cannot restore the microsoft 365

Question

cannot restore the microsoft 365

liang dong 40

I have used Microsoft 365 for many years, and just renewed it severaly days ago. However, my software suddenly shows that I need to sign in to activate my subscripiton. I tried to logged in but, it keeps showing that no purchase to resotre.

Updated my IOS and Microsoft versions, but still the same problem. What is wrong here?

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Answer 1

John Jefferson Doyon 86,980 Independent Advisor

Hi, @liang dong

Please first double-check that you are signing in with the same Microsoft account that has the Microsoft 365 subscription.

You can also check if the subscription is active here: https://account.microsoft.com/services

If the subscription shows as active, try uninstalling all Microsoft Office apps from your iPhone or iPad, restart the device, then reinstall the apps from the App Store and sign in again with the same Microsoft account.

If the issue still persists, to help narrow it down:

Does Microsoft 365 show as active on the Services page?
Are you sure you are signing in with the same Microsoft account used for the subscription?
Which Office app is showing the activation message?

Click "Add comment" to let me know.

Thanks!

liang dong 40 Reputation points

2026-09-04T14:56:46.2033333+00:00

hi John

Thanks for your kind answer. I actually have renewed the Microsoft 365 in July. However, my Apple ID is different from my Microsoft Account. Is that the root cause of the trouble?

I already deleted the Office Apps, it still has the same log-in then NoPurchaseRecord problem.

And, werid thing is that my Word is perfectly working, but PPT and Excel both have the active subscription issue.
John Jefferson Doyon 86,980 Reputation points Independent Advisor

2026-09-04T15:09:48.41+00:00
Thank you for letting me know.

The Apple ID being different from your Microsoft account is not necessarily the problem.

Since Word is working normally, your Microsoft 365 subscription may already be recognized there, while Excel and PowerPoint are not picking up the same license.

Please check which Microsoft account is currently signed in to Word. Then compare it with the account signed in to Excel and PowerPoint.

Also:

Sign out of Excel and PowerPoint.

Fully close both apps.

Reopen them and sign in using the same Microsoft account that is working in Word.

A couple of things to confirm:

Which Microsoft account is currently signed in to Word?

Does that same account show Microsoft 365 as active here: https://account.microsoft.com/services

Did you renew Microsoft 365 in July through Apple/App Store or directly through Microsoft?

Thanks!
liang dong 40 Reputation points

2026-09-04T16:28:42.9866667+00:00

hi John.

Millions of thanks! It worked.
John Jefferson Doyon 86,980 Reputation points Independent Advisor

2026-09-04T16:30:03.43+00:00

Glad to assist!

If all is resolved, feel free to mark the answer for this thread. Otherwise, if anything related to this issue is still unresolved, please let me know.

Thanks!
liang dong 40 Reputation points

2026-09-04T20:46:09.89+00:00

hi John.

I successfully solved the login problem on my office Mac. However, when I got home, my Macbook still got the same sign-in and activate issue. I updated the IOS system, and deleted the Word, downloaded again, but it keeps showing the error information.

RF:1410

OTID: 30003446092290

TID:30003446092290
John Jefferson Doyon 86,980 Reputation points Independent Advisor

2026-09-04T21:29:10.0433333+00:00

Thanks for the update.

Since you were able to activate Microsoft 365 successfully on your other Mac, the subscription itself appears to be fine. This may be a cached Office license or sign-in credential on the MacBook.

First, please double-check that the Microsoft account signed in on the MacBook is the same account that shows the active subscription here: https://account.microsoft.com/services

If it is the same account, try Microsoft’s Office License Removal Tool on the MacBook: https://support.microsoft.com/en-us/microsoft-365-activation-licensing/how-to-remove-office-license-files-on-a-mac

Close all Office apps first, run the tool, then restart the MacBook. Open Word afterward and sign in again using the Microsoft account that has the active subscription.

The RF, OTID, and TID numbers are diagnostic information from the activation error, so you do not need to post any additional account information here.

Let me know what happens after running the license removal tool.
Thanks!
liang dong 40 Reputation points

2026-09-04T21:40:15.9533333+00:00

You are my hero! You made my day. Thank you so much. It is people like you in such a community makes the world a better place.

Answer 2

If Microsoft 365 was renewed recently and the iOS app says there is no purchase to restore, the most likely causes are either the wrong account is signed in, or the app-store purchase has not been re-linked inside the app yet.

Try this in order:

Confirm the subscription is active Sign in to the Microsoft account Services & subscriptions page using the same account used to renew. Check whether the subscription shows as renewed and whether it shows a renewal or expiry date.
Sign in with the correct account In the Microsoft 365 app, Word, Excel, PowerPoint, or OneNote on iOS, make sure the sign-in uses the Microsoft account associated with the subscription. If there are multiple personal, work, or school accounts, try the one that owns the subscription.
Restore the previous purchase from the app used to buy it If the subscription was purchased through the App Store on the device:
- Sign out of the Microsoft 365 app through which the in-app purchase was made.
- Close the app.
- Reopen it.
- Tap Restore previous purchase at the bottom of the Get started with Microsoft 365 window.
Check which app was used for the purchase In the App Store subscriptions list, look under Active Subscriptions for a subscription starting with Microsoft 365. The app icon there shows which Microsoft app was originally used to make the purchase. Restore the purchase from that same app.
If the renewal warning still appears after renewal Close all Microsoft 365 apps and open them again. Then sign in again with the Microsoft account associated with the subscription.
If sign-in still fails on mobile apps Verify the username and password in a browser first. If the account cannot sign in there either, use the Microsoft sign-in helper.

If the purchase was made through Apple and Restore previous purchase still fails after these steps, Apple needs to handle the in-app purchase billing side.