License & Subscription Issues

Fix Cannot Buy or Switch to Microsoft 365 Family Plan

Camila Milosovich Sep 28, 2026 869 views

Question details

Users are unable to successfully purchase or switch their existing Microsoft 365 Personal plan to a Microsoft 365 Family subscription.

How to Fix Issues When You Cannot Buy or Switch to Microsoft 365 Family

Product: Microsoft 365
Device & OS: not provided
Scenario: Upgrading an existing individual Microsoft Office subscription to a family-sharing plan.
Observed behavior: The checkout process fails or the system prevents the purchase, sometimes displaying error messages when attempting to switch to the Family plan.

Before you start

Ensure you have the login credentials for the Microsoft account currently associated with your active Microsoft 365 Personal subscription.

Solution 1Recommended

Purchase with the Same Microsoft Account

To smoothly transition your remaining Personal subscription time, you must buy the Family plan using the exact same Microsoft account.

When you upgrade using the same account, Microsoft automatically converts your remaining Personal plan duration into Family plan time, ensuring you do not lose any paid time.

Log in to Microsoft

Go to the Microsoft account portal and sign in with the email address linked to your current Microsoft 365 Personal subscription.

Navigate to Subscriptions

Click on the 'Services & subscriptions' tab to verify that your Personal subscription is currently active.

Purchase the Family Plan

Select the option to buy Microsoft 365 Family and complete the checkout process while remaining logged into the same account.

Purchase with the Same Microsoft Account

Automatic Conversion: Your remaining Personal subscription time will be seamlessly converted and added to the new Family plan automatically.

Solution 2

Resolve Checkout Error Messages

If you receive specific errors during purchase, it may be due to payment method issues, browser glitches, or regional restrictions.

Free Microsoft Office alternative

Try WPS Office as a Free Microsoft Alternative

If you are tired of complex subscription tiers and plan-switching errors, WPS Office offers a completely free, highly capable, and lightweight alternative with a familiar user interface.

1. Download the Software: Visit the official WPS Office website and click on the Free Download button.
2. Install WPS Office: Run the downloaded setup file and follow the straightforward on-screen instructions to install the suite.
3. Open Your Files: Launch WPS Office and directly open your existing Microsoft Office documents without formatting loss or compatibility issues.

Highly compatible with Microsoft Word, Excel, and PowerPoint formats.Completely free to use for standard office tasks without any mandatory subscription plans.Lightweight installation that runs smoothly on almost all operating systems.Familiar user interface for seamless and quick migration from Microsoft Office.

microsoft office alternative - wps office

Frequently Asked Questions

What happens to my remaining time when I switch to Microsoft 365 Family?

When you purchase the Family subscription using the same Microsoft account, your remaining time on the Personal plan is automatically converted and added to your new Family plan.

Can I switch plans using a different Microsoft account?

No. If you use a different account, you will simply be buying a brand-new subscription, and the remaining time on your existing Personal plan will not transfer over.

Why is the Microsoft store rejecting my payment during the upgrade?

Payment rejections are usually caused by expired billing information, insufficient funds, or regional discrepancies between your account settings and your current location. Verify your details in the 'Payment options' menu of your Microsoft account.

Login & Account Issues