Frequently asked questions

Q: I have a question about how to use my Microsoft product or about 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 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.

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 on 0800 444 392, Monday through Friday, 9:00 to 19:00.

If you need additional assistance, please feel free to contact us on 0508 149 421.

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 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 a Microsoft Store Representative on 0508 149 421.

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 0508 149 421.

Q: How do I install Windows 10?

A: Learn more

Q: How can I view the 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 online at Microsoft Store, please call customer service on 0508 149 421.

Q: Why can’t I use my current email address to sign up for a Microsoft Account?

A: Unfortunately some email addresses (eg. cannot be used to create your Microsoft Account due to restrictions imposed by the domain. If you receive this error message when trying to sign up, you will have to use a different email address. You can always create a new address if required. We apologise for any inconvenience this may cause.

Q: I have a question about claiming GST.

A: Please note that the online price quoted on the [Microsoft Online NZ] store is DDP (Delivered Duty Paid), which means that Microsoft pays the import GST for the customer at the time of importation of the device into New Zealand (and not at the time of purchase). Since GST is paid at the time of importation by Microsoft rather than at the time of purchase, it is not possible for GST to be claimed back by customers for products purchased through the store.

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