Family subscription link wont work. How do I fix it?

Question

Family subscription link wont work. How do I fix it?

Keith OToole 0

I had a personal subscription which lapsed. We have a family subscription which I tried to link my account to but I get a message that the link does not work - despite repeating a number of times.

Keith OToole 0 Reputation points

2026-11-11T10:17:08.9533333+00:00

AI bot replied:

Ask the Microsoft 365 Family subscription owner to cancel or disregard the existing invitation and send a new one from the subscription’s Sharing page [---]

We did and checked everything suggested in the answer. It still doesn't work.

1 answer

Your answer

Keith OToole 0 Reputation points

2026-11-11T10:17:08.9533333+00:00

AI bot replied:

Ask the Microsoft 365 Family subscription owner to cancel or disregard the existing invitation and send a new one from the subscription’s Sharing page [---]

We did and checked everything suggested in the answer. It still doesn't work.

Answer 1

SD - IA 183.1K Independent Advisor

Hi,

Any error code or message?

Do you know whether the Microsoft account was previously part of another family group?

Troubleshoot sharing a Microsoft 365 subscription

https://support.microsoft.com/en-us/accounts-billing/subscriptions/troubleshoot-sharing-a-microsoft-365-subscription

Open Manage how you sign in to Microsoft.
Sign in using your existing Microsoft account.
Select Add email under Account aliases.
Choose either:
- Create a new email address and add it as an alias – Create a new Outlook.com email address.
Enter the email address and select Add alias.
Complete the verification process if prompted.

Invite that alias and let me know.

I look forward to hearing from you to get the results of the troubleshooting.

Keith OToole 0 Reputation points

2026-11-12T14:28:23.8533333+00:00

Hi, I eventually sorted the sharing connection by removing and then readding in the subscription owners account. This now shows in my subscriptions and invites me to "install" office 365. I have done so and the machine says it is done BUT my account still ask me to renew and I have limited functionality on all of the apps. Can you help please?
SD - IA 183.1K Reputation points Independent Advisor

2026-11-12T15:56:41.8466667+00:00
Hi, thanks.

Follow these multi step guides:

#1:

Go to File, choosing Account, clicking Sign out of all accounts, and then Sign back in with the exact Microsoft account linked to the active family subscription.

#2:

Open the Windows Start Menu, type Credential Manager, and open the desktop application.

Select Windows Credentials to view your stored credentials.

Look for any entries starting with MicrosoftOffice16_Data:ADAL or containing Office16 or MicrosoftOffice in their names.

Click on each relevant Office token entry to expand it and select Remove, then confirm the deletion when prompted.

Restart your computer and open any Office application to trigger a fresh prompt for your correct account credentials.

I look forward to hearing from you to get the results of the troubleshooting.