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This appears to be a question about Microsoft 365 Personal. If it is, only one user can use it. You need to have Microsoft 365 Family for multiple users. If you do have 365 Family, and it doesn't work, then your best bet is to contact Microsoft support.
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![Microsoft - 365 Personal (1 person) (15-month subscription - Auto Renew) - Activation Required - Windows, Mac OS, Apple iOS, Android [Digital]-Front_Standard](https://pisces.bbystatic.com/prescaled/500/500/image2/BestBuy_US/images/products/1008d8e6-efd6-4917-9821-9e2a09d15c20.jpg;maxHeight=100;maxWidth=60)