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Unable to Redeem Microsoft 365 After Google Play Purchase

Laurence S 0 Reputation points
2025-12-05T21:43:56.9933333+00:00

Hi, I purchased Microsoft 365 Basic to increase my Hotmail email storage but each time I get the prompt to redeem, I keep getting an error message "Something went wrong when redeemingyour subscription". I even went as far as deleting a huge 15GB folder to clear space. Please help! Nothing seems to work. I did recent update my credit card information on Google Play, but that should not have any issue. Thank you.Screenshot_20251203_212638_Outlook.jpg

Microsoft 365 and Office | Subscription, account, billing | For home | Android
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  1. Zoevi-V 2,400 Reputation points Microsoft External Staff Moderator
    2025-12-06T04:05:40.9533333+00:00

    Hi Laurence S,

    Thank you for reaching out to Microsoft Q&A Forum and I'm sorry to hear you're experiencing issues redeeming your Microsoft 365 Basic subscription.

    Based on your description, it sounds like the subscription hasn’t been properly registered with your Microsoft account yet. Here are a few steps that may help resolve the issue:

    • Clear App Cache: Try clearing the cache of the Microsoft app you're using or uninstall and reinstall it to ensure a fresh start.
    • Use an Android Device: Make sure you open the Microsoft 365 app (such as Outlook or OneDrive) on an Android device within the 3-day window mentioned in the email. This step is crucial to link the subscription to your account.
    • Sign In with the Correct Account: Confirm that you're signed in with the same Microsoft account associated with your Hotmail email when accessing the app.

    I hope these resources help resolve your situation. Please don’t hesitate to reach out again if you need further assistance.

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