I can't access the paid for/licensed apps with my new account

Lori Kadin 0 Reputation points
2026-05-30T00:51:34.3366667+00:00

I originally had another account and when I got my new computer I signed up with a new account. At first I paid monthly but I recently paid for a year.

When I go to the apps, even signing in with the new account, I can't access the apps. the menus are grayed out and I get a yellow tab telling me I qualify for a free account and to claim my offer. If I click on it, I get Asian language, so I think it's a scam.

I've reinstalled MSFT several times and have shut down but nothing helps. I paid for a full year and can't use it.
I tried to get help but I think it was a scam site - wanted to charge me $70. I have a lot of files on Onedrive

Microsoft 365 and Office | Subscription, account, billing | For home | Windows

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  1. AI answer

    2026-05-30T00:51:50.1033333+00:00

    The apps are in reduced functionality mode because the installed Office is not properly activated with the paid Microsoft 365 account that owns the subscription.

    Use these steps to regain full access:

    1. Confirm which account has the active subscription
      • Go to the Microsoft account dashboard: https://login.live.com/
      • Sign in with each account (old and new) and check Subscriptions to see which one has the active Microsoft 365 subscription.
      • Always use that same account inside the Office apps.
    2. Make sure the subscription is active and not suspended
      • In the account that owns the subscription, check Payment & billing to confirm the yearly subscription is active and payment is not declined or expired. If there is a payment problem, fix it using the guidance under Payment and billing help.
      • If there is any subscription error, follow the steps in “A subscription notice appears when I open a Microsoft 365 application” to resolve payment or activation issues.
    3. Sign out of all Office accounts on the PC
      • Open Word or Excel.
      • Go to File → Account.
      • Sign out of all accounts listed.
      • Close all Office apps.
    4. Reactivate Office with the correct account
      • Reopen Word or Excel.
      • If a Let’s get started or Sign in screen appears, choose Sign in.
      • Sign in with the account that has the active Microsoft 365 subscription (from step 1).
      • This should remove the yellow bar and unlock the menus.
    5. If Office was pre-installed as a trial on the new computer
      • The yellow bar offering a “free” or trial subscription can appear when the device came with pre-installed Office.
      • In that case, ignore the “claim your offer” banner and instead follow Activate Office using the paid subscription account.
    6. If the apps still show as “Unlicensed” or menus stay greyed out
      • Check that the device is connected to the internet so Office can validate the subscription. If the device has been offline for a long time, reconnect and sign in again.
      • If the installation was deactivated elsewhere, sign in and reactivate, or deactivate another device as described in Deactivate a Microsoft 365 install.
    7. If none of the above works
      • Use the official Contact us/support options from the Microsoft account or Office support pages (not third‑party sites) to reach a Microsoft support agent. Do not pay third‑party “support” fees.

    Your OneDrive files are stored in the cloud and are not removed by signing out/in or reactivating Office; they remain available as long as the account itself is accessible.

    References:

    AI-generated content may be incorrect. Read our transparency notes for more information.

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