Family member cab't log on in

Hi, Diane Babayco

This usually means the family invite was accepted, but the apps on his device are still reading the old Personal license, so they keep showing the cancelled message instead of picking up the shared Family benefit.

Here are some suggestions you can try:

Have him sign in to account.microsoft.com/services with his own Microsoft account and look for the shared Microsoft 365 benefit there. If it appears, use Start using Microsoft 365 apps or Install from that page, not an old installer or old app shortcut.

It is recommended that he sign out of all Office apps on that device, close them, then sign back in so Office refreshes the license.

If it still says cancelled, it is recommended that he clear the old saved Office/Microsoft credentials on the PC, then restart and try again. On Windows this is usually done through Credential Manager.

If his old Personal plan still shows as active or pending on his Services page, wait until it fully ends, or use Microsoft Support for direct assistance.

Thank you for your patience in reading, I hope this information has been helpful to you. 

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