Number not included in subscription

Question

Number not included in subscription

David van Tonder 0

why do I get "the number isn't included in your current subscription" Why and hope do i fix it

6 answers

Your answer

Answer 1

Dear David van Tonder
Thank you for reaching out to the Microsoft Q&A forum.
Based on the information provided, and to assist you more effectively, please follow these steps to confirm your current license type:

Open any Microsoft Office application (Word, Excel, etc.).
Click on Account in the menu.
Locate the section labeled Subscription Product and review the details.

User's image

Are you currently using a business account or a Personal account? If possible, please share any additional screenshots or error messages.

This information will help me determine the most appropriate next steps and provide you with accurate guidance.

I look forward to your response. Please feel free to share any additional details or questions, I’m here and happy to assist further.

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.

Answer 2

Stefan Blom 308.2K MVP Volunteer Moderator

Maybe you could upload a screen shot of the exact error message?

Also, which operating system are you running? Which version of Office?

Answer 3

David van Tonder 0

I have MS 365 so get 60min free calls to landlines and cell numbers.

In the past I had no problems with MS Teams, but recently I got the message "The Number isn't included in your Subscription"

Now when I went on to skype that referred me to Teams I got the message "You don't have any active paid products now" see screenshot

2025-08-05

David van Tonder 0 Reputation points

2025-08-05T03:55:57.3033333+00:00

I use windows 11 and it is my personal account
Tammy-Ng 1,970 Reputation points Microsoft External Staff Moderator

2025-08-05T09:21:51.4933333+00:00
Dear David van Tonder
Thank you for your response.
Your answer is very important to me. Based on the information you provided and my own research, Skype has been on a retirement path since May 2025. Microsoft recommends signing in to Teams Free using your Skype credentials, and you can continue to use “Skype minutes” through Teams Free after activation.

The 60 minutes/month benefit is expected to remain available until March 2026 during this transition period. After that, this benefit will be removed from Microsoft 365 Personal/Family.

You can try the following steps:

Verify and activate your benefit

Sign in with the correct Microsoft Account (MSA) that has an active Microsoft 365 Personal/Family subscription.

Activate the benefit at: https://secure.skype.com/en/office/get-skype/ (click Activate my 60min/month for free now).

After activation, you can make calls via:

Skype Dial Pad on the web or app, or

Teams Free by signing in with your Skype credentials (as per Microsoft’s Skype retirement guidance).

You can also refer to this article for more details: How do I activate my Microsoft 365 Skype minutes?

I hope this information is helpful to you. If you need any additional details or have further questions, please feel free to share, I’m always ready to assist you

If my initial answer has been even partially helpful, please consider marking it as “Accepted Answer” so others facing similar issues can find it more easily.
Tammy-Ng 1,970 Reputation points Microsoft External Staff Moderator

2025-08-05T09:59:28.6366667+00:00
Dear David van Tonder

Thank you for sharing the details of your experience. I understand that you’re encountering difficulties with your Skype minutes, and I’m truly sorry for the inconvenience this has caused.

Your feedback is extremely valuable to us. Accessibility and user experience remain top priorities, and insights like yours help us improve our services for everyone.

We strongly encourage you to share your feedback through the following channels:

Help > Feedback in the Outlook or Teams app

Microsoft Feedback Portal: Microsoft Q&A Feedback | Microsoft Learn

Thank you again for taking the time to help us enhance the experience for all users. If you have any additional questions or need further guidance, please let us know, we’re here to assist.

Answer 4

David van Tonder 0

User's image

[Moderator note: added screen shot directly to reply (removed personal info)]

Stefan Blom 308.2K Reputation points MVP Volunteer Moderator

2025-08-05T08:35:13.15+00:00

Thanks for the screen shot. The "number isn't included" error appears to be related to Skype.

Answer 5

David van Tonder 0

I have done all you said and still has the problem.

It will some numbers through and the next number I will get that message. The problem is with Skype but not sure how I can address it there.

Where can I complain on Skype?

Tammy-Ng 1,970 Reputation points Microsoft External Staff Moderator

2025-08-06T13:44:53.1466667+00:00

Dear David van Tonder

I hope this message finds you well. I am writing to follow up regarding the issue you reported. Could you kindly confirm whether the matter has been resolved?

If you have encountered any new developments or require further assistance, please do not hesitate to share the details. We remain fully committed to supporting you and ensuring a satisfactory resolution.

Thank you for your time and cooperation. I look forward to your response.

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Number not included in subscription

6 answers

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