New iPad replacing old one. Word to work fully on new one

Question

New iPad replacing old one. Word to work fully on new one

ephraim eisenmann 20

I had a rather old iPad, and this week bought a new one. (Model A16)

I use Word extensively!

I want my subscription to be deleted from the old iPad and be used in my new iPad!

Presently Word on my new IPad doesn’t really work, What can be done to make it active in the same plan?

ephraim eisenmann 20 Reputation points

2025-11-05T21:03:05.0133333+00:00

I will answer in detail tomorrow Thanks
ephraim eisenmann 20 Reputation points

2025-11-06T08:17:27.2+00:00

My answers:

1-It is a personal account (Removed PII)

2-Downloaded from app store

3-I don't see any specific error message

About "read only" I don't think so

I can create a new document but not save it as I used to

I don't think it pushes me to new subscription. I just have renewed the one I have

4-Please define "sign out" to me

Could it help if i just delete the Word app from my old iPad? I don't need it there anymore
Ian-Ng 13,435 Reputation points Microsoft External Staff Moderator

2025-11-06T22:29:21.31+00:00
Hi @ephraim eisenmann,

Thank you for providing those additional details.

The symptoms you described being able to create but not save new documents typically indicate an account activation issue within the Word app. This can sometimes occur even with an active, renewed subscription.

To answer your question about the old iPad: Yes, you can simply delete the Word app from your old iPad**.** That is a normal action and will not cause any problems.

To resolve the issue on your new iPad, please try resetting the application's credentials. Here are the steps:

Go to your iPad's main Settings app (the grey gear icon).

Scroll down the list of applications on the left and tap on Word.

On the right, locate the "RESET" section and tap Reset Word.

Turn the toggle ON for Clear All Credentials (this may also be worded as Delete Sign-in Credentials).

Once these steps are completed, please relaunch the Microsoft Word app. You will be prompted to log in again. Please sign in using your @hotmail.com account.

This process refreshes the subscription data cached within the application and should resolve the issue preventing you from saving documents.

Should you have any further questions, please feel free to reach out.

Answer accepted by question author

Ian-Ng 13,435 Microsoft External Staff Moderator

Hi @ephraim eisenmann,

Thank you for your detailed response and the screenshot.

It appears the app in your screenshot may not be the official Microsoft Word application. To ensure you have the correct version and to help resolve this issue, please follow these steps:

Go to the App Store on your device.
Search for "Microsoft Word".
Download the app with the official icon shown below.

This is the official, up-to-date version from Microsoft, which ensures full functionality and security.

Once it's installed, please try signing in again and let me know if the problem is resolved.

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

Note: Please follow the steps in our documentation to enable e-mail notifications if you want to receive the related email notification for this thread.

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6 additional answers

Your answer

ephraim eisenmann 20 Reputation points

2025-11-05T21:03:05.0133333+00:00

I will answer in detail tomorrow Thanks
ephraim eisenmann 20 Reputation points

2025-11-06T08:17:27.2+00:00

My answers:

1-It is a personal account (Removed PII)

2-Downloaded from app store

3-I don't see any specific error message

About "read only" I don't think so

I can create a new document but not save it as I used to

I don't think it pushes me to new subscription. I just have renewed the one I have

4-Please define "sign out" to me

Could it help if i just delete the Word app from my old iPad? I don't need it there anymore
Ian-Ng 13,435 Reputation points Microsoft External Staff Moderator

2025-11-06T22:29:21.31+00:00

Hi @ephraim eisenmann,

Thank you for providing those additional details.

The symptoms you described being able to create but not save new documents typically indicate an account activation issue within the Word app. This can sometimes occur even with an active, renewed subscription.

To answer your question about the old iPad: Yes, you can simply delete the Word app from your old iPad**.** That is a normal action and will not cause any problems.

To resolve the issue on your new iPad, please try resetting the application's credentials. Here are the steps:

Go to your iPad's main Settings app (the grey gear icon).

Scroll down the list of applications on the left and tap on Word.

On the right, locate the "RESET" section and tap Reset Word.

Turn the toggle ON for Clear All Credentials (this may also be worded as Delete Sign-in Credentials).

Once these steps are completed, please relaunch the Microsoft Word app. You will be prompted to log in again. Please sign in using your @hotmail.com account.

This process refreshes the subscription data cached within the application and should resolve the issue preventing you from saving documents.

Should you have any further questions, please feel free to reach out.

Answer 1

ephraim eisenmann 20

I send you screenshots ,hopefully you get two of them

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Answer 2

ephraim eisenmann 20

User's image

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Answer 3

ephraim eisenmann 20

Hi Thanks

However I could not find what you described!

However now I see that the application is actually called "Office Word"

Could that be the problem? Any suggestions?

Thanks

Ephraim

Ian-Ng 13,435 Reputation points Microsoft External Staff Moderator

2025-11-07T21:20:26.4266667+00:00

Hi @ephraim eisenmann,

Thank you for your response.

Depending on the application version or iOS version, the wording may vary slightly. If you see the app named “Office Word” in your settings, please follow the steps I outlined above for that app.

If you encounter any issues or the steps don’t match what you see, feel free to reach out. I’d greatly appreciate it if you could share a screenshot of where you get stuck, it will help me assist you more effectively.

Looking forward to your reply.

Answer 4

Hi @ephraim eisenmann,

Welcome to Microsoft Q&A forum.

I'm sorry to hear you're running into trouble getting Microsoft Word to work fully on your new iPad. To help provide the correct guidance, could you please help me by answering the following questions to help narrow down your issue?

What type of Microsoft account are you using to sign in? Is it a personal account (like @outlook.com, @hotmail.com, etc.) or a work or school account provided by your organization?
Are you experiencing this issue in the Microsoft Word app that you downloaded from the Apple App Store, or are you trying to use Word through a web browser like Safari?
You mentioned it "doesn't really work." Could you please describe this behavior in more detail?
- Are you seeing a specific error message? (If so, what does it say?)
- Is the app currently in "read-only" mode, which is preventing you from making edits?
- Are you unable to create or save new documents?
- Is the app prompting you to buy a new subscription?
Have you had a chance to sign out of the Word app on your old iPad?

Once I have these details, I should be able to provide the correct next steps to get you back up and running.

Note: Please understand that our initial response does not always resolve the issue immediately. However, with your help and more detailed information, we can work together to find a solution.

Thank you for your patience and your understanding. If you have any questions, please feel free to reach out. I'm looking forward to your reply.

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New iPad replacing old one. Word to work fully on new one

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