Using one of the 365 subscriptions, can't get office to recognize the person it is shared with.

Question

I have a current subscription to Office 365; I sent a share to my husband. He successfully downloaded 365 to his computer. However, the computer he uses once belonged to another family member who had MS Office over 10 years ago, so when trying to use the current, paid-for 365 apps, even if he changes the email address, 365 defaults to the previous family member from 10 years ago (listed as admin). Multiple tries, no joy. We can't access 365 apps; we are only offered to purchase again. Suggestions are very welcome as to how to be able to use 365. Thank you for your time.

Working on a PC with Windows 11. Chrome browser.

Answer 1

Hi,

According to your description, there should be account remnants, it is recommended that you can download the Office tool to completely uninstall Office first:

https://aka.ms/SaRA-officeUninstallFromPC

After running the tool, please check the status of Office license in PC, please follow these steps:

Search CMD, right-click the Command Prompt and run as administrator. Then copy and paste the command, click Enter at last: cscript.exe "%ProgramFiles%\Microsoft Office\Office16\ospp.vbs" /dstatus

If you are running 32-bit Office on a 64-bit operating system: cscript.exe "%ProgramFiles(x86)%\Microsoft Office\Office16\ospp.vbs" /dstatus

If you can find the Office product key in list, try to remove it by typing the following command with the Last 5 characters of installed product key (I replace it with XXXXX, but what you type in is what you see on your computer) in this interface: cscript.exe "%ProgramFiles%\Microsoft Office\Office16\ospp.vbs" /unpkey:XXXXX

If the 32bit version of Office installed on a 64bit operation, run the following command: cscript.exe "%ProgramFiles(x86)%\Microsoft Office\Office16\ospp.vbs" /unpkey:XXXXX

Just checking in to see if the information was helpful. Please let us know if you would like further assistance.

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