Cannot access my Office 365 to save excel document

Hi, I'm John! I will help you with this.

If you haven't tried anything yet:

• Make sure you're signed in with the same Microsoft account that the subscription is linked to.
• Open any Microsoft 365 app such as Word. > At the top of the screen, select Word (or the app name) in the menu bar. > Select About Word. > Click More Info… > Select "Refresh License".
• After that, close any open documents and completely restart all Microsoft 365 apps so the license refresh can take effect.

If issue still persists:

If you haven't already, I’d suggest is to uninstall any existing Office apps on your Mac to avoid conflict:

• Here are the steps: https://support.microsoft.com/en-us/office/how-to-remove-office-license-files-on-a-mac-b032c0f6-a431-4dad-83a9-6b727c03b193

Then, to reinstall Microsoft Office:

• Go to https://account.microsoft.com/services
• Sign in using the same Microsoft account linked to your license.
• Find your Microsoft 365 Subscription and click the "Install".
• That will download the installer for the Office apps, just run it and follow the steps.

If anything’s unclear or the "Install" option still doesn’t show, feel free to let me know. I’ll be happy to walk you through it!

I really hope this information is helpful! Let me know if you have any further questions or concerns.

Regards,

John J.D.

Error 2602 is a Microsoft 365 authentication/network timeout issue that prevents the app from verifying your license. Here's a step-by-step troubleshooting guide, starting with the most effective fixes:  (I’m relying on my research, am not necessarily in the Microsoft technical bench)

Fix 1 — Remove & Re-add the Office License (Most Effective)

The root cause is often that Office can't reach Microsoft's activation server. Microsoft recommends deleting the Office license on your Mac and re-logging in. Microsoft Learn

• Go to: How to remove Office license files on a Mac
• After removing the license, reopen Excel and sign in fresh.

Fix 2 — Clear Keychain Access (Mac)

Open Keychain Access, click on the Login keychain, search for "Microsoft" or "Office", select all related items, and delete them. Then quit Keychain Access and try signing in again.

Fix 3 — Check Microsoft Authenticator / MFA

If you use multi-factor authentication, try removing the Microsoft Authenticator from your registered sign-in methods (after making sure you have an alternate method set up), then sign back in. Also sign out of all Microsoft apps (Outlook, OneDrive, Teams, Excel, etc.) before signing back in.

Fix 4 — Try a Different Network

If you're on Wi-Fi, switch to a wired connection, or try a completely different Wi-Fi network (e.g. a mobile hotspot). This helps rule out a firewall or ISP blocking Microsoft's authentication servers.

Fix 5 — Reinstall from the Mac App Store

Try downloading Microsoft Office products from the Apple App Store rather than directly from the Microsoft 365 website — several users report that this resolves activation issues.

Fix 6 — Check for a Region Mismatch

If your subscription was purchased through a third-party supplier, there may be a region mismatch between your account region and your current location. Log in to account.microsoft.com to verify your subscription is active and that the region matches your location.

If Nothing Works

Contact Microsoft Support directly at support.microsoft.com and ask them to check your account's activation status server-side — sometimes the issue is on Microsoft's end and requires a manual reset.