Could not match your purchase.

Question

Could not match your purchase.

Mariia Tubalova 0

I purchased a 1-year Microsoft 365 subscription through the App Store. However, I cannot use the service:

When trying to open Word, I get this error: “Could not match your purchase. You made a purchase, but it could not be matched to your Microsoft account.”

When I try to restore the purchase on my phone, I get: “No items to restore. It seems you have no subscription to restore.”

But in my App Store subscriptions, it shows as active.

So the payment was processed, but the service was not provided. The product is inaccessible and cannot be used.

I request a refund, as the service was not delivered. This is not a change-of-mind situation — I simply did not receive access to what I paid for.

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Ответы: 2

Ваш ответ

Answer 1

JANSHER LIWAG 8,955 Независимый помощник

Hi Mariia,

Thank you for posting, I am here to help you. Possible reason you are getting this error is due to issue on your account you are currently logged into. It is also caused by an account, payment, or activation issue.

Since you mentioned that you already checked your subscription and active we will try the next step to fix this problem.

To fix this follow this steps:

Open any Microsoft 365 app again then Sign Out from the Word app and Quit all Office app.

Restart your device, After restart open any Microsoft 365 app again and try to sign in and check if you will get the same error.

May i know if you are using Windows or MAC.

Let me know how this goes. Looking forward to helping you out.  If you need more help please feel free to let me know. If the answer is helpful, please click "Accept Answer".

Best regards,

Jansher

Mariia Tubalova 0 Баллы репутации

2025-11-04T16:00:29.95+00:00

I've already done this on my Mac and my phone. I also deleted apps and reinstalled them.
Mariia Tubalova 0 Баллы репутации

2025-11-04T18:02:44.85+00:00

Hi Jansher, Thank you for your reply.

I am using a Mac. I followed these steps both on my Mac and on my iPhone (signed out of the apps, closed them, restarted the devices, and signed in again). Unfortunately, the error is still the same.

When I open Word, I get the message: “Could not match your purchase. You made a purchase, but it could not be matched to your Microsoft account.”

When I try to restore the purchase on my phone, it says: “No items to restore. It seems you have no subscription to restore.”

However, the subscription is still shown as active in my App Store purchase history.

What should I do next?

Thank you!
Mariia Tubalova 0 Баллы репутации

2025-11-04T18:12:46.2266667+00:00

Answer 2

Hello, I would like to clarify the situation regarding my account and subscription.

It appears that my email address (****@icloud.com)** exists in Microsoft systems as two different account types:

Personal Microsoft account

Work/School account

I did not create a work/school account, nor was I informed that one existed. I have access only to my personal Microsoft account via account.microsoft.com. However, Microsoft 365 apps (such as Word) attempt to sign me in as a work/school account, which I cannot access at all.

This prevents Microsoft Word from activating my Microsoft 365 subscription, which I purchased through the App Store. As a result, I receive errors such as:

“Could not match your purchase” and “No items to restore”

Microsoft’s website also does not recognize any subscription under my personal account.

Because this unidentified work/school account appears to be interfering with sign-in and subscription activation, I would like to request the following:

✅ Please verify whether a work/school account exists for my email and remove / disable it if possible, since I never created or used it. It appears to be incorrectly registered or automatically generated without my knowledge.

My goal is to use Microsoft 365 with my personal Microsoft account, but currently this is not possible due to this conflict.

I can provide screenshots of the errors if needed.

Thank you in advance for your assistance.

Kind regards, Mariia