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.ca and locating the product of interest or you can contact us directly to help you with the purchase process by contacting us at 1-877-MY-MSSTORE (1-877-696-7786).

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.ca and login 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 login to your Microsoft account you used to make your Microsoft Store purchase before proceeding.

If you made your purchase as a guest, there are two ways to look up your product key:

  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

A: If you purchased your version of Microsoft Office online from another source other than the Microsoft Store site there is a chance you 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 FAQ's and additional support options by selecting the Microsoft Product of interest under the Solution Centers section. Upon reaching the Solution Center page for the product of interest you can then review existing FAQ's, forums or you can click on Contact a support professional by E-mail, 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 at 1-800-360-7561, Monday through Friday, 5:00 A.M. to 7:00 P.M. Pacific Time.

If you need additional assistance, please feel free to contact us at 1-877-MY-MSSTORE (1-877-696-7786).

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.ca and login 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 login to your Microsoft account you used to make your Microsoft Store purchase before proceeding.

A: If you made your purchase as a guest, 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

If you saw a message noting that your order may take up to 24 hours to process upon completion of the ordering process on line 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 at 1-877-MY-MSSTORE (1-877-696-7786).

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 1-877-MY-MSSTORE (1-877-696-7786).

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

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:

  1. Click Start, right-click Computer, and then click Properties.
  2. 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.

Q: How do I get 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 through the www.microsoftstore.ca.

  • Dial 1-877-MY-MS-STORE (1-877-696-7786)

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.

Retail Store Locations

Q: I purchased a PC from Microsoft Store. How do I get technical support for Microsoft Signature?

A: To learn more about Microsoft Signature Premium, set up a new account, activate your membership or get additional assistance, please visit http://signature.microsoft.com.

Q: How do I get help on my PC I purchased with Microsoft Signature?

A:To learn more about Microsoft Signature Premium, set up a new account, activate your membership or get additional assistance, please visit http://signature.microsoft.com.

Q: How do I get my PC loaded with Microsoft Signature repaired?

A: Please go to PC Repair.

Q: Where can I purchase Windows 8 backup media?

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

Q: How can I delete my payment information?

A: Payment information is saved in your Microsoft account. To update or delete your payment details, go to https://commerce.microsoft.com/PaymentHub/ and visit the Payment Options page.

Q: I'm having a problem when I try to download, install, or, activate Office 365 Home Premium subscription or Office 2013.

A: Click here for help with downloading, installing, or activating Office.

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 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: 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 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.

Q: How do I get help for orders placed as a guest?

A: Note guest checkout is no longer supported on this site.

If you made your purchase as a guest, 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

Contact us for help with your guest order.

 
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