Office 365 renewal paid, but still shows as expired

Murray Nelson 0 Reputation points
2026-10-06T19:59:09.8566667+00:00

I paid for renewal of Office 365 on September 23, 2026 My Microsoft account shows payment has been made, but the subscription has still expired. Here is a copy of the payments made entry: charge Sep 23, 2026 143.64 USD Visa logo **4325 Approved Visa Order descriptionMicrosoft 365 Family I do not want to re-subscribe and make a double payment.

The problem began because Microsoft also billed Apple on October 2nd, for the same renewal. We cancelled that payment, but apparently Microsoft interpreted it as cancellation of our subscription despite the September 23rd valid renewal.

Microsoft 365 and Office | Subscription, account, billing | For home | iOS
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EmilyS726 271K Reputation points Independent Advisor
2026-10-06T20:56:23.1633333+00:00

Ok, I think it is a bit more clear now that you added more information.

You do indeed have two subscriptions. One you pay Microsoft directly, the other you pay Apple and Apple is the reseller.

If you want to use the one you bought from Microsoft, you install it from MIcrosoft.

If you want to use the subscription you bought from Apple, you install from Apple's App store. So it is possible this whole time you might be using the one you bought from Apple, and since Apple canceled their subscription on their end, your apps now stop working.

Do this.

Uninstall your Office Apps.

Please use the instruction here: https://support.microsoft.com/office/how-to-remove-office-license-files-on-a-mac-b032c0f6-a431-4dad-83a9-6b727c03b193 Download and run the license removal tool to clear any expired license.

Then reinstall from MIcrosoft. Go into your account https://account.live.com > Subscriptions, find the Msft 365 and use the Install option to download the installer, and run it to install it.

Once installed, just sign into your Microsoft account to use them.

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  1. Murray Nelson 0 Reputation points
    2026-10-06T20:49:44.2+00:00

    Hi Emily - thanks for your response.

    I paid the subscription renewal on 9/23 directly to Microsoft. This is what shows on my Microsoft payments page: "charge Sep 23, 2026 143.64 USD Visa logo **4325 Approved Visa Order descriptionMicrosoft 365 Family"

    Why Apple was billed for renewal on 10/2, I have no idea. On my Microsoft account, Apple is not listed as an option for payment. We contacted Apple and asked that the charge be deleted as a double payment. They said they would do so. If they deleted the payment, possibly Microsoft interpreted this as cancellation of the renewal. However, on my Microsoft Payments and Subscriptions page, in one box is says my 365 subscription has expired, and in another box it shows the renewal payment as "accepted".

    The chat line help says that if all else fails, to re subscribe to 365. But then I have a double payment, and no way to recover the one made on the 23rd. I do not want to play that game when the account shows as being paid.

    Very Frustrating!

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  2. EmilyS726 271K Reputation points Independent Advisor
    2026-10-06T20:34:39.5066667+00:00

    Murray,

    Do you have a subscription with Apple, and another one with Microsoft directly?

    The one on the 23rd, did you pay it via Apple, or directly with Microsoft? If you go to your Microsoft account https://account.live.com > Subscriptions, do you see it listed there?

    What do you mean by Microsoft billed Apple? You said you canceled that payment, who did you cancel it with, Microsoft, or Apple?

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