Installation of Office 365 apps on Google Pixel phone

Hi @Cynthia Thompson, 

I hope you’re having a great day. 

I understand you’re currently unable to update or reinstall Microsoft 365 (Office) on your Google Pixel 9 Pro. To better assist you, could you please provide the following information? 

• Could you please confirm which Microsoft license/subscription you’re using for Microsoft 365? For example: Microsoft 365 Personal/Family, or a work/school account (Business Basic/Standard/Premium, E3/E5, etc.) 
• What exact error message do you see in the Google Play Store? Examples: “Not compatible”, “Can’t install”, “Pending”, or any specific error code. 
• Which app are you trying to install or update? The Microsoft 365 (Copilot) all‑in‑one app, or individual apps such as Word/Excel/PowerPoint? 
• Is your device using a Work Profile, Company Portal, Intune, or any profile‑creation app (such as Shelter)? If yes, please let me know whether the issue occurs in the Personal profile, the Work profile, or both. 

Once I have this information, I’ll be better positioned to guide you through the next steps. 

Additional guidance: Install and set up the Microsoft 365 Copilot app on an Android - Microsoft Support 

In the meantime, here are a few quick workarounds you can try right away. 

Please follow the steps below (Menu names and steps may vary slightly depending on your Android version and device settings):  

1/ Restart your phone 

• Power button > Restart/Reboot, then wait 1~2 minutes before trying again. Clear Google Play Store cache & data 
• Settings > Apps > Google Play Store > Storage & cache > Clear cache > Clear storage/data 
• Reopen Play Store, wait a few minutes, then retry the install/update.  

2/ If still failing: Clear Google Play services cache (data only if needed) 

• Settings > Apps > Show system > Google Play services > Storage & cache > Clear cache 
• If it still fails: Manage storage/space > Clear all data, then restart and retry.  

Optional: Remove & re-add your Google account (refreshes sign-in tokens) 

• Settings > Passwords & accounts/Accounts > Google > Remove account > Restart > Add account back  

3/ If you use Work Profile / Company Portal (Intune) 

• Make sure you install/update from the same profile you’ll use (apps with a briefcase icon = Work). 
• If it only fails in the Work profile, it may be due to organization policy your IT admin may need to review restrictions.  

Also, please confirm you have enough free storage and try switching Wi‑Fi <-> Mobile Data if downloads are stuck.  

Thank you again for your patience and cooperation. 
I’m looking forward to your reply. 

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