Microsoft 365

Hello Kim Strong**,**

Welcome to Microsoft Q&A!

Thank you for your post. I understand that you are having issue with Microsoft subscription. I truly understand how you feel. Let me assist you go through this situation.

With this situation, it could happen because:

• Sometimes the Office apps on your Mac lose their activation token after an update, OS upgrade, or if you’ve signed in with a different account.
• If you have multiple Microsoft accounts (personal + work/school), the apps might be signed in with the wrong one.
• Cached credentials or corrupted license files can also cause this.

1: Sign out, clear credentials, and sign back in

This resolves most cases where the apps are signed in with the wrong account or have stale tokens.

• Open Word or Excel → go to Word > Sign Out.
• Quit all Office apps.
• Open Keychain Access → search for Office, Microsoft, or ADAL → delete those entries.
• Open Word or Excel again → sign in with the email that shows your active subscription at account.microsoft.com/services.

2. Remove corrupted license files

If the license file on your Mac is corrupted, Office won’t recognize your subscription even if your account is correct.

• Quit all Office apps.
• In Finder, press Shift+Cmd+G and go to:

~/Library/Group Containers/UBF8T346G9.Office

• Delete the Office folder.
• Open Word or Excel → sign in again.

3. Reinstall Office

If the above don’t work, a clean reinstall ensures you’re running the latest version and clears all bad data.

• Download the latest Office installer from https://www.microsoft365.com.
• Uninstall Office by moving the apps to Trash and deleting the same UBF8T346G9.Office folder.
• Reinstall and sign in with your active account.

Disclaimer: Please back up all your personal files first, such as Favorites, to ensure you do not lose data.

If it's not working, please contact Microsoft support. Please understand for me that I would like to help you. But this community is a user-to-user forum, and I don't have access to the user's data and I'm not authorized to do so. I suggest you contact the Microsoft Customer Service team directly for the best assistance.

To contact Microsoft Support:

1. Visit this site: Contact – Microsoft Support
2. Type Contact in the search box.
3. Now, click on Get Help and select Contact Supportor enter below to contact support.
4. Go to the Products & Services tab and choose the Microsoft 365 & Office category.
5. On the Category tab, choose Manage my subscription.
6. Go to Confirm.
7. You can now choose the Chat with a support agent option in your web browser.

The following images indicate in detail the steps to contact them:

Please note that the chat support team only works during certain working hours. Therefore, if the last window indicates that you are unavailable, try opening it again the next day. If you prefer phone support, you can leave a phone number. That way, they can call you and help you.

To refund and check for refund eligible you can refer to this website, follow the steps instruction:

https://support.microsoft.com/en-us/account-billing/how-to-get-a-refund-on-a-microsoft-subscription-67dca30b-b323-44d5-acc2-e02f9902c472

I hope this helps in your situation. Feel free to let me know if you have another update.

Sincerely,

Katerina- MSFT | Microsoft Q&A Support Specialist

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Hello Kim Strong,

Thank you for your post.

I haven't received any further update from you yet. If there is anything more that I could do for you or if anything is unclear that I can assist you with. Please do not hesitate to let me know.

Best Regards,

Katerina- MSFT | Microsoft Q&A Support Specialist