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I purchased a new HP Windows 11 PC about 3 months ago along with Office 2024 Perpetual License. After 1 month, I started to get messages that the Keyboard Driver was outdated. Researching the issue led me to believe that the Driver message was not valid and was related to a known issue with Norton Utilities. After 2 days, the computer crashed. At power up, the computer loaded the Blue Screen Automatic Repair routine. At that point, there was no response to mouse input nor keyboard input. There was no way to continue at that point. I tried to research this issue but, found nothing that worked for my case. I then took the PC to a repair shop. They eventually were able to restore the computer, but with a new Windows installation. I called HP customer support which talked me through restoring my PC to out of the box condition (software wise). In the course of all the troubleshooting, I got locked out of my Microsoft Account (which I used to originally install Office 2024. The HP Support Tech told me that I would have to use a different e-mail address to start using the PC. I'm now trying to re-install Office 2024 to the same PC, but because I have to use a different Microsoft Account, it won't let me download and install it. What needs to be done.
Processes in Microsoft 365 for setting up Office apps, redeeming product keys, and activating licenses.
I just purchased the license on July 30, 2025. I went to www.office.com/setup as instructed, logged in and followed the directions. I entered the Product Key and clicked next. The response was "This Product Key was redeemed by ""my old Microsoft account address"" on August 4, 2025 (109 days ago)"".
How do I bypass the issue of original installation using a now LOCKED Account?
Calling me would be fine.
I'm new to this, so I'm not sure if my comments are going through. I submitted an Account Recovery Form 2 weeks ago and it was denied. Would it make any sense to resubmit a second form? Early on I received an e-mail that my account would be locked for 30 days.
How/when can I interact with someone that can actually make changes so I can log into my original account. This raises a new question:
I have tried that. When I get to the part where it wants me to enter my product key, it won't let me go any further. It says that it was installed to another account.
Answer recommended by moderator
I was finally able to get this resolved using the Microsoft Customer Service Chat. How do I end this thread? Do I just quit responding? Or what?
I'm glad you got it sorted. I'll just mark your reply as a Recommended Answer. That tells other users that your reply contains a helpful solution.
P.S. You can mark any of the preceding Answers as Accepted, if you feel that they helped you. You are not obliged to Accept any of the Answers, obviously. Only do it if they were truly helpful.
Hi Joe,
Thank you for responding. If you have attempted to recover your Microsoft account multiple times but were unsuccessful due to insufficient information, please get in touch with Microsoft Support for further assistance. Be sure to include the details of your recovery attempts, especially if your requests were denied despite providing accurate information.
Click on this page Contact - Microsoft Support
https://support.microsoft.com/en-us/home/contact
Please follow the steps below to contact Microsoft Online Support.
Go to the Microsoft Support page and search for “account locked.”
Scroll down and click “Sign in to contact Support.”
Sign in using a different personal Microsoft account.
Under Products & Services, choose “Other Products.”
Under Categories, select “Manage account security” and click Confirm.
Click “Chat with a support agent in your web browser” to start a live chat.
I hope you find this information helpful. Please let us know if you have any further questions If the answer is helpful, please click "Accept Answer".
Best regards,
Jansher
Hi Joe,
Thank you for posting, I am here to help. Contact Microsoft Support. If you need someone else to assume sharing ownership of a Microsoft 365 Family subscription, you must wait for the current subscription period to expire and then purchase a new subscription using the new account.
If your account is locked and you still want to use the old account you need to recover you account. Use The account recovery process. This will requires you to prove ownership by answering a few questions that only the account owner can answer.
If you are unable to provide sufficient answers to be verified, the system won't grant you access. I will suggest you keep trying with Account Recovery Form as it is the only way you can restore access to your account.
You can submit Account Recovery Form up to two times per day using a device you have used to access your account before and from a similar location. Do this if you find more information or remember something else about your account that will help.
The recovery form is available at
https://account.live.com/acsr
Helpful tips:
Answer as many questions as possible. If you’re not sure, guessing is ok — wrong answers don’t count against you.
Use the information you created when you created your account or when it was last updated.
Submit the information from a computer that you use regularly.
For more details you can check this article:
Help with the Microsoft account recovery
I hope you find this information helpful. Please let us know if you have any further questions If the answer is helpful, please click "Accept Answer".
Best regards,
Jansher
Thanks for the response. I've have already submitted a Microsoft Account Recovery Form, and it was denied. During my troubleshooting period, the cell phone text response for identity validation was not working. Some time ago I initiated a 2-step identity validation process using only the e-mail and text message types of validation. Multiple times trying to log into my account is what locked me out. I was able to successfully validate using my e-mail, but the text message validation step came back with the message text message validation is not working.
To reinstall Office 2024 on your new Microsoft account, you can follow these steps:
By following these steps, you should be able to reinstall Office 2024 on your new account without issues.