URGENT*** LOCKED OUT OF EMAIL AND PAID MICROSOFT 365 SUBSCRIPTION

For this Mac scenario, the supported steps are:

1. Confirm the correct Microsoft account is being used in Office for Mac
   • Sign out of the Office apps, then sign in again with the Microsoft account that is associated with the Microsoft 365 Family subscription.
   • If needed, choose Sign in with another account.
   • A common cause of "Subscription required" or activation failure is signing in with a different Microsoft account than the one that owns the subscription.
2. Verify that the subscription/license is present on the Microsoft account
   • Sign in to the Microsoft account services page at https://account.microsoft.com/services.
   • Select Install Microsoft 365 or Office.
   • If a Microsoft 365 or Office license is listed there, that is the account that must be used to activate Office on the Mac.
   • If no license appears, search email accounts for the Microsoft purchase confirmation to identify the correct account.
3. If Office on Mac keeps asking to sign in or shows authentication expired behavior
   • Repeated sign-in prompts on Mac can be caused by keychain permission issues or by Office being moved from the default /Applications folder.
   • Follow the Microsoft guidance for Microsoft 365 or Office for Mac repeatedly requesting keychain access to reset keychain permissions.
4. For the Apple Mail / Exchange password loop
   • Microsoft documents an active issue where Microsoft 365 email accounts can become disconnected from Apple Mail.
   • First, re-enter credentials when prompted:
     • In Apple Mail, click Edit Settings and re-enter credentials.
     • If no prompt appears, open Settings > Apps > Mail > Mail Accounts and re-enter credentials.
   • If that does not work, delete and re-add the Exchange account:
     • Settings > Apps > Mail > Mail Accounts > Exchange > Delete Account
     • Then add it again through Settings > Apps > Mail > Mail Accounts > Add Account > Microsoft Exchange
   • This is the documented workaround while Microsoft works on the issue.
5. If sign-in problems continue
   • Use the Microsoft Sign-in helper. It is the recommended tool when sign-in succeeds in some places but fails in apps or when account/authentication issues are unclear.
6. For direct support
   • Use Contact Microsoft Support and select Get Help, then Contact Support for the best support option.
   • Microsoft support agents are not allowed to send password reset links or directly change account details.

Because verification codes are unreliable in the current location, the most relevant immediate path is:

• verify the exact subscription-owning Microsoft account on the services page,
• sign out/in to Office with that same account,
• reset the Mac Office keychain/authentication state if repeated prompts continue,
• then remove and re-add the Exchange account in Apple Mail.

References:

• What to try if you can't install or activate Office for Mac
• Reconnecting your Microsoft 365 account to Apple Mail
• Microsoft account sign-in helper
• Sign in to Microsoft 365