From my MS subscription page it is not downloading the correct version of MS Office 2021. It only downloads Office 365 and wants me to pay for it

Kip Kelly 0 Reputation points
2026-10-23T19:59:13.6133333+00:00

I purchased a perpetual MS Office 2021 for Mac license and just today my apps stopped working and prompted me to activate (and pay for) MS Office 365. I followed the instructions to delete licenses using your tool and then removed the apps from my computer. I went to my MS account online and selected my MS Office 2021 app then downloaded the files. Or so I thought. Upon installing the files they still came up as MS Office 365 applications which want me to pay for them. Then I looked more closely at the install package and noticed that the name of the install package is Microsoft 365 Office???

What is going on here? I need these applications to be functioning as I purchased them.

Thank you

Microsoft 365 and Office | Install, redeem, activate | Other | MacOS
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  1. EmilyS_726 31,430 Reputation points Volunteer Moderator
    2026-10-23T20:34:45.5933333+00:00

    Please uninstall your Office apps.

    Then install this slightly older version 16.114: https://res.public.onecdn.static.microsoft/mro1cdnstorage/C1297A47-86C4-4C1F-97FA-950631F94777/MacAutoupdate/Microsoft_365_and_Office_16.114.26101123_BusinessPro_Installer.pkg?atp=ets

    After that, open any Office app, such as Word or Excel. From the top menu, select Help > Check for Updates. When Microsoft AutoUpdate opens, uncheck Automatically keep Microsoft apps up to date, then confirm by clicking Turn Off.

    That should work.

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  2. AI answer

    2026-10-23T19:59:33.98+00:00

    This usually happens when the Mac is using the wrong Office build or stale license data, not because the perpetual Office 2021 license was converted into Microsoft 365.

    A supported recovery path is:

    1. Confirm the purchase is associated with the correct account
      • If the Office 2021 purchase was redeemed to a Microsoft account, sign in to that same account and verify the one-time purchase appears under Services and Subscriptions.
      • For one-time purchases bought at retail or online, the product key must be redeemed once at https://office.com/setup so the product is linked to the account.
    2. Remove the current Office apps from the Mac
      • Close Word, Excel, PowerPoint, and Outlook.
      • In Finder > Applications, locate the Office apps, control-click each one, and choose Move to Trash.
    3. Reinstall Office directly from Microsoft, not from the Mac App Store
      • The Mac App Store build is a known source of activation issues for perpetual licenses.
      • Microsoft provides direct installers for perpetual Mac releases. Install the Office 2021 for Mac package from Microsoft and complete setup.
      • The installer package name can still reference Microsoft 365 branding. That does not by itself mean the install requires a subscription. Activation determines whether the apps run under a Microsoft 365 subscription or a perpetual Office 2021 license.
    4. Activate with the perpetual license
      • After installation, open an Office app and sign in with the Microsoft account associated with the Office 2021 purchase if prompted.
      • If the license is recognized, the apps should activate and allow editing and saving again.
    5. If the problem continues, clear license data again and reactivate
      • Microsoft’s Mac license removal tool removes all Microsoft 365 for Mac licenses from the device.
      • Important: have the correct account credentials ready before doing this, because reactivation is required afterward.
    6. Check which license the app is using
      • On Mac, open an Office app and go to <App Name> in the menu bar > About to verify which version/license is being used.

    If the apps still open in reduced functionality after reinstalling directly from Microsoft, the most likely remaining causes in the available guidance are:

    • the wrong Microsoft account is being used for activation, or
    • the Mac is still holding incorrect license data and needs the license removal tool followed by reactivation.
    AI-generated content may be incorrect. Read our transparency notes for more information.

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