Subscription for Office 365 paid but can not log in

Marcus Keyworth 0 Reputation points
2026-11-09T16:34:05.3466667+00:00

I paid for Office 365 on a recurring payment on 21 September and can not sign in .

Using online help it says that there isn't a problem.

I am going round in circles and very annoyed.

This happened after buying a new iMac .

I had this problem about five years ago and was able to speak with a human who was able to resolve this but unable to find a contact number.

I am so frustrated at the lack of support.

Microsoft 365 and Office | Install, redeem, activate | Other | MacOS
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  1. Norah-L 13,605 Reputation points Microsoft External Staff Moderator
    2026-11-12T08:22:36.48+00:00

    Hello Marcus Keyworth,

    This might be caused by an outdated Office version, corrupted files transferred from the old Mac or saved sign-in information preventing activation.

    First, update macOS under System Settings > General > Software Update. Then open an Office app and select Help > Check for Updates > Update All.

    If the problem continues, completely uninstall Office, restart the iMac, then reinstall it from your Microsoft account under Services & subscriptions. After installation, open an Office app and allow Microsoft AutoUpdate to install all available updates.

    You can also start the Mac in Safe Mode, open Office once, then restart normally. This also worked for some users after a macOS upgrade.

    Disclaimer: While this is not a Microsoft website, it is the official site of Apple.

    You can also create a temporary new macOS user account and test Office there. Go to System Settings > Users & Groups > Add User, sign in to the new profile, open Word, and try activating Office.

    If the issue continues, please let me know your current macOS and Word versions, and whether the sign-in window displays an error or remains stuck loading.

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  2. AI answer

    2026-11-09T16:34:59.0633333+00:00

    Use the email address shown on the Microsoft 365 payment receipt to identify the account that owns the subscription, then sign in to the Services page with that exact account before troubleshooting the new iMac.

    1. Identify the account that received the payment

    1. Search every email account you use for the Microsoft 365 renewal receipt dated 21 September.
    2. Note the email address associated with that receipt. It may differ from the address currently being entered.
    3. Open https://account.microsoft.com/services and sign in with that address.
    4. Select Install Microsoft 365 or Office. The paid licence should appear on the resulting page. Merely seeing free web apps does not confirm that the account owns a subscription.^1^

    If the username or password is not accepted, use Microsoft’s account-recovery options for a forgotten username, password reset, multiple accounts, or switching accounts.[^2^](https://support.microsoft.com/accounts-billing/subscriptions/[Subscription ID] "Microsoft 365 for home")

    2. If the subscription appears online but Office fails on the iMac

    This means account access and Mac activation are separate issues. On the iMac:

    1. Quit Word, Excel, Outlook, PowerPoint, and OneNote.
    2. Download Microsoft’s Office licence removal tool.
    3. Open the downloaded .pkg file and select Continue.
    4. Select Install and enter the Mac administrator password if requested.
    5. When it finishes, open Word or Excel.
    6. Sign in with the email address that showed the active subscription in step 1.
    7. Restart the iMac after activation.

    The tool removes all existing Office licences from the Mac, so have the correct subscription email address and password available first.^3^

    3. If Apple or another retailer collected the payment

    Check the receipt to see who charged you.

    • Apple/App Store purchase: verify that the subscription is active under the Apple ID used for the purchase, then use Restore Previous Purchase in Office. An Apple subscription can already be associated with a different Microsoft account.^4^
    • Another retailer: contact that retailer about billing, refunds, or subscription management because Microsoft does not receive that payment directly.^5^

    4. Reach a Microsoft support agent

    Since the automated online check has already reported no problem, proceed to assisted support rather than running it again:

    1. Open Microsoft’s support page.
    2. Under Microsoft technical support, select Get help.
    3. Enter: “Paid Microsoft 365 subscription not accessible after moving to a new iMac.”
    4. Select Contact Support when offered.
    5. Choose Microsoft 365 and Office → Account and billing or Activation, then select an available chat or telephone option.

    Microsoft states that the available route can include chat, while telephone availability and numbers depend on country or region.^6^

    Have the payment date, receipt/order number, charged amount, and possible account email addresses ready. Do not post those details publicly.

    References

    1. Activation
    2. [Microsoft 365 for home](https://support.microsoft.com/accounts-billing/subscriptions/[Subscription ID])
    3. How to remove Office license files on a Mac
    4. Office for Mac payment error code1007
    5. Microsoft office subscription missing from my account - Microsoft Q&A
    6. Contact Microsoft customer support | Microsoft Support
    AI-generated content may be incorrect. Read our transparency notes for more information.

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