Having issues to transfer my subscription of Microsoft 365 to new computer

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Having issues to transfer my subscription of Microsoft 365 to new computer

Ellen 20

Hello,
For about 4 years I have a subscription of Microsoft 365, it was set up for me by a computer specialist. I'm not cluey enough to do it myself. Recently the hard drive died, all data is lost. Apparently Microsoft does not have my account even so I get charged every month. The latest invoice number is #PII REOMOVED. How can my subscription be transferred to my new computer??? Please help.
Many thanks, Ellen

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Answer 1

Jeanie H 6,000 Microsoft External Staff Moderator

Dear @Ellen,

Thank you for posting your question in the Microsoft Q&A forum.

Based on the invoice structure and general information about business products, it is highly likely that you are using a Microsoft 365 Apps for business subscription. And your Microsoft 365 subscription is tied to your Microsoft Account, not to a specific computer. For this reason, the failure of your old computer's hard drive did not cancel or lose your subscription. The fact that you are still being charged monthly confirms that the subscription is still active. The issue is simply that you haven't signed in to your account on the new computer yet.

Since the subscription is linked to your account, you can use it on your new machine by going to Office.com, signing in with your Microsoft 365 subscription account. Once logged in, click Apps > you will see the "Install Apps" button in the upper right corner. This will download an installer, which will install the full version of Office 365 Desktop Apps directly onto your computer.

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If you are having trouble remembering or finding your Microsoft account (because it was set up by a computer specialist previously), please reply to this email so I can direct you to the Microsoft technical support team to get your account back.

If anything is unclear, please let me know, I’ll guide you from there.

Looking forward to your reply! 

If the answer is helpful, please click "Accept Answer" and kindly upvote it. If you have extra questions about this answer, please click "Comment".

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Ellen 20 Reputation points

2025-11-05T06:22:56.1033333+00:00

Many thanks Jeanie,
Yes, I need help finding the the Microsoft Account. That's where I need help. Hopefully I can speak to a person to get the help I need.
Thanks again, Ellen
Jeanie H 6,000 Reputation points Microsoft External Staff Moderator

2025-11-05T06:44:38.6633333+00:00

Dear @Ellen,

Thank you so much for your quick reply. I really appreciate it.

To help me support you better, could you please let me know:

Where you purchased the Microsoft 365 subscription?

Which email address you used at the time of purchase (work)? Have you tried using that email to sign in to office.com yet?

Whether your latest invoice shows a contact email for the subscription?
Jeanie H 6,000 Reputation points Microsoft External Staff Moderator

2025-11-05T23:36:03.87+00:00

Dear @Ellen,

When you have time, please feel free to respond to the questions I shared. We’ll work together to find a way for you to find your account.

There’s absolutely no rush- please reply whenever it’s convenient for you. I’m here and ready to support you whenever you need assistance. Your comfort and timing are important, so take all the time you need.

Thank you for your time, and I look forward to hearing from you whenever you’re ready.
Ellen 20 Reputation points

2025-11-06T06:34:15.64+00:00

Dear Jeanie,

Many thanks for your help and sorry for the delayed reply. I thought I have the correct email address and changed the password. But when I logged in it tells me that I don't have a subscription and that I have to buy a new subscription. I had and I need the business version with Access as well. It would be a big relieve to get it fixed.

I'm very grateful for your help.
Jeanie H 6,000 Reputation points Microsoft External Staff Moderator

2025-11-07T00:41:33.8533333+00:00
Dear @Ellen,

Please kindly help me follow the steps below to reach out to a Microsoft Technical Support Engineer. They have the necessary tools to investigate your account, verify, and restore access for you.

Method 1: Contact via Phone

You might need to contact the Microsoft Technical Support Engineer via the customer service phone numbers: Customer service phone numbers - Microsoft Support.

The agent will be able to create a ticket for you under the affected tenant.

They will then transfer this ticket to the Microsoft Technical Support Engineer, who can help you to verify your account.

The biggest goal is to get past the IVR (automated system) to a live agent and emphasize this critically important security factor. Please try speaking loudly, clearly, and patiently waiting for the machine to respond.

Method 2: Create a Trial Tenant (If you cannot reach an agent by phone)

If you still cannot reach an agent via phone, there is a workaround you might consider:

Register for a new tenant by signing up for a trial subscription via this link: Compare All Microsoft 365 Plans | Microsoft.

This would allow you to create a trial tenant following the provided prompts.

Once set up, you can access the admin console of the trial tenant.

From there, you can submit a support ticket requesting to speak with the Microsoft Technical Support Engineer on behalf of your previous tenant.

Important Note: Please remember to cancel the trial subscription once your issue is resolved to avoid any unintended charges.

After you have contacted them, you can provide the Invoice ID you were charged for that subscription. This information will help them verify your account and regain access for you.

As a moderator, I do not have the tools to deep dive into your account. This is because Microsoft's data security protocols are very strict, and only the Data Protection Team is equipped with the necessary tools to investigate your specific tenant.

If anything is unclear or you get stuck on a step, please feel free to reach out. I'll guide you further.
Jeanie H 6,000 Reputation points Microsoft External Staff Moderator

2025-11-09T23:26:12.56+00:00

Dear @Ellen,

If you have any questions about this topic, feel free to reach out to me.

If you have questions about a different topic, please help me post a new topic in the community.

We are always here and ready to support you!

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Having issues to transfer my subscription of Microsoft 365 to new computer

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