look for Microsoft 365 under your subscriptions and check whether it shows as active or expired.

    Please let me know what appears on that page. If possible, share a screenshot, but make sure to hide any personal or payment information.

    Please note that Microsoft 365 services may currently be experiencing disruptions that could affect sign-in or activation. You can check the latest service status here: https://status.cloud.microsoft/m365/

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    1 person found this answer helpful.

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