Frequently asked questions

Q: I have questions about Microsoft Office.

A: Microsoft Office FAQ

Guest Checkout

Q: How do I make a purchase as a guest?

A: Once you’ve selected "checkout" in cart, you’ll have the option to complete your purchase as a guest or with a Microsoft account.

Note: Please review billing and shipping information before final purchase. You won't be able to edit this information after purchase is complete.

 

Q: Why does Microsoft need my email address for guest checkout?

Microsoft sends guest order confirmation and other order-related information to your email address.

 

Q: What can I buy as a guest?

A: You can buy most products. But you can’t buy subscription-based products, products that require academic verification, or products eligible for Bing Rewards with a guest checkout. For those products, you’ll need to sign in with a Microsoft account.

 

Q: How do I track my guest order?

A: There are two ways to look up and track your order:
1. Open your order confirmation email and click the link
2. Go directly to My orders

To retrieve your order information:
1. Fill in your order number
2. Enter email address you used to make your guest purchase

 You should have access to your order or return history and purchase downloads.

 

Q: How do I download Office 2016 purchased as a guest?

A: You need a Microsoft account to download and install your Office 2016 purchase.

If you do not have a Microsoft account:

1. Go to My orders
2. Copy your Product Key and click on Install/Manage
3. Sign up for a Microsoft account
4. Once your account is setup, enter your Product Key
5. Follow the onscreen instructions to install Office. Office will install in the background. You may start using Office programs during the installation. Please do not go offline or restart your computer while Office is installing.

If you have a Microsoft account:

1. Go to My orders
2. Sign in with your existing Microsoft account
3. Click on Install/Manage
4. Follow the installation wizard instructions to finish installing Office. Office will install in the background. You may start using Office programs during the installation. Please do not go offline or restart your computer while Office is installing.

Q: How do I download software purchased as a guest?

A: There are two ways to download software:
Confirmation email
1. Open order confirmation email and click Download now
2. Follow prompts

My orders
1. Enter order number and email used to make guest purchase
2. Under Order History, select Download under purchased software
3. Follow prompts

 

Q: Can I get a refund on a guest purchase?

A: Yes. To get a refund, you’ll need your order number and the email address you used to make your guest purchase. Or Contact us for help with your refund.

 

Q: What if my guest order number doesn’t work?

A: Contact us for help with your order number.

 

Q: Can I transfer my guest purchase to a Microsoft account?

A: No, but you can view your guest purchases:
1. Go to My orders
2. Under Find your order, enter order number and email address used to make purchase

Note: You need to log out of a Microsoft account to view orders purchased as a guest.

 

Q: How do I cancel an order?

Contact us for help cancelling a guest order.

Q: I have a question about how to use my Microsoft Product or trouble I'm having installing a Microsoft Product.

A: If you have questions or some challenges with using or installing your Microsoft Product, we recommend starting at the following Microsoft Help and Support site http://support.microsoft.com/. Here you will find FAQs and additional support options by selecting the Microsoft Product of interest under the Solution Centres section. Upon reaching the Solution Centre page for the product of interest, you can then review existing FAQs, forums or you can click on Contact a support professional by Email, Online or Phone at the top right of each page and you will be presented with the proper support channels available to you for the product in question.

Q: I need a disc copy of my downloaded copy for my Microsoft Product.

A: To obtain a replacement disc for a Microsoft Product you can contact the Microsoft Supplemental Parts Department. For a minimal fee, the Microsoft Supplemental Parts Department will be able to send a replacement disc to you.

You can contact the Microsoft Supplemental Parts Department on 132058, Monday through Friday, 9:00 to 19:00.

If you need additional assistance, please feel free to contact us on 1800 267 785.

Q: I have not yet received my email confirmation invoice after purchasing my Microsoft Store product.

A: Please be sure you have looked in your inbox and your junk mail folder as a first step for the email confirmation for the account you used to place your purchase. You can go to www.microsoftstore.com and log in to your Microsoft account. Click on the Account link at the top of the page. Review your Order History for the product and review the status of your order at this location. You may be asked to log in to your Microsoft account you used to make your Microsoft Store purchase before proceeding.

If you saw a message noting that your order may take up to 24 hours to process upon completion of the ordering process online or in your purchase history your order was showing a status of pending, please review the following.

In order to ensure quality, your order is being reviewed by our Order Verification Team.

If you need additional assistance, please feel free to contact a Microsoft Store Representative on 1800 267 785.

Q: I'm having trouble downloading my product after purchasing on Microsoft Store.

A: You can start by reviewing the information at Microsoft Store Help under the Software Downloads or Download Manager sections for details around downloading your product.

If you need additional assistance, please feel free to contact Microsoft Store at 1800 267 785.

Q: How do I install Windows 10?

A: Learn more

Q: How can I view the status of my order?

A: Please go to Tracking Your Order.

Q: How do I return a product I purchased at the Microsoft Store?

A: If you purchased your product online through the Microsoft Store, just visit returns and exchanges.

To return products purchased at a Microsoft Store retail location, please visit the store where the original transaction took place or contact the retail store location via phone for assistance.

Q: Why can’t I use my current email address to sign up for a Microsoft Account?

A: Unfortunately some email addresses (eg. bigpond.com) cannot be used to create your Microsoft Account due to restrictions imposed by the domain. If you receive this error message when trying to sign up, you will have to use a different email address. You can always create a new address if required. We apologise for any inconvenience this may cause.

Q: Do your products come with warranties?

A: Many hardware products on Microsoft Store come with manufacturer warranties. For some products, you may be able to purchase an optional extended service plan or accidental damage plan for an additional fee. Please see the product pages for details specific to each product. Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure. Goods presented for repair may be replaced by refurbished goods of the same type rather than being replaced. Refurbished parts may be used to repair the goods. Microsoft will bear the expense of claiming under the warranty. For additional information, see About Consumer Warranties and Statutory Rights. Should you have an issue with your Microsoft product and for claims, please contact Sales and Support or Microsoft Pty Ltd at 1 Epping Road, North Ryde NSW 2113 Australia or 1-800-267-785.

 
Talk to an expert