CANT USE MICROSOFT 365 IN MY IPAD PRO

Question

CANT USE MICROSOFT 365 IN MY IPAD PRO

Ana Patricia Torres Cortez 0

HI,

I PURCHASED MICROSOFT 365 FROM THE APP STORE

I DOWNLOADED EXCEL

WHEN I WANT TO START A NEW DOCUMENT THE APP ASKS ME TO SIGN IN,

I TRY TO SIGN IN BUT THE APP MENTIONS THAT I HAVE ALREADY A SUBSCRIPTION

I CANCEL DE SUBSCRIPTION AND TRY TO PURCHASE DIRECTLY FROM EXCEL AND IT WONT LET ME AS WELL

I TRY TO SIGN IN FROM ANOTHER EMAIL AND I CANT TOO

DONT KNOW WHAT TO DO I TRIED EVERYTHING

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1 answer

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Answer 1

Hello Ana Patricia Torres Cortez,

I understand that you purchased Microsoft 365 through the App Store, but you are unable to use Excel on your iPad Pro. When you try to sign in or create a new workbook, Excel says that a subscription already exists, but it does not recognize it or allow you to use another account.

I recommend trying the following:

On your iPad, open Settings > your name > Subscriptions and check whether Microsoft 365 is still active.
Open Excel, sign out of every Microsoft account, and completely close the app.
Open Settings > Excel. Under Reset Excel, turn on Delete Login Credentials, then reopen Excel.
On the welcome or subscription screen, select Restore Previous Purchase.
Sign in with the same Microsoft account that was used inside the Office app when the App Store subscription was originally purchased. Trying another email will not work if the purchase is already linked to the first account.

If Excel still reports that the subscription belongs to another account, please contact Microsoft Support to check the account connection. For billing, cancellation, or refund questions, contact Apple Support. Since this is a user-to-user forum, we do not have access to your account, subscription details, or the Microsoft 365 billing system. We can only share suggestions based on our findings and personal experiences.

Here's how to reach out to the Microsoft Support Team (live chat):

Go to: https://support.microsoft.com/home/contact
In the search box, enter a short description of your issue, then choose "Get Help"
Scroll down and select Sign in to contact support (please sign in using a personal Microsoft account). Then follow the on-screen prompts to reach Support Team.

Tips:

Support chat availability may vary by country/region, product, and support hours. If you can't get in touch with a chat agent right away, trying again later or at a different time may help.
If the support page directs you to the automated assistant, type “I need a live agent” in the chat to request live support.

Hopefully your issue will be sorted out soon Thank you so much for your patience!

Best regards.