Resolving Microsoft 365 (Office) License Issues

Guidelines to resolve Microsoft 365 (Office) license expiration or deactivation notices.

A. To update your license in Microsoft 365

1. Open any Microsoft 365 application, such as Excel or Word.

2. Go to the File tab and click on Account.

3. Under Product Information, you'll see an Update License button. Click on it.

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4. Follow the on-screen instructions to complete the license update process.

B. Sign Out and Sign In Again (If updating the license didn't resolve the issue)

1. Open an Office App (e.g., Word)

   • On the top left, click File.

2. Go to Account (or Office Account)

   • Under your profile information, select Sign out.

3. Close All Office Applications

   • Fully exit Word, Excel, PowerPoint, Outlook, etc.

4. Reopen an Office Application

   • You will be prompted to Sign in again.

   • Enter your @apu.edu.my email and credentials.

5. Verify License

   • Go to File > Account.

   • Ensure Product Information shows an active license (e.g., “Microsoft 365 Apps for enterprise”).

Tip: In the new Outlook for Windows, you’ll need to remove and re-add your account instead of using “Sign out.”

C. Update Office to the Latest Version

1. Open an Office App

2. Click ‘File’ > Account (or Office Account).

3. Under Product Information, choose Update Options > Update Now.

4. Wait for Office to install any available updates, then restart the application.

Reason: Keeping Office up to date ensures the license syncs properly with Microsoft 365 servers.

D. Repair Your Office Installation (If Needed)

1. Close All Office Apps (Word, Excel, Outlook, etc.).

2. Open Windows Settings

   • Go to Apps > Apps & Features.

3. Locate ‘Microsoft Office’ (or Microsoft 365 Apps)

   • Select Modify (or Change).

4. Choose ‘Quick Repair’

   • If the issue persists, select Online Repair next.

5. Restart Your Computer

   • After the repair completes, open Office apps and sign in again if prompted.

Why: A repair can fix corrupted files or registry issues that block proper license updates.

E. Check Windows ‘Access Work or School’ Settings (Optional)

1. Go to Windows Settings > Accounts > Access work or school.

2. If your @apu.edu.my account is listed, try Disconnect and Reconnect it.

3. Restart Office Apps and sign in if prompted.

Why: Sometimes a stale connection in Windows SSO (Single Sign-On) can prevent license validation.

F. Verify License Assignment (IT Admin Only)

1. Open Microsoft 365 Admin Center.

2. Go to ‘Users’ > ‘Active Users’ and select the affected user’s account.

3. Ensure a Valid License is Assigned (e.g., Office 365 A5).

4. Unassign and Reassign the license if needed.

5. Have the user sign out/in of Office again or remove/re-add their account in the new Outlook.

G. When to Contact IT Support

• You still see an “expired” or “deactivated” message even after completing all the steps above.

• You encounter errors during sign-in or license updates (e.g., activation loops, repeated prompts).

• You cannot see or manage your license in the Microsoft 365 Admin Center (if you’re an admin).

Next Step: Collect screenshots of any error messages and contact our IT Service Desk at assist@apu.edu.my for further assistance.

Additional Resources

• Microsoft Support:

  • Sign Out of Office

  • Update Office

  • Repair an Office Application