I purchased a Word 365 subscription through my iPad that goes through iTunes, but it won't activate

Hello Brad,

Welcome to Microsoft Community.

To resolve this issue we need more information. Let us know the following:

1. Do you receive any error message while trying to activate Word 365?
2. If yes, let us know the error message.
3. What happens when you try signing in with your Microsoft Account credentials?

Check the above and let us know.

Thank you.

There is no error message. After I first purchased it, and when I try to restore purchases on the iPad I get a message that says "Your purchase was successful, but we are unable to activate."

I tried signing out and back in with my MS account credentials, and that works. But it's not upgraded.

I talked to MS tech support and after going through it for a while he suggested I try here because he couldn't figure it out. According to him there is no subscription associated with my credentials. But, I have a receipt from iTunes saying I purchased the subscription. But there is no key in the subscription email.

Hello Brad,

To resolve the issue follow the steps as suggested by billin in the following Microsoft Communities thread:

http://answers.microsoft.com/en-us/office/forum/office_mobile-word/word-for-ipad-wont-activate/18e3afc4-8d22-4bb0-916b-ccf8343d3366

Try the suggested steps and let us know the result.

Thank you.

I tried that, failed. This is results

"Go to settings and look for the app there..  Do u see it?...  If so try doing a Word reset" and then reload or open from AppStore page..  Report back..

This worked for me on my iPad. These are the full steps I used:

- Open up Settings

- Scroll all the way to the bottom in the left hand pane, select Word

- In the right hand pane, select Reset Word

- Turn on Delete Login Credentials

- IF you already have Word running on your iPad, as I did: Double-press the iPad's home button to bring up all currently running programs, swipe back and forth until you see Word, flick the Word screen up to stop the program 

- Press the iPad's home button to get back to the home screen

- Select Word

- Swipe all the way through the introductory screens until it says "Sign in now" - select Sign in

- Enter your e-mail address, selected "Next"

- Sign in to your Microsoft account with your e-mail and password, select "Sign in"

- Select "Buy Office 365"

- At the bottom, select the "Restore previous purchase" link

- Enter your iTunes password"

But the last part "enter your iTunes password" it did not prompt me to enter my password

It just came back with the same, payment successful, but cannot activate.

There still has been no resolution to this problem.

I finally got my Word document to open by:

1. From inside the Word app, log out of your microsoft account
2. Go to your Word document you want to edit (Dropbox, OneDrive, etc.) and click on it there to launch Word.  

Not sure how this would work with a new document.  This is very frustrating and on Microsoft.  It's their app, if it doesn't work, it's their problem.  Not Apple.  Stop making your problem, your customer's problem.