Not recognizing my new MS 365 Office account

Hi Anthony Pensule

Welcome to Microsoft Q&A Forum. Thank you for reaching out and sharing your concern. 

I completely understand it sounds frustrating to purchase for Microsoft 365 and then not have your account recognized properly. To begin, please confirm that your Microsoft 365 subscription is active and correctly linked to your account: 

• For personal account (e.g., Hotmail, Gmail): Microsoft account
• For work/school account: My account

Make sure you see the subscription listed there. If not, you may have signed in with the wrong account. 

• Sign in https://www.office.com to test your license with Office online > Try opening Word or Excel in the browser. If the applications load and function as expected, your Microsoft 365 license is active and recognized. 
• If you're able to open any Office app (such as Word or Excel), try signing out of your account and then closing the app completely. After that, reopen the app and sign back in using the same account associated with your subscription. 
• If activation warnings appear when you attempt to use the Office apps, please provide specific details or a screenshot of exact error messages. 

I'm looking forward to seeing your response soon.

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.

Please CANCEL my subscription immediately for a full refund. This subscription isn't working out for me. Order Number: **** |Your purchase of Microsoft 365 Personal has been processed Thanks for subscribing to Microsoft 365 Personal. We’re happy you’re here. We've charged USD 106.99 to Visa *******. For a complete breakdown of charges, see your order details. Starting Thursday, July 2, 2026, your payment of USD 99.99 plus applicable taxes will be charged to Visa ******* automatically every 1 year.|

|Subscription Information Subscription: Microsoft 365 Personal Order Number: ******** Plan Price: USD 99.99 plus applicable taxes/1 year Renewal Date: July 2, 2026|

Hi Anthony Pensule

Thank you for reaching out and sharing that the subscription didn’t meet your expectations.

Please understand that our forum is a public platform, and I will modify your question/context/image to cover your data in the description. Please notice to hide these personal or organization information next time you post error or some information to protect personal data.

In this community, access to billing or subscription information is not authorized for moderators due to privacy reasons.

• To cancel your Microsoft 365 Personal subscription and request a refund, please follow the steps outlined in this official Microsoft guide: Cancel your Microsoft subscription

Please note: Refunds are typically only available if you cancel shortly after purchase or renewal (usually within 30 days).

Alternatively, you may also visit Microsoft account, sign in with your Microsoft account, and manage the subscription directly from there.

If you encounter any issues or the refund option doesn’t appear, I recommend contacting Microsoft Support directly at Contact Us for further assistance.

I truly appreciate your patience and understanding. Hope the details provided will assist you effectively.

I’d be grateful if you could mark my answer as Accepted. It helps other affected users find this thread more easily and acknowledges the support you received.