Hi David,
To better help you with this issue, I’d like to confirm the following information:
1. Have you assigned the Office Pro Plus license to the Office 365 account? Below is a related article:
2. If you have assigned license but the issue persists, please provide us with the problematic user account. To protect your privacy, I will send a private message to you for requesting the custom domain. To respond to the private message:
- Please go to Your details section on the right side of the community site.
- Click Private messages.
- Click the subject title and respond to it.
Best regards,
Rachel Zhang