Word for iPad won't activate

Anonymous

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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Anonymous

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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211 additional answers

Anonymous

2014-03-30T06:08:35+00:00

Tony and Doug – thanks a lot for your advice.

Cheers,

Don
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Doug Robbins - MVP - Office Apps and Services 323.6K Reputation points MVP Volunteer Moderator

2014-03-30T06:03:38+00:00

There appears to be an issue with Office 365 subscriptions purchased through the iTunes store propagating through to the Microsoft system. If you can be patient, it will probably be better to wait until the issue is resolved rather than make a second purchase and then having to go through the hassle of trying to get a refund.

In the meantime, by all means report the problem to Apple who are the ones who have taken your money and failed to deliver.
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Anonymous

2014-03-30T05:50:26+00:00

yes indeed.. the microsoft guys told me that there seems to be a step missing... there will, in fact, be a product key but the process should go on and automatically link the purchase through the App Store to your microsoft account which you choose to link it to....

but this doesnt happen so as far as your microsoft account is concerned, there is no evidence of any purchase...

so...

the only way, until they work out whats going on, is to start over, but instead of buying 365 through the App Store you will need to cancel this purchase (which will take a couple of days) and then go in and buy 365 directly from microsoft or amazon... you will get a product key which you can then add to your account, the system takes you through it nicely...

then, when you open word for iPad and sign in with that account, then hit "activate" bottom right, it will work.

BUT you WILL be out of pocket for a couple of days... but microsoft assure me (in writing) that apple will refund me, and if they don't then THEY will...

Unfortunately they were not able to give me a FREE product key as its all automated and they have no discretion at support....

this is not satisfactory of course but my priority was to actually get it going on my iPad as i am just about to travel into china and had prepared loads of docs on one-drive for this purpose.....

tony.
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Anonymous

2014-03-30T05:24:47+00:00

Right!!! Finally sorted at 4am Hong Kong time this morning by Jun and the team. They are quite incredible but there is no direct way to reach them.

At the moment, it's just a workaround.

First, go to apple report problems (can link from your email from apple confirming the purchase)..

Need to to go to the offices 365 site (or amazon - I actually used that as it's easier) and buy a subscription. Link to the Microsoft account you will use to sign into Word on the iPad. If you use amazon and want the product key downloaded rather than sent (I.e. Use immediately) then it will cost USD 99 for a years subscription)...

You will then hit activate after signing in and it will work. You know it works as the activate button disappears and all is hunky dory.

Not ideal but that's all they are able to do right now.

Tony.

I'm not understanding this, I'm afraid. "First, go to apple report problems" ... and do what?

Next, "need to go to the Office 365 site or Amazon" -- I've already purchased a subscription in the app. And as far as I know, there's no product key for the iPad version, just an online activation (although I could be wrong).

If you could offer a few more details, it would be appreciated.

Thanks,

Don
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