I have a family 365 shared account but I can't use office

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You need to validate that the owner must have an active Microsoft 365 Family or Microsoft 365 Premium subscription. These Plans are the only plans that can be shared. Next, is check under Microsoft account dashboard → Services & subscriptions and verify that the subscription is active and that sharing is enabled.

This will determine if sharing will work or not, if one failed It cannot be shared. Let me know once you've validate the status of the shared plan.

Use the following checks and steps to resolve this:

1. Confirm the subscription type and sharing
   • The owner must have an active Microsoft 365 Family or Microsoft 365 Premium subscription. Only these can be shared; Basic and Personal cannot be shared.
   • The owner should sign in to their Microsoft account dashboard → Services & subscriptions and verify that the subscription is active and that sharing is enabled.
   • The owner can share only with up to five other people. If there are already five people, no additional shares are available.
2. Verify that the sharing invitation is correctly completed
   • The owner must share the subscription with the correct email address and the invite must be accepted.
   • If the invitation email was not received, the owner should:
     1. Check that the correct email address was used.
     2. Ask to check the junk/spam folder for a message with “Microsoft 365” in the subject.
   • After accepting the invitation, the invitee is automatically added to the owner’s Microsoft family group. If already in another family group, that group must be left before the invitation can be accepted.
3. Confirm that the account used in Office is the shared one
   • On the device where Excel/Word show “no subscription”, open Excel or Word.
   • Go to File → Account.
   • Under User Information and Product Information, sign out of all accounts.
   • Close all Office apps.
   • Reopen Excel/Word and sign in using the same Microsoft account that accepted the Family/Premium sharing invitation (the account that appears in the owner’s family group and shared-subscription list).
   • If a “Product deactivated” or similar banner appears, select Sign in there and again use the shared account.
4. Check common sharing blockers
   • If Share subscription does not appear for the owner on the Subscriptions page, then it is not a Family/Premium subscription and cannot be shared.
   • If the invitee is already part of another shared subscription or another family group, they must leave that first, then accept the new invitation.
   • If the owner’s subscription has expired or was canceled, all shared users will lose access until it is renewed and re-shared if needed.

If, after these steps, Excel/Word still report no subscription, the owner should remove you from sharing and then re-share the subscription, and you should accept the new invitation and repeat the sign-in steps above.

References:

• Learn more about sharing your Microsoft 365 Family or Premium subscription
• Troubleshoot sharing a Microsoft 365 subscription
• Someone invited you to share their Microsoft 365 subscription
• Share your Microsoft 365 Family or Premium subscription
• A subscription notice appears when I open a Microsoft 365 application