Subscription disconnections

Account and product

• State that this is about Microsoft 365 Personal and access to Word on a MacBook.
• Confirm the Microsoft account email you’re signed in with.

Timeline of events

• Mention that you purchased Microsoft 365 Personal, paid up front, and that the subscription shows an end date of July 2027.
  • Explain that you later upgraded to Microsoft 365 Family.
    • Note that you then cancelled/withdrew the Family subscription because it did not provide Copilot credits as expected.
      • After this change, your Personal subscription now shows as cancelled on the Microsoft website.
      Current problem

      - **You no longer have access to Word on your MacBook; the apps behave as if there is no active subscription.**
      
         - **Your account portal shows the Personal subscription as cancelled, even though you have already paid through July 2027.**
      
         **What you are requesting**
      
            - **Ask them to review your billing and subscription history (Personal purchase, upgrade to Family, cancellation).**
      
               - **Request that they either restore your originally paid Microsoft 365 Personal subscription through July 2027 or provide equivalent access to Word based on the payment already made.**
      

Additional information you can offer

• Approximate purchase date for the Personal subscription and the upgrade/cancellation dates for Family (if you know them).
  • Confirm that you have already checked for other Microsoft accounts and that all subscriptions associated with your accounts show as cancelled despite the payment.