OFFICE - cannot access

Question

OFFICE - cannot access

Kellie Siddle 0

I've purchased updated Office and followed download instructions and believe I have installed it. It won't load and reverts back to an old account that I can no longer access. I cannot open anything but old software that is disabled. I WANT TO TALK TO A LIVE PERSON. have reviewed your answers to similar inquires but they haven't helped me. WHAT IS THE CONTACT INFO TO SPEAK TO LIVE TECH - CAN YOU MAKE THAT HAPPEN?

[Moved from Microsoft 365 and Office | SharePoint | For business | MacOS]

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2 answers

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Answer 1

Hello Kellie Siddle

Thank you for reaching out, based on your description I believed that the old Office is still tied to the old account on the PC, so the new purchase and installation isn't being picked up correctly. You've mentioned that you have review some other threads on the forum and which step have you tried so far? In the meantime, please try:

Sign out of the old account in Office

Open any Office app if possible > Go to File > Account > Under User Information, select Sign Out for all listed accounts.

Remove the old account from your Mac device:

Go to Finder > Applications > Utilities > Keychain Access
Remove Identities related to Office

If that doesn't help, completely uninstall Office using Office Removal tool and reinstall it from the account that have the license.

If all steps fail, here's how to reach out to Microsoft Support directly:

Go to Contact Us - Microsoft Support
Select Office
Click Get Home Support
Type a brief description of your issue in the search box.
Click Get Help and select Contact Support below.
Go to the Products and services tab and choose the appropriate product.
On the Category tab, choose the appropriate category or an alternative option.
Go to Confirm. Look for and select "Chat with a support agent in your web browser" (during business hours) if available. Explain your situation clearly.

I hope this helps.

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Answer 2

To reach a live support person for Office installation or activation issues, use Microsoft Support: Microsoft support.

If Office keeps reverting to an old account, the supported path is:

Go to Services & subscriptions.
Sign in with the Microsoft account that was used to set up or redeem Office.
Locate the Office product and select Install.

If the old account is no longer accessible, Office licenses are typically associated with the Microsoft account used when the product key was redeemed. If the key has already been redeemed and the old account cannot be used, contact Microsoft Support and ask for help verifying the purchase and resolving the account/license issue.

For Office for Mac installation or activation problems, Microsoft also directs users to contact support to talk to a human.