my office apps no longer recognize that I have office 365 on my mac

Question

my office apps no longer recognize that I have office 365 on my mac

Kurk Sparks 5

my Office 365 apps no longer let me edit. They keep saying that I don't have Office 365 but I do. It was automatically paid for months ago and it was working just a month or two ago. Now it says that I don't have it? How do I speak with a support person?

Kurk Sparks 5 Reputation points

2026-09-15T16:27:18.6333333+00:00

I went to about Word and it shows my correct email but it says "License: Not activated". Not sure why that would be because it paid the subscription and it was working just fine until it just stopped?

2 answers

Your answer

Kurk Sparks 5 Reputation points

2026-09-15T16:27:18.6333333+00:00

I went to about Word and it shows my correct email but it says "License: Not activated". Not sure why that would be because it paid the subscription and it was working just fine until it just stopped?

Answer 1

Stefan Blom 352.1K MVP Volunteer Moderator

I went to about Word and it shows my correct email but it says "License: Not activated". Not sure why that would be because it paid the subscription and it was working just fine until it just stopped?

@Kurk Sparks

Note that if you are an older version of macOS, you may not be able to run the most updated version of Office. See https://www.brandwares.com/bestpractices/2023/03/most-recent-office-you-can-run-best-practices/ .

For license issues, generally see https://support.microsoft.com/en-us/microsoft-365-activation-licensing/what-to-try-if-you-can-t-install-or-activate-office-for-mac .

Kurk Sparks 5 Reputation points

2026-09-16T15:31:20.9333333+00:00

Mine is 11.7.11 Big Sur

Keep in mind that my Office apps works just fine a couple months ago and I have performed no updates since then?
Stefan Blom 352.1K Reputation points MVP Volunteer Moderator

2026-09-16T16:33:24.6933333+00:00

Mine is 11.7.11 Big Sur

Keep in mind that my Office apps works just fine a couple months ago and I have performed no updates since then?

There was a change with the July updates from Microsoft. Big Sur and older versions are no longer supported. If you can't upgrade macOS, you will have to use other software. One possibility would be to try an open source product such as LibreOffice. Its files have good compatibility with the Microsoft Office counterparts.

Answer 2

DaveM121 932.4K Independent Advisor

There are some ongoing problems with the Office apps on an Apple Mac device at the moment.

At the top left of your Mac desktop, click the Apple icon and select 'About this Mac', what version of MacOS is installed on your computer?

David Baker 0 Reputation points

2026-09-11T16:19:42.4233333+00:00

Same problem. I have this on a Mac running 14.8.9. I also have checked by clicking on the subcription conformation email of 22nd April and that opens my account in Safari ([account.microsoft.com]) but show no subscriptions...
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Stefan Blom 352.1K Reputation points MVP Volunteer Moderator

2026-09-11T17:25:07.0566667+00:00

Same problem. I have this on a Mac running 14.8.9. I also have checked by clicking on the subcription conformation email of 22nd April and that opens my account in Safari ([account.microsoft.com]) but show no subscriptions...

David Baker,

Since you are not seeing a subscription in your account, is it possible that you have a one-time payment license instead (Office 2021, for example)? Do you see any Microsoft Office products listed in your account?
David Baker 0 Reputation points

2026-09-11T18:14:44.46+00:00

No it is an annual subscription renewed in April 26, I have the confirmation email. This version MS 365 Family just stopped working about 3 days ago.
David Baker 0 Reputation points

2026-09-11T18:16:05.79+00:00

In fact I clicked on the confirmation email to see the account details today, which is why I noted it had disappeared. It seems to be a validation issue MS has.
Stefan Blom 352.1K Reputation points MVP Volunteer Moderator

2026-09-11T18:47:09.7666667+00:00

In fact I clicked on the confirmation email to see the account details today, which is why I noted it had disappeared. It seems to be a validation issue MS has.

David,

If you start Word and click Word > About Microsoft Word, which account (e-mail) is listed there? It should be the account which stores your subscription product.

P.S. Since you are not the original poster (thread starter) here, you may want to ask this as a separate question. Use the Ask a question option; see the screen shot below.