Frequently asked questions
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.
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.
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 +852 3002 7866, Monday through Friday, 9:00 to 21:00 HKT.
If you need additional assistance, please feel free to contact us on 3071 3709.
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 us.
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 3071 3709.
A: 32- and 64-bits refer to the way a computer's central processor (essentially, its brain) handles information. Computers that contain 64-bit processors handle data in larger blocks, which makes them more efficient. You can't put software designed for a 64-bit system on a 32-bit system, though — it won't work.
To find out what type of system your computer is running:
- Click Start, right-click Computer, and then click Properties.
- The operating system appears as follows:
- For a 64-bit version operating system, "64-bit Operating System" appears under System Type.
- For a 32-bit version operating system, "32-bit Operating System" appears under System Type.
A: To return products purchased through the www.microsoftstore.com.
- Dial 3071 3709
Note: At this time, Microsoft cannot process returns for purchases made at retail locations by phone.
To return products purchased at Microsoft Store retail locations, please visit the store where the original transaction took place or contact the retail store location via phone.