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

2014-04-01T02:58:54+00:00
Hello, Don (and all who have replied to this thread).

I'm a test engineer on the Word for iPad team and we'd like to see what we can do to help you get past this problem. A few quick questions for you all:

Have you still not been able to activate with the subscription you've purchased? Or has the issue been resolved? If resolved, let us know what steps led to the resolution.

If still unresolved, we'll need some additional information to target the event in our logs. Would you be willing to have my team contact you to gather this additional information?

Thanks for sharing your feedback and we look forward to helping resolving the problem.

Matt
Still doesn't work ... and because I'm getting a refund, I won't be of much help in going through various scenarios (all of which I'm sure I've been through in the last few days, and several times). ;-)
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Anonymous

2014-04-01T02:42:35+00:00

I rebooted the iPad. Word is not in preferences or in iTunes. When I go the App Store and the word for free app it said open. When I try to install it shuts down

i try to update pages and it just sits waiting.

The only office I have is office2010 For Mac.
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Anonymous

2014-04-01T02:34:35+00:00

Hey Rama,

Is it alright if I mail you directly so that I can look into your issue? Let me know and I can send you my email id.

-Sumesh
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Anonymous

2014-03-31T22:17:34+00:00
Hi, Mike! We're sorting through a few issue types here so a couple more quick questions to find out which one you're hitting. If needed, I'll then then find a way for us to take this discussion to personal email.
1. Are you in Hong Kong and/or did you buy the subscription through the HK App Store?
2. If in Hong Kong, what's your iPad's language setting? (Settings/General/International/Language)
3. Are you renewing a subscription previously brought directly from Microsoft OR is your App Store purchase a first time Office 365 purchase?
Get back to me as soon as you can.

Matt
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