Word for iPad won't activate

Anonymous
2014-03-29T03:20:57+00:00

I downloaded Word, Powerpoint and Excel for iPad yesterday and purchased a 365 Home Certificate. I tried to activate Word and am always given the message "Cannot Activate. This account doesn't have a paid Office 365 subscription." Then I tried activating Powerpoint and Excel -- knowing if you activate one, they're all activated -- and those won't activate either.

I have the receipt and Order ID from Apple and their phone support has been great, including today, Saturday. But ultimately, they can't help, because it's up to the developer (Microsoft). Everything is fine on the Apple side.

I have done everything possible, from rebooting, to reinstalling, to resetting my network connections, without success. So I tried to call Microsoft Support (through a link Apple kindly supplied) only to find they don't work on weekends.

I've searched the internet for solutions, but the program is so new that I appear to be the only one so far with a problem -- or maybe no one's buying a 365 Home subscription for the first time.

Any thoughts that don't include all the things I've already done would be appreciated.

Thank you,

Don

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Microsoft 365 and Office | Install, redeem, activate | For home | Windows

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Anonymous
2014-07-08T14:32:22+00:00

Go to settings and look for the app there..  Do u see it?...  If so try doing a Word reset" and then reload or open from AppStore page..  Report back..

This worked for me on my iPad. These are the full steps I used:

  • Open up Settings
  • Scroll all the way to the bottom in the left hand pane, select Word
  • In the right hand pane, select Reset Word
  • Turn on Delete Login Credentials
  • IF you already have Word running on your iPad, as I did: Double-press the iPad's home button to bring up all currently running programs, swipe back and forth until you see Word, flick the Word screen up to stop the program 
  • Press the iPad's home button to get back to the home screen
  • Select Word
  • Swipe all the way through the introductory screens until it says "Sign in now" - select Sign in
  • Enter your e-mail address, selected "Next"
  • Sign in to your Microsoft account with your e-mail and password, select "Sign in"
  • Select "Buy Office 365"
  • At the bottom, select the "Restore previous purchase" link
  • Enter your iTunes password

Yeesh.

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  1. Anonymous
    2014-03-31T12:05:04+00:00

    If you do have an Office 365 Subscription, when you are asked to sign in after clicking on I already have a subscription, you must use the credentials that you use to access your account at:

    www.office.com/myaccount

    Unless your Apple ID and password are identical to your  www.office.com/myaccount credentials, your Apple ID and password are NOT what you need to use.

    Doug,

    Trying to activate the application you are asked for your Microsoft account - I used my Outlook login created that morning but it only gives back the Error Message that you don't have a paid subscription.

    I did have a paid subscription (since cancelled) but it was bought from iTunes - where I'm guessing they would have no knowledge of my Outlook login as my iTunes account is nothing like my Microsoft Account.

    How would Microsoft pick up that I had a paid subscription for that Outlook account?

    Regards

    Mike

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  2. Anonymous
    2014-03-31T11:58:19+00:00

    Tony, I doubt the issue is with Apple settings.

    I think the problem is the purchase info is not being forward to microsoft, or microsoft is not processing it.

    I logged onto office 365 on my PC, they had my account (which I had verified by email) - but no record of my purchase of the subscription. 

    Apple support says they are sending it to investigators and are processing a refund. 

    I sent them the link to this thread.

    I had exactly the same issue on Friday - all that Apple could do was suggest a refund. Not really what I wanted!

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  3. Doug Robbins - MVP - Office Apps and Services 323.6K Reputation points MVP Volunteer Moderator
    2014-03-31T07:26:49+00:00

    If you do have an Office 365 Subscription, when you are asked to sign in after clicking on I already have a subscription, you must use the credentials that you use to access your account at:

    www.office.com/myaccount

    Unless your Apple ID and password are identical to your  www.office.com/myaccount credentials, your Apple ID and password are NOT what you need to use.

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  4. Anonymous
    2014-03-31T05:38:17+00:00

    Suresh,

    No I have only one Apple ID and was using the "I already have a subscription" option to activate with the same Apple ID that was used for itunes in app purchase. Still no luck and no resolution from Microsoft.

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