I CANNOT ENTER MY ACCOUNT IN MY WORDS BECAUSE I KEEP RECEIVING THIS

Hi, SUHAIZAM

Welcome to Microsoft Q&A forum.

Sorry for this unwanted experience with your account. Here are some explanations and possible solutions for your situation:

What might be the issue?

The screenshots show two issues:

“Unable to associate your purchase”

This means Word cannot link the license to your Microsoft account. It usually happens if:

• The product key was redeemed under a different account.
• You’re signed in with the wrong account.

“We couldn’t find an account with that email”

This indicates the email you entered is not recognized as a Microsoft account.

What you can do:

Step 1: Verify the correct account

• Go to https://account.microsoft.com in a browser.
• Try signing in with any email you might have used when redeeming the Office key.
• If you can’t sign in, use Forgot password or Look up your username.

Step 2: Check if the key was redeemed

• If you still have the product key, visit https://setup.office.com and sign in with the account you believe was used.
• If the key shows as redeemed, that account is the one tied to your license.

Step 3: If you can’t find the account

• You may have accidentally used a different email or created a new Microsoft account during setup.
• If you’re sure the key was never redeemed, you can redeem it now with your current Microsoft account.

Step 4: Remove cached sign-in

• Close Word, then go to System Preferences > Internet Accounts (on Mac) and remove any old Microsoft account entries.
• Restart Word and sign in again with the correct account.

Hope this helps. Feel free to get back if you need further assistance.

If the answer is helpful, please click "Accept Answer" and kindly upvote it. If you have extra questions about this answer, please click "Comment."    

Note: Please follow the steps in our documentation to enable e-mail notifications if you want to receive the related email notification for this thread.

Hi SUHAIZAM

It has been a while and I am writing to see how things are going with this issue.

Have you had a chance to check the replies provided?

Any update would be appreciated.