Purchased subscription on iPhone and cannot access it

Kelly Jackson 0 Reputation points
2026-08-27T01:58:55.4566667+00:00

I purchased a microsoft word subscription from my iPhone, assuming the subscription would be tied to my apple ID. After doing some research, it sounds like it it tied to the account logged into any microsoft app at the time of purchase, which would have been my work microsoft account logged into Outlook. I work at a large University so we already have a paid subscription to word. I am now trying to figure out how to get a refund for this subscription. When I look online, it says to contact my administrator at work but it gives no instructions on how to do this. Do I just contact my department IT team? Do they need my AppleID or other information? What are their steps going to be?

I have tried calling Microsoft directly and it is impossible to talk to anyone, and no matter what I try to answer to the prompts, it directs me back to the website that I already know has inadequate information, which is wild considering this can't be an uncommon issue.

Microsoft 365 and Office | Subscription, account, billing | For education | iOS
0 comments

1 answer

Sort by: Most helpful
Most helpful Newest Oldest
  1. Kien 1,385 Reputation points Independent Advisor
    2026-08-27T02:35:59.6866667+00:00

    Dear @Kelly Jackson,

    Based on your description, please follow these steps:

    1> Confirm where the subscription was purchased

    On the iPhone, open Settings > tap your name at the top > Subscriptions > look for Microsoft 365 or Microsoft Word

    If the subscription appears there, you should go to App Store or follow the instruction in iPhone settings that gives information about subscription.

    To cancel and request the refund directly from Apple, kindly try these steps:

    • To cancel: On the iPhone, go to Settings > tap your name at the top > Subscriptions > Microsoft 365 > Cancel Subscription

    Here is a reference: If you want to cancel a subscription from Apple - Apple Support

    • To request the refund: Go to Sign In - Apple > sign in with the Apple Account shown on the receipt select I’d like to > choose Request a refund > select the reason, choose the Microsoft subscription, and submit.

    Here is a reference: Request a refund for apps or content that you bought from Apple - Apple Support

    2> Confirm the university account already has a qualifying license

    Open Word > tap the profile picture or account icon.

    User's image

    Check which account is signed in.

    Confirm that the university email address is listed.

    User's image

    Test creating and editing a document.

    You may also sign in to Microsoft 365 on the web using the university account and check whether Word is available. If the university account already has a qualifying Microsoft 365 Education license, there is generally no need to purchase a separate personal subscription

    Note: These links are shared by community members for your convenience. They point to third-party sites that are not managed or verified by Microsoft. I can’t guarantee the quality, safety, or suitability of any content or software found there. Please review carefully and make sure you understand any potential risks before using it.

    I hope the information shared helps point you in the right direction. Please try the steps above and let me know if they work. If not, we can continue working together to narrow this down.

    The first response may not always resolve the issue right away, but with your help and more details, we can work toward a solution.

    If the answer is helpful, please click "Yes" and kindly upvote it. If you have extra questions about this answer, please click "Comment". 

    Note: Please follow the steps in the forum documentation to enable e-mail notifications if you want to receive the related email notification for this thread.

    Was this answer helpful?

Your answer

Answers can be marked as 'Accepted' by the question author and 'Recommended' by moderators, which helps users know the answer solved the author's problem.