disconnected working on case

Start a new Microsoft Support chat through Get Help, explain that the previous session disconnected, and give the agent your existing case number so they can locate the case.

Reconnect with support

1. On your Windows PC, open Start, search for Get Help, and open the app.
2. Enter: Disconnected from Microsoft 365 support case and Office says subscription cancelled.
3. Select Contact Support when offered.
4. Choose Microsoft 365 and Office, then the subscription or activation category.
5. Select Confirm, followed by Chat with a support agent in your web browser or the callback option.
6. Give the new agent your case number and the email address associated with the case. Contact methods vary by operating hours, product, and subscription. ^1^

If Get Help does not offer contact options, use Microsoft’s customer-support page, select the personal-account/technical-support path, and describe the same issue. Microsoft may provide self-help or connect you to chat. ^2^

Check why Office reports “cancelled”

While waiting for support:

1. Close Word, Excel, Outlook, and the other Office apps.
2. Open the Services & subscriptions page from the activation article below.
3. Sign in with the personal Microsoft account that purchased or redeemed Microsoft 365.
4. Look under Subscriptions and Cancelled subscriptions:
   • If it is expired or cancelled, renew it if that was not intentional.
   • If it is active, reopen an Office app and sign in with that same account.
5. If the subscription is active but Office remains unlicensed, run the Microsoft 365 activation troubleshooter from the same article. It must run on the affected PC and requires Windows 10 or later. ^3^

If the exact message is Product deactivated, select Sign in inside the Office app and use the Microsoft account holding the subscription. If it says Subscription expired, use Reactivate; if it says Couldn’t Verify Subscription, connect to the internet and select Retry. [^4^](https://support.microsoft.com/accounts-billing/subscriptions/[Subscription ID] "A subscription notice appears when I open a Microsoft 365 application | Microsoft Support")

Do not post your case number, email address, payment details, or product key in this public forum.

References

1. Get Help for Microsoft personal account users | Microsoft Support
2. Contact Microsoft customer support | Microsoft Support
3. Unlicensed Product and activation errors in Office | Microsoft Support
4. [A subscription notice appears when I open a Microsoft 365 application | Microsoft Support](https://support.microsoft.com/accounts-billing/subscriptions/[Subscription ID])