Office 365 licence problems

[oldaudi]

Afternoon,
This is slightly embarrassing because I’ve worked in IT for 30 years and spend most of my day with AWS and Azure but this has me stuck and I need some help please.

I bought an Office 365 licence for a single user/single machine in January. We used this on a Mac Book Air but only just noticed my daughter never actually managed to download full versions of office apps and had been using them in a web browser…. But left her too it.

I now have a new HP zbook for her, windows 10. I login to office 365 using her account and again can view her office documents online. Using edge is rubbish and I want to be able to install the full fat versions of office locally.

Why won’t Microsoft recognise that I have a licence or let me download office. Everything I click on wants me to sign up again or enter a product key. Even though we are logged in using the account we registered with the original purchase through the apple store.

If she opens the purchases and subscriptions on her iPad I can see my office purchase for £70 and we have an email acknowledging the purchase. There are no licence or product keys in the email.

Any ideas please? Thank you

Edited by oldaudi on Monday 24th April 17:24

[mmm-five]

Just checking that you actually bought the subscription-based Office 365 Personal (if that's what it's called on the App Store), and not the one-off payment Office Home & Student 2021?

I just downloaded mine from the Microsoft website (years ago), and as I keep buying discounted subscription codes from Amazon each year I simply redeem them on the Microsoft site directly.

You may have to go to your Microsoft account and cancel the other installation/machine before you can re-install it?

ETA: just seen the App Store just lists it as Microsoft 365

Edited by mmm-five on Monday 24th April 17:30

[oldaudi]

Hello, it’s says Microsoft Office 365 personal in the apple purchases app….

There is a possibility I don’t have the right licence?

[Harpoon]

If you login to https://account.microsoft.com, go to "My Microsoft Account" if needed and the top box should let you View All Subscriptions.

From that page I can see I have Office 365 Family until 2025, with a link just below to install premium Office apps. What do you have on those screens?

You might be stuck in the mess that is "business" and "personal" Office 365 accounts. When logging into Microsoft, do you have to chose between work / school or personal account?

[biggiles]

oldaudi said:

Afternoon,
This is slightly embarrassing because I’ve worked in IT for 30 years and spend most of my day with AWS and Azure but this has me stuck and I need some help please.

You're not alone! Early user of AWS, and pre-AWS shell accounts, manage some Azure/Exchange setups... can I consistently get domestic Office licences to work as expected at home... never first time.

[colin79666]

Hang on. Was this purchased through the Apple App Store as an in app purchase subscription and not just downloaded through the App Store on the Mac? If the former I suspect it is tied to the Apple account and not transferable.

[JohnnyUK]

Harpoon said:

If you login to https://account.microsoft.com, go to "My Microsoft Account" if needed and the top box should let you View All Subscriptions.

From that page I can see I have Office 365 Family until 2025, with a link just below to install premium Office apps. What do you have on those screens?

You might be stuck in the mess that is "business" and "personal" Office 365 accounts. When logging into Microsoft, do you have to chose between work / school or personal account?

This

ETA: MS seems to be pushing us away from full fat clients into a browser based platform such as Google Workspace.....the "New Office 365".....

Working for a company that's JUST moved from Office to Google, I fking hate it....

Edited by JohnnyUK on Monday 24th April 20:31

[oldaudi]

Thanks for all of your suggestions. I’ve stopped working on it and my daughter is chatting to Microsoft Chat for some help and we have a case number! We’ve sent a screen shot of the subscription details from her iPhone showing we have a full subscription until 2024.

We’ve had an argument about it which was inevitable. As mentioned above regarding the Apple ID. I thought it may be registered with her apple iCloud account but her account is her same gmail address that’s she registered against the office 365 account.

She swears she has one email address and we’ve clearly got in a right pickle with this. Microsoft chat service ( a real person) said there is no email address registered with them with the address we believe we should be using. I’m wondering is there is some sort of proxy account, for example I subscribe to Tidal through my iPad and the address registered with them appears to be some random generated account rather than my actual email address @privaterelay.iCloud.com is the domain

When she logs in it seems to toggle between her name and Guest User in the account icon top right. She has no subscriptions at all in her account settings.

We’ve still got the email receipt for the payment. Aaarghh! Never mind, got a zscaler deployment to look at tomorrow at work across 20k clients, I suspect that’ll go better than this.

Edited by oldaudi on Monday 24th April 21:17

[paulrockliffe]

JohnnyUK said:

Working for a company that's JUST moved from Office to Google, I fking hate it....

I would leave if my employer did that to me, it's got to be an abuse of your Human Rights to do that to a person.

[snuffy]

If I log in to my Office account I can only see my documents, I can't download Office.

But if I log in to my Microsoft account, then it shows me my Office 365 subscription and that allows me to download it.