Frequently asked questions

Q: How do I download and install Office 2013 or Office 365?

A: To download, install, or setup Office 2013:

1. Sign in with your Microsoft account.
2. In the side menu, click Downloads, Product Keys, and Subscriptions.
3. Find your purchased Office 2013 product and click Install/Manage >Install.

  • Click Additional install options if you want to switch between 32-bit and 64-bit versions.

4. If a dialog box pops up, click Run to start the installation.
5. Follow the installation wizard instructions to finish installing Office.


To download, install, or setup Office 365 Home, Personal, or University:


1. Sign in with your Microsoft account.
2. In the side menu, click Downloads, Product Keys, and Subscriptions.
3. Find your Office 365 subscription and click Manage your subscription >Install.

  • To install a different language version, click Language and install options, select your language, then click Install.
  • To choose between 32-bit and 64-bit versions of Office, click Language and install options >Additional install options.

4. If a dialog box pops up, click Run to start the installation.
5. Follow the installation wizard instructions to finish installing Office.


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.


Q: How do I get a product key for my recently purchased Microsoft Office product?

A: You won’t need a product key to install or reinstall your downloaded version of Microsoft Office. Just sign in to your account page with your Microsoft account and click Install.

However, you will need a product key if you’re reinstalling Office frombackup media. To get a product key for Office on backup media:


1. Sign in with your Microsoft account.
2. In the side menu, click Downloads, Product Keys, and Subscriptions.
3. Find the Office 2013 version that you purchased from the Microsoft Store and the product key will be just above the Install/Manage button.


Note: If you purchased your version of Microsoft Office from another source, you may need to get your product key from that retailer.

You can also visit how to recover or replace lost Microsoft office keys for other options, or you can check the confirmation email that is sent after your order is completed for your product key.


Q: How do I purchase a full version of Microsoft Office when my trial version expires?

A: The easiest way to convert your trial version of Microsoft Office to a full version depends on the type of trial you have:


  • Trial versions of Office that are preloaded on your computer will display a link where you can convert to a full version at the end of your trial period. You can gohere to choose the plan that’s right for you after your trial ends.
  • If you downloaded a trial version online, your trial will convert to an automatically renewing monthly subscription at the end of your trial. We’ll use the payment option you provided when you signed up. You can find out more at the Office trial offer sign up page.

You can always purchase the full versions of Office at Microsoft Store online or you can contact us at0510 69 20 if you need help with your purchase.


Q: How do I download and install Windows 8 or Windows 8.1?

A: You will be prompted to download and install Windows 8.1 after you purchase it. However, if you need to download your product again or the download was interrupted, just follow these steps:To download and install Windows 8.1 from Windows 7:


1. Sign in with your Microsoft account.
2. In the side menu, click Downloads, Product Keys, and Subscriptions.
3. Find your Windows 8.1 purchase, then click Download.
4. If a dialog box pops up, click Run to start the installation.
5. Follow the installation wizard instructions to finish installing Windows 8.1.

To download and install Windows 8 from Windows Vista or XP:

1. Sign in with your Microsoft account.
2. In the side menu, click Downloads, Product Keys, and Subscriptions.
3. Find your Windows 8 purchase, then click Download.
4. If any dialog boxes pop up, just click Run to continue the installation.
5. Follow the installation wizard instructions to finish installing Windows 8.
6. After you install Windows 8, you can install the free update to Windows 8.1.


Q: What's the difference between 32-bit and 64-bit versions of Windows?

A: 32-bit and 64-bit refers to the way a computer’s central processor (essentially, its brain) handles information and the software that can run on that type of computer. You’ll want to check to see what version your computer uses since you can’t put software designed for a 64-bit system on a 32-bit system.

Note: Microsoft Office recommends using the 32-bit version of Office, even for 64-bit hardware. Read more.

To find out what type of system your Windows 8 or Windows 8.1 computer is using:

1. Swipe in from the right edge of the screen and tap Settings >Change PC settings > PC and devices >PC info.(If you're using a mouse: Point to the lower-right corner of the screen, move the mouse pointer up, and then click Settings> Change PC settings > PC and devices >PC info.)
2. System Type will be "64-bit Operating System" if you’re using a 64-bit operating system.
3. System Type will be "32-bit Operating System" if you’re using a 32-bit operating system

To find out what type of system your Windows 7 computer is using:

1. Click Start, right-click Computer, and then clickProperties.
2. System Type will be "64-bit Operating System" if you’re using a 64-bit operating system.
3. System Type will be "32-bit Operating System" if you’re using a 32-bit operating system.


Q: How do I get the status of my order?

A: To get the status of your order:

1. Sign in with your Microsoft account.
2. In the side menu, click Order history.
3. Locate your order, then click Track Package.


Q: What if I haven’t received an invoice or confirmation email for my Microsoft Store purchase?

A: Sometimes your junk mail folder can hide important email by mistake, so please check you junk mail folder for your email invoice if you cannot find it in your inbox.

If you still can’t find your invoice or confirmation email:

1. Sign in with your Microsoft account.
2. In the side menu, click Order history, then look for your purchase details.

Note: If you received a message saying that it may take up to 24 hours to process your order, or if your order is marked as pending in your order history, this means your order is being reviewed by our Order Verification Team for quality assurance. Once your order is reviewed it will be processed or you will be notified if there are any problems with your order.

If you need additional assistance, feel free to contact us at 0510 69 20.


Q: What if I have trouble downloading a product I purchased from Microsoft Store?

A: Just visit our Software downloads page for helpful tips and instructions for downloading products. You can also contact us at0510 69 20 if you need additional assistance.


Q: Where can I get help installing or using my Microsoft product?

A: Just visit http://support.microsoft.com, select the product you need help with, and then select the topic or category that best describes your question or problem.


Q: How do I get a disc copy of my downloaded Microsoft product?

A: You can purchase a Windows backup DVD from our Windows backup media site if you want to install Windows from a disc rather than download it over the internet.

For Office Home and Student 2013, Office Home and Business 2013 or Office Professional 2013, you can go to your account page, click on the Install from a disc option and then choose to purchase a disc or burn a disc.

Note: There are no backup media options for Office 365 Home, Personal, or University.

For other products, you can obtain replacement discs for a minimal fee by contacting the Microsoft Supplemental Parts Department at4502113.

Feel free to contact us at 1800 71 0200 if you need additional assistance.


Q: How do I get support for a PC or tablet with Microsoft Signature purchased from Microsoft Store?

A: Just give us a call at 0510 69 20, select the option for Signature Support, and we’ll be happy to help.


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.

If you purchased your product at a Microsoft Store retail location, please visit the store where the original transaction took place or give us a call at0510 69 20.

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: 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. These commercial warranties are in addition to any consumer rights or guarantees that you may have under law. Please see the product pages for details specific to each product. For additional information, see About Consumer Warranties and Statutory Rights.


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