Frequently asked questions

Q: My trial version of office has or is about to expire and I need to purchase the actual product.

A: You can purchase the product you need by doing so directly on www.microsoftstore.com and locating the product of interest, or you can contact us directly to help you with the purchase process by contacting us on 1800 267 785.

Q: I'm looking for my Product Key from a recent purchase made for my downloaded version of Microsoft Office product.

A: If you purchased your product off the Microsoft Store Site or with a Microsoft Store Representative over the phone, you will be able to go to www.microsoftstore.com and log in to your Microsoft account. Click on the Account link at top of the page. Review your Order History for the product you purchased, and if it was a downloaded purchase item, you will see the product key associated with item. You may be asked to log in to your Microsoft account you used to make your Microsoft Store purchase before proceeding.

A: If you purchased your version of Microsoft Office online from another source other than the Microsoft Store site there is a chance you may need to obtain your product key information at the following location.

  • Check your email for a confirmation order email that will contain your product key as part of the email sent to you after the order was completed on line.

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: To return products purchased online at Microsoft Store, please call customer service on 1800 267 785.

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.

Q: How do I install Office?

A: You will take different steps to install Office depending on which version of Office you have purchased.

If you have purchased Office 365 Home, Personal or University, follow these steps to install Office:

  • 1. Visit www.office.com/myaccount on the PC or Mac that you want to install Office on, and sign in with the Microsoft account that you used to purchase the subscription.
  • 2. Click Install. If a dialogue box pops up, click Run to start the installation.
  • 3. 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.

Note: On Windows 7 and higher or Mac OS X 10.6 and higher, an Internet connection and available installs are required. If you don’t have any installs left, you can deactivate one. You do not need a product key to install Office 365 Home, Personal or University.  Office was automatically activated upon purchase. Current Office versions included in Office 365 are Office 2013 for Windows, Office 2016 for Mac OS X 10.10 or higher, and Office 2011 for older versions of OS X.


If you have purchased Office Home & Student 2013, Home & Business 2013, Professional 2013, Office for Mac Home & Student 2011 or Office for Mac Home & Business 2011:

  • 1. Sign In to your Microsoft account. Once logged in, you will be on your Microsoft Store Online account page.
  • 2. You will see the Office product you have purchased. Click the “Install/Manage” button.
  • 3. 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.

Note: An Internet connection is required for installation and activation. You will not need to enter your product key.  Office will be automatically activated when you click Install/Manage.

For more information, visit Office Frequently Asked Questions or Office system requirements.

If you run into problems installing Office, visit download, install and setup Office.

If you need help with download, installation or activation of your purchase, contact us. We'll provide free support to help get you up and running.