Frequently asked questions

Microsoft Office Questions

Q: Where can I find more information about Office 365?

A: Click here for more information about Office 365 subscriptions and renewing.

Q: How do I install Office?

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

If you 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 dialog 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: 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 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 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.


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 from backup 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 go here 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 at 1-877-696-7786 if you need help with your purchase.

Q: How do I install Windows 10?

A: Learn more

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

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

Note: Be sure to review billing and shipping information before final purchase. You will not be able to edit this information after purchase is complete.

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

A: 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 within
  2. Or, 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 2013 purchased as a guest?

A: You need a Microsoft account to download and install your Office 2013 purchase.

  1. Copy your Product Key from purchase confirmation email or from My orders
  2. Click on Install/Manage
  3. Sign up for a Microsoft account and fill in all required fields
  4. Once your account is setup, enter your Product Key
  5. Next enter your Country/Region and Language
  6. You’re ready to install Office 2013

Already have a Microsoft account?

  1. Go to My orders
  2. Sign in with your existing Microsoft account
  3. Click on Install/Manage
  4. Office 2013 is ready to install.

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

A: There’s two ways to download software:

Confirmation email
  1. Open order confirmation email and hit 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 your 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 you 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?

A: Contact us for help cancelling a guest order.

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 1-877-696-7786.

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 at 1-877-696-7786 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 at 1-800-360-7561, Monday through Friday, 5:00 A.M. to 7:00 P.M. Pacific Time.

Feel free to contact us at 1-877-696-7786 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 1-877-696-7786, 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 at 1-877-696-7786.

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.

 

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