Can't log in

Kimberly Lee 0 Reputation points
2026-10-20T18:51:03.8466667+00:00

After installing my renewed Microsoft 365 subscription I can't log on to Microsoft Word App.

Microsoft 365 and Office | Word | For home | MacOS

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  1. John Jefferson Doyon 90,040 Reputation points Independent Advisor
    2026-10-20T19:56:02.1433333+00:00

    Thank you for letting me know.

    The AADSTS165002 error points to an authentication problem involving missing or invalid sign-in session information. It does not necessarily mean there is a conflict between your personal and work or school accounts.

    Since this is a new Mac and you cannot sign in to any of the Office apps, I recommend first confirming that your renewed subscription is active at https://account.microsoft.com/services

    If the subscription is active, I’d suggest is to uninstall any existing Office apps on your Mac to avoid license conflict:

    Then, to reinstall Microsoft Office:

    • Go to https://account.microsoft.com/services
    • Sign in using the same Microsoft account linked to your license.
    • Find your Microsoft 365 Subscription and click the "Install".
    • That will download the installer for the Office apps, just run it and follow the steps.

    If anything’s unclear or the "Install" option 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! Let me know if you have any further questions or concerns.

    Thanks!

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  2. AI answer

    2026-10-20T18:51:22.33+00:00

    Try this in order:

    1. Confirm the subscription is active
      • Go to Services & subscriptions: https://account.microsoft.com/services
      • Sign in with the Microsoft account that was used for the renewed Microsoft 365 subscription.
      • Verify that the Microsoft 365 subscription is listed as active.
    2. Make sure Word is using the same account
      • In Word, sign out if it is signed in with a different account.
      • Sign in again with the Microsoft account associated with the subscription.
      • On Mac, if activation says no subscription is associated with the account, sign out and choose "Sign in with another account" if needed.
    3. Check whether the license appears on the account
      • While signed in at https://account.microsoft.com/services, select Install Microsoft 365 or Office.
      • If a Microsoft 365 or Office license appears on the next page, that is the correct account to use in Word.
    4. If this is a work or school account
      • The license may not have been assigned yet. Contact the organization’s Microsoft 365 administrator or tech support.
    5. If Word still will not sign in after renewal
      • Close Office apps.
      • Reinstall Microsoft 365 from the account that has the active subscription:
    6. If the problem is the password or account sign-in itself
      • Use the Microsoft sign-in helper flow from the Microsoft account sign-in support page.
      • If the password is for a work, school, or Entra ID account, contact the IT admin or use the work or school password reset option.

    If the renewed subscription is active on the account page but Word still opens as expired, reinstalling Microsoft 365 is the supported next step to refresh the license.

    References:

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

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