I repurchased office last night as all of a sudden I co old not use my account

Joy Dittberner 0 Reputation points
2026-08-28T00:03:44.2166667+00:00

Hi

I had a Microsoft office older account and when I started working with a non profit they switched over to Microsoft and outlook. I left that company in January of this year and everything worked fine until last night. I created a personal account but when I click on About for Excel is shows: Belongs to: ******@lagunadancefestival.org. My new account is ******@gmail.com AND I can no longer get into the Laguna dance festival account. How do I resolve this issue? Thank you. I have literally been on hold for more than 3.5 hours and there doesn't seem to be a forthcoming help. PLEASE I am so frustrated.

Thank you Joy

Microsoft 365 and Office | Excel | For home | MacOS
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  1. AI answer

    2026-08-28T00:04:00.0066667+00:00

    This is most likely an account-association issue: Office is still tied to the old work account, so Excel shows it as belonging to ******@lagunadancefestival.org instead of the personal Microsoft account.

    Use this path:

    1. In an Office app, open File > Account and confirm which account is currently shown.
    2. Sign out of the Office app.
    3. Sign back in with the personal Microsoft account that was used to buy the new Microsoft 365 or Office purchase.
    4. If the new purchase was made through the Microsoft Store while signed in, that same account is the one associated with the product.
    5. If the product was bought from a retailer, redeem the product key with the correct personal Microsoft account if that step was not completed.
    6. After signing in, go to microsoft365.com with the personal account and check whether the install option appears. That is the account associated with the subscription for install and reinstall.

    Important details for this situation:

    • Microsoft 365 or Office licenses are associated with the account used during purchase or redemption.
    • If Office was originally installed or activated with the former work account, that account can remain attached in the app until sign-out and re-sign-in are completed.
    • Microsoft 365 apps do not support being signed in with multiple accounts from the same organization or tenant at the same time; one account must be signed out before another is used.
    • If someone else installed Office and their account became associated with the product instead of the intended account, Microsoft advises contacting support and having proof of purchase available.

    If the personal purchase is already associated with a different Microsoft account than the Gmail-based Microsoft account, the documented next step is to sign out, sign in with the account believed to have been used at purchase time, and if the problem continues, contact Microsoft Support.


    References:

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