I am signed into 365 but cannot connect with my Mac Air

David Blank 0 Reputation points
2026-09-18T01:21:49.1233333+00:00

Would like to speak with a representative since I was on Just Answer for 1 hour and could not get resolved.

I have subscription to 365 and can sign in but cannot connect with Mac Air for document editing.

Help

Microsoft 365 and Office | Other
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  1. EmilyS726 268.2K Reputation points Independent Advisor
    2026-09-18T01:55:46.8933333+00:00

    This is an update that occured on July 13th and Microsoft shared it here: https://support.microsoft.com/office/update-microsoft-365-or-office-on-your-macos-or-ios-device-f418ae5d-bb5f-4078-b3d9-9340f5dd084e?apid=ets

    This update can affect how Microsoft 365 works on different macOS version. It is not a one-size-fits-all problem.

    In order for me to find out what happens to yours and how to solve it, or if it can be solved, I need to know -

    What is your macOS version?

    Is your office product purchased from Microsoft or from Apple?

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  2. AI answer

    2026-09-18T01:22:08.3533333+00:00

    Try these steps in order:

    1. Verify the Mac can reach the network.
      • Open a browser and confirm websites load.
      • If the Microsoft 365 files are stored in OneDrive, internet access is required to access them unless the OneDrive desktop app is installed.
    2. Make sure Microsoft 365 is not in reduced functionality mode because it has been offline too long.
      • Microsoft 365 desktop apps need to connect to the internet regularly.
      • If the apps do not connect to the internet at least every 39 days, they can go into reduced functionality mode and show unlicensed behavior.
      • Reconnect to the internet and sign in to Microsoft 365 again.
    3. If the Mac app keeps asking to sign in or shows an authentication-expired type problem, reset the keychain permissions.
      • This can happen when Microsoft 365 for Mac has been moved from the default /Applications folder.
      • Follow the steps in Microsoft 365 or Office for Mac repeatedly requesting keychain access from the Mac activation troubleshooting article.
    4. If Outlook or Office on the Mac still cannot connect, check the account settings in the app.
      • In Outlook for Mac, go to Tools > Accounts.
      • Select the account and verify the account settings are correct.
      • On the Outlook menu, make sure Work Offline is not checked.
    5. If the Mac app still will not activate or connect for editing, use Microsoft support.
      • Microsoft provides Contact us at the bottom of the Microsoft 365 support page.
      • For Outlook for Mac, support can also be contacted from within Outlook for Mac.
      • If install or activation problems continue, Microsoft support is the recommended next step.

    References:

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

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