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 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 and login to your Microsoft Account. Click on the Account link at bottom 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 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 from the retailer you originally purchased from.

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 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 and login to your Microsoft Account. Click "Sign in" at the top of the page. Once you're signed in with your Microsoft Account, click the "Order History" link on the right-hand side of the page.

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 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:
  3. For a 64-bit version operating system, "64-bit Operating System" appears under System Type.
  4. For a 32-bit version operating system, "32-bit Operating System" appears for 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 Microsoft Store, please go to returns and exchanges.

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

A: Please go to Tech Support.

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: 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.