Microsoft is unable to recognize login associated with newly purchased and installed MS 365 on Mac so can't activate it

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Microsoft is unable to recognize login associated with newly purchased and installed MS 365 on Mac so can't activate it

Jen 20

I purchased Microsoft 365 Personal 32-bit/x64 1YR Subscription Auto-Renewal (formerly Office 365) from Dell online yesterday. I would like to use it for a Mac that was previously used for work, and had MS 365 installed. It still had the work MS 365 icons on it but the apps were disabled. I did remove those apps from the dock, applications and library/containers folders before installing my new subscription. The new subscription installed fine, however when I try to activate it, I get a message after logging into Microsoft that there is no subscription associated with my login info. I tried changing my password because it gives you the option and that didn't work. And when I log into my Microsoft account, there is only one subscription listed, an older subscription that is still active on my PC, but not the subscription purchased yesterday. Both subscriptions are listed on my Dell account, however. I have tried all the suggested troubleshooting procedures, uninstalling, reinstalling the program several times, nothing is working. I would appreciate any advice...Thank you!

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John Jefferson Doyon 90,550 Independent Advisor

Hi, I'm John! I will help you with this.

It sounds like your new Microsoft 365 subscription isn’t activating because there may still be leftover licensing information from the previous work version on your Mac. Simply deleting the apps usually isn’t enough to remove those old license files.

To fix this, try completely removing the old Office licenses and then reinstalling your new Microsoft 365:

If you haven't already, I’d suggest is to uninstall any existing Office apps on your Mac to avoid conflict: https://support.microsoft.com/office/uninstall-office-for-mac-eefa1199-5b58-43af-8a3d-b73dc1a8cae3

Then, to reinstall Microsoft 365:

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

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

I really hope this information is helpful!

Click "Add comment" to let me know.

Regards,

John J.D.

Jen 20 Reputation points

2025-10-21T20:12:35.8233333+00:00

On microsoft, the only subscription available is the older one that I have on my PC. I also tried installing that one on my Mac, and it installed but when I sign into Microsoft to activate, I get a message saying that no subscription is associated with my account, just like it did when I tried activating the newer subscription. And I followed your instructions on uninstalling and re-installing. Nothing is working. Another suggestions? Thanks
John Jefferson Doyon 90,550 Reputation points Independent Advisor

2025-10-21T20:17:57.0466667+00:00
Thank you for trying those steps and letting me know.

I suggest contacting Microsoft Support for further assistance.

Here is the link: https://support.microsoft.com/home/contact

Type this keyword and press Enter: Contact Support.

At the bottom, click "Sign in to contact support" and sign in with your Personal Microsoft account (Not work or school account), or click "Contact Support" if you're already signed in.

In Product and services, select "Windows".

In Category, select "Technical support."

Click "Chat with a support agent in your web browser".

If you ever find yourself stuck in a loop, please use the keywords "Contact Support" or "Live Chat" (without the quotes) and click "Contact Support" at the bottom.

Let me know if you have any further questions or concerns.