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
    2014-04-01T05:22:09+00:00

    Hi,

    The Office for iPad team has identified the issue leading to failed activations after purchasing a new subscription from the Hong Kong App Store for users who have their language set to English.

    We are working on providing a temporary fix and a permanent fix, we will keep you posted on this.

    Thanks for your patience,

    Sumesh

    (Microsoft Office Engg.)

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  2. Anonymous
    2014-04-01T05:02:06+00:00

    Matt,

    am in hong kong

    english store

    subscribed to office 365 as an in app purchase

    Did all the usual stuff, reboot, delete and reinstall app etc

    problem not resolved, awaiting refund

    note that visited office 365 on my PC that i can log in but no subscription is noted

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  3. Anonymous
    2014-04-01T03:53:59+00:00

    Matt

    Not HK, located in United Kingdom

    Existing office 365 Business account, since July 2013

    Mike

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  4. Anonymous
    2014-04-01T03:00:29+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

    In case my experience helps:

    1. Yes, through Hong Kong App Store.
    2. English language setting.
    3. New 365 subscription.

    Cheers,

    Don

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