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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Answer accepted by question author

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

2014-04-02T08:21:16+00:00
In case my experience helps:

Yes, through Hong Kong App Store.

English language setting.

New 365 subscription.

Cheers,

Don

Thanks, Don!

All, purchasing from the HK App Store with a device language set to English is a unique case that we're currently investigating. Sumesh (also replying in this thread) is driving the investigation from our side. More info to come from Sumesh as soon as we have it.

If your case does not involve HK App Store + English device language then we'll address these issues separately. Also more to come from Sumesh.

Thank you for your patience.

Matt
Thanx Matt and Sumesh.

We appreciate your diligence the acknowledgment of the problem and we look forward to reading that it has been resolved on a future post here.

cheers
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Anonymous

2014-04-02T14:44:31+00:00

I am in US and have the exact same problem. I pay $9.99/mo for an Office 365 account for my business, but when I try to activate any of the apps by signing in with it i get the message that I do not have a subscription. That's odd, because I get an invoice every month.
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Anonymous

2014-04-02T18:33:26+00:00

Hi,

Could you log onto https://portal.microsoftonline.com with your O365 account to confirm your office rights.

If you confirm that this account has indeed office rights for mobile devices, then let me know if you are okay with me directly contacting you.

Sorry for the inconvenience.

Thanks,

Sumesh

(Microsoft Office Engg.)
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Anonymous

2014-04-02T20:41:09+00:00

Hi,

i'm also having the same issues as others. Have purchased the 356 Home subscription via Apple. Again, when opening the Word app on iPad and trying to activate, it states that I don't have a subscription.

i'm UK based.

When I ,of into my Microsoft Live account it states that I don't have an active subscription.

What next to do?

regards,

mark
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