Windows 11 pro computer thinks it is windows 10 under Microsoft 365

Hello Alan Kirby,

Welcome to Microsoft Q&A forum.

Before we proceed, may I have a photo of the situation and the error to check for you? The part of "Windows 11 think it is Windows 10 seems to vague, Please remember to remove all personal information before posting.

Please note that this is a user-to-user support forum. Moderators, contributors including external Microsoft employees cannot directly intervene in Microsoft product features or access back-end systems. Our role is limited to providing technical guidance on reported issues, requests, or ideas. I'll do my best to help you with any issues that is Windows related. However, for more information on your account and subscriptions, please contact Microsoft Support. Thank you for your understanding.

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• Now click Get help, and Select Contact Support or Sign in to contact support below. 
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• On the Category tab, choose Billing and Account Profile questions 
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I'm waiting for your reply.

Follow these steps to resolve a Microsoft 365 subscription not renewing correctly when the device is reported as Windows 10 instead of Windows 11:

1. Confirm Windows version on the device
   • On the Windows 11 Pro PC, open Settings > System > About and verify that Edition shows Windows 11 Pro.
   • This confirms the OS itself is correct; the issue is with how the subscription or service is recognizing the device, not the installed Windows version.
2. Check Windows support status and impact on Microsoft 365
   • Microsoft 365 Apps continue to work on Windows 10, but support and updates depend on the Windows version.
   • Support for Windows 10 ended on October 14, 2025. Security updates for Microsoft 365 on Windows 10 continue until October 10, 2028, and feature updates continue only until the dates listed for each update channel.
   • If the subscription portal or service is treating the device as Windows 10 and blocking renewal or updates, the account state needs to be corrected rather than the OS itself.
3. Verify Microsoft 365 subscription status
   • Go to the Microsoft account, Payment & billing page: https://account.microsoft.com/services/office/billing.
   • Sign in with the same Microsoft account used on the Windows 11 Pro PC.
   • Under the Microsoft 365 subscription, confirm:
     • Status is Active (not expired).
     • If it shows Has recurring billing, verify the next charge date.
     • If it shows Expires on [date], renew the subscription if needed.
   • If the subscription is active but renewal or install options are blocked, this confirms an account/service-side issue.
4. Address subscription notices in Office apps
   • If Word, Excel, or other apps show a buy/renew/reactivate banner, follow the in-app prompts to sign in with the correct Microsoft account and reactivate.
   • If the subscription is active but the banner persists, sign out of all Office apps on the device, then sign back in with the correct account.
5. If renewal still fails or the portal still misidentifies the device
   • When the subscription is active but the Install or renewal functions do not work as expected, the guidance is to contact Microsoft Support directly.
   • Use the Install section guidance: if the subscription is active and the Install button or renewal path is not working, contact support using the link provided on the subscription/billing page.
6. When to escalate
   • Escalate to Microsoft Support if any of the following are true:
     • The subscription shows as Active, but renewal or install is blocked.
     • The device list in the account portal shows incorrect OS information that affects subscription usage.
     • Subscription notices continue after confirming the subscription is active and signing out/in of Office apps.

These steps ensure the Microsoft 365 subscription is correctly recognized and renewed regardless of how the device OS is labeled in the account view. If the account portal or subscription backend is misclassifying the device in a way that blocks renewal, only Microsoft Support can correct that account data.

References:

• What Windows end of support means for Office and Microsoft 365
• Problems renewing a Microsoft 365 subscription
• A subscription notice appears when I open a Microsoft 365 application