Ipad & Iphone not recognising my 365 Family subscription

Hi,
The App store license must be linked to a Microsoft account. I would like to check https://account.microsoft.com/services page screenshot to further diagnose the issue.

I’m eager to hear back and work together to find a solution.

The iOS apps are not seeing the Microsoft 365 Family Classic subscription because they are looking for an Apple in‑app purchase tied to the Apple ID, not for the Microsoft 365 subscription that is managed in the Microsoft account.

Use these steps to fix it:

1. Confirm where the subscription is managed
   • If the Microsoft 365 Family Classic subscription was bought directly from Microsoft (not via Apple), manage it at:
     • https://account.microsoft.com/services
   • If it was bought as an in‑app purchase on iPhone/iPad, manage it in iOS under Settings > [your name] > Subscriptions and confirm there is a Microsoft 365/Office subscription listed.
2. Sign in with the correct Microsoft account in the apps
   • Open Word, Excel, PowerPoint, or the Microsoft 365 app on iPhone/iPad.
   • Go to the account/profile area and sign out of all accounts.
   • Sign back in using the Microsoft account that owns the Microsoft 365 Family subscription (the same one that shows the subscription at https://account.microsoft.com/services).
   • Do not rely on “Restore purchase” unless the subscription was actually bought through Apple; instead, use Sign in with the correct Microsoft account.
3. If using Apple in‑app purchase and “Restore purchase” fails
   • Make sure the device has a working internet connection.
   • In the Office/Microsoft 365 app on iPhone, if “Cannot complete transaction” or “Your purchase was successful, but we couldn't verify your subscription” appears, refresh the Buy/Restore page and try again.
   • If the issue persists, check iPhone/iPad internet connection using Apple’s guidance or contact Apple support, as the restore process is handled by Apple’s purchase system.
4. If you see “No subscription found” or “Can’t verify subscription”
   • This can occur if a previously activated version from another subscription exists on the device.
   • Sign out of the Office apps on the device, close them, then sign back in with the account that has the active Family subscription.
   • If using a work or school account, ensure a license is actually assigned to that account.
5. If the subscription was purchased on Mac via Mac App Store
   • If Office/OneDrive was restored from backup or reinstalled, open the Office app used for the in‑app purchase and use Restore previous purchase in the Get started with Microsoft 365 window.

If the subscription is confirmed as active under the correct Microsoft account and the apps still do not recognize it after signing out/in, check for any service health issues in the Microsoft 365 admin center (if using a work/school subscription) or contact Microsoft support.

References:

• Where can I manage my Microsoft 365 subscription?
• What you can do in the Microsoft 365 apps on mobile devices with a Microsoft 365 subscription
• Troubleshoot Office Mobile for iPhone app errors
• "Can't Verify Subscription" or "No Subscription Found" error messages
• Restore a subscription in OneDrive for iOS
• How do install my Microsoft 365 on my iPad? - Microsoft Q&A
• Family 365 account subscription error - Microsoft Q&A