Can't sign in to your Office 365 Pro Account
What to check when the account details aren't accepted or the apps stop working
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Last Update 5 days ago
Check that you're signing in with the account email address exactly as it appears in your delivery email, and with your newest password. Another Microsoft account signed in to the same browser or app can also stop the sign-in. If the account details still aren't accepted, contact us with your order number and the exact message, and never send your password.
Check the account details
- Copy the email address from your delivery email, so no letter is missed. The address can't be changed, so it's always the one in the email.
- Use your newest password. Once you've changed it, the password in the delivery email stops working.
- When you type the password, watch for characters that look alike, such as the letter O and the number 0, or the letter l and the number 1.
Another account is signed in
- In a browser, use a separate browser profile or a private window for the account, as the product page advises.
- In Word on Windows, go to File > Account. If it shows a different account, select Sign out, close all the apps, then open Word and sign in with the account.
- On a Mac, a phone or a tablet, sign out of the other account in the app, then sign in with the account.
A lost password or a locked account
Password recovery isn't available for the account, as the product page explains. If you've lost the password, if Microsoft says the account is locked, or if you set up Microsoft Authenticator and no longer have that phone, contact us with your order number.
The apps say a subscription is missing or they're unlicensed
- Connect the device to the internet and open Word. Microsoft states that the apps stay fully working "As long as the computer can connect to the internet at least once every 30 days".
- Check that File > Account shows the account from your delivery email, and sign in again if it doesn't.
- If Microsoft still reports that a subscription is missing, or the apps only let you view and print, contact us with your order number before you buy another subscription.
Microsoft 365 is a subscription-based service, and access depends on the subscription behind the account staying active, as the product page explains.
What to send us
- Your order number
- The account email address, never the password
- The device and its operating system, such as Windows 11, macOS, iOS or Android
- The exact message, or a screenshot of it
What to include when you contact support shows how to take a screenshot on each device.