How to fix Microsoft & word excel 365

Michelle Story 0 Reputation points
2026-08-26T12:15:10.9466667+00:00

I have purchased word excel on company card under my personal work microsoft account . And it has went to the company microsoft account . Some how its mereged and now I have tried to purchase it again under my personal work email it is now saying there is card issues . When I and email or code is sent to verify me I have a microsft account, it sends me the email code , but when entering the code error pops as if my username and email are invalid . Things are sorts of crossed .. I need word excel on my computer for work . I have a Micrsoft account and made sure I am logged into the correct profile and it will not process HELP !!

Microsoft 365 and Office | Excel | For business | Other
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  1. Julie Huynh 3,080 Reputation points Independent Advisor
    2026-08-26T14:21:14.8366667+00:00

    Dear @Michelle Story,

    Good day! Welcome to Microsoft Q&A forum!

    Based on your description, I understand that you purchased Microsoft 365 (Word and Excel) using your work Microsoft account, but the subscription appears to have been linked to your company's Microsoft tenant instead of your intended account. You are now unable to purchase or activate Microsoft 365 under your personal work email due to account verification and payment issues, and you're receiving errors when entering verification codes despite receiving them successfully.

    To better understand what's happening, could you please help clarify a few details:

    • What email address was used when the original Microsoft 365 purchase was made? A personal Microsoft account (Outlook.com, Hotmail.com, Live.com), or A work/school account managed by your organization?
    • When you sign in, does Microsoft show that you're part of your company's organization/tenant?
    • Is the card the same one used for the original purchase?
    • Has your bank or card provider confirmed that no transactions are being declined?
    • At what point do you receive the card error?
      • When adding the card
      • When updating billing information
      • When completing the purchase
    • What is the exact card-related error message or error code displayed?
    • Which Microsoft 365 subscription did you originally purchase?

    Your confirmation would be very helpful in ensuring you receive the most suitable support!

    If you’re able to share a bit more about your situation, I might be able to suggest some helpful next steps. 

    Kindly let me know when there are updates or if you need further assistance. Any updates you’re able to share would be really helpful. I appreciate your time and look forward to hearing how things are going! 

    Thank you for your time and patience.

    If you have extra questions about this answer, please click "Comment". 

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

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