I changed iPads and my 365 family account is not working in my new iPad

Colin Talbot 0 Reputation points
2026-09-07T17:34:05.09+00:00

All my 365 apps on my new iPad are not working properly. I can’t seem to login. They were working fine on my old iPad. I have an annual family 365 account that was paid in January 2026

Microsoft 365 and Office | Subscription, account, billing | For home | iOS
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  1. Diana Mariz 10,900 Reputation points Independent Advisor
    2026-09-07T18:08:26.11+00:00

    Hi Colin,

    To further check on this, can you tell me if are you encountering any error message when signing in? If yes, please share a screenshot for my reference.

    Otherwise, let me know if you have tried to select Restore previous purchase and see if it allows you to sign in right after. For more information, you can refer to this link: https://support.microsoft.com/en-us/office/lifecycle/restore-previous-purchase-of-microsoft-365-apps-or-copilot-pro-for-mac-iphone-or-ipad

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  2. AI answer

    2026-09-07T17:34:20.2866667+00:00

    On a new iPad, the device does not need to be added manually to a Microsoft 365 Family subscription. The apps should work after signing in with the correct account.

    1. Open Word, Excel, PowerPoint, or the Microsoft 365 app on the new iPad.
    2. Sign in with the same Microsoft account that owns the Microsoft 365 Family subscription.
    3. Do not sign in with the Apple ID.
    4. If the subscription was shared from a Family plan, sign in with the account that accepted the sharing invitation.
    5. Verify the username and password in a browser first to confirm the account can sign in successfully.

    If the apps still do not recognize the subscription on iPad, reset the app sign-in state:

    1. On the iPad, go to Settings.
    2. Select an Office app such as Word, Excel, or PowerPoint.
    3. Under RESET, tap Reset <app name>.
    4. Turn on Delete Login Credentials.
    5. Close the app completely, then reopen it and sign in again with the Microsoft account tied to the subscription.

    If the subscription was purchased through an iPhone or iPad app, subscription management is done in Apple ID settings, and the same Microsoft account used to purchase it must be used to sign in.

    If sign-in still fails, use the Microsoft Sign-in Helper and, if needed, Contact Support.

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

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