Processes in Microsoft 365 for setting up Office apps, redeeming product keys, and activating licenses.
Hi Charlotte.
Mine is a private subscription, so there may be complications to yours I'm unaware of. All I can suggest is that your IT people look at the directions in Ian.L - MSFT's post on November 3, 2024, and which other MS posters in other threads have given too; it worked for me.
The next annoyance was dealing with the subscription. Other users have indicated success here (only with the help of Support!), and have "reverted" their subscription to the "Classic" version, that is without Copilot. That option was not available to me for some inexplicable reason. After a chat session with Support, then as they directed by a chat with Sales, I had to cancel my subscription with the promise that before expiry in mid Feb 2025 there will be an invitation email to renew, and the option of choosing "Classic" will be available.
As I said elsewhere - a convoluted waste of my time dealing with something that should not have been inflicted on me without me actively choosing it.