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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ephraim eisenmann 20 Reputation points

2025-11-11T10:37:29.4233333+00:00

Dear Ian

I did indeed what you suggested and now my "Word " is installed and working well!

I of course deleted the "Office Word" immediately.

Thanks very much for your help, very much appreciated.

Regards

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

2025-11-11T22:07:38+00:00

Hi @ephraim eisenmann,

Thank you for the update! I'm glad to hear your issue is resolved now that you have downloaded the correct Word application from the App Store.

If you found my instructions helpful, could you please mark that my previous answer as the 'Accepted Answer'?

Doing so will help other people on our forum notice the correct solution. It can prevent confusion, as many apps in the store can look similar, and will help others avoid work interruptions.

I appreciate your cooperation and understanding.
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ephraim eisenmann 20 Reputation points

2025-11-09T12:38:22.99+00:00
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New iPad replacing old one. Word to work fully on new one

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