My Word app has stopped working

Thank you, the problem is we don't know which Microsoft type email address was used

The Word apps show “needs activation” and won’t activate when Office can’t verify a valid, licensed account. Use these steps to get back to a working, licensed state.

1. Confirm the correct account

• Open any Office app (Word, Excel, etc.).
• If prompted to sign in, enter the same email account that was originally used to buy or subscribe to Microsoft 365/Office.
• If the wrong account is used, Office shows a message like “We couldn’t find any Office products.” In that case, try any other email address that might have been used when the charity first set up Office.

2. Check for “Unlicensed Product” messages

• If the title bar of Word or other apps shows Unlicensed Product or Non-commercial use / Unlicensed Product, activation has failed and most features are disabled.
• Activation must succeed with a valid account before Word will work normally again.

3. Run an Online Repair of Office If activation prompts keep looping or Word will not open correctly, repair the Office installation:

• Close all Office apps.
• On the Mac or PC where Office is installed, go to the system’s apps/settings list and locate Microsoft Office.
• Choose Modify (or equivalent) and select Online Repair, then start the repair.
• When repair finishes, open Word again and sign in with the correct account used to purchase or assign the license.

4. If repair does not help, reinstall Office If Online Repair does not resolve the issue:

• Uninstall Office from the device.
• Restart the device (a full restart, not just shutdown on some PCs).
• Sign in to the Microsoft account that owns the Office subscription and reinstall Office from there.
• After reinstall, open Word and sign in when prompted.

5. If activation still fails, contact Microsoft Office Support If none of the above steps work, direct assistance from Microsoft Support is required:

• For Microsoft 365 for home or small organizations using personal accounts, use the Get Help app or browser to contact support.
• For Microsoft 365 for business (if the charity has a business subscription), an admin can sign in to the Microsoft 365 admin center, go to Support > Help and support, enter the problem, and choose Contact support.

Because the charity is stuck in online flows and cannot work, contacting Office Support directly is the fastest way to have an agent check the subscription, the correct account, and help complete activation.

References:

• Unlicensed Product and activation errors in Office
• Contact Microsoft Office Support
• How can I get office 365 to work? - Microsoft Q&A