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I recently bought a new laptop, and it was clearly mentioned before the purchase and even on the Asus website that I would be getting Office Home and Student 2021 included with it. However, even after clicking on the option to claim Office Home and Student 2021 on my microsoft account - which already had the 2016 version - the claim is not recognized by microsoft. Why is that ??
Processes in Microsoft 365 for setting up Office apps, redeeming product keys, and activating licenses.
Answer recommended by moderator
This issue is now resolved.
I was helped remotely by microsoft support on this.
If anyone is facing the same issue, please go through the above link.
Thanks for the follow-up. I'm glad you got it sorted.
Asus support has a description of the steps in the article at https://www.asus.com/support/faq/1044988/ . Did you try those steps?
Yeah, I tried it with powerpoint when i first opened it after bringing the laptop home.
It just automatically detected Office 2016, that "You've got office" page didn't come up with the indication of Office home and student 2021 in the next step. And Office 2016 got setup automatically. Office 2021 is showing up in the microsoft store to claim though, although clicking on that button is not redeeming the Office 2021 that should have been included with this pc.
Thanks for replying back.
Office Home & Student 2021 that comes “included with this PC” is a one-time, device‑tied license that must be activated specifically for the new device. The Microsoft account already has an older, also one‑time, Office Home & Student 2016 license associated with it. When signing in, the activation flow is detecting the existing 2016 license on the account and offering that product instead of binding the new 2021 license from the OEM offer.
For OEM (pre‑installed) Office, the correct entitlement is created only when the preinstalled Office on the new PC is activated using the “Try, buy, or activate Office that’s pre‑installed on a new PC” flow. If that activation does not complete correctly, or if a different perpetual license (like the 2016 one) is chosen, the 2021 license is never associated with the account, so Microsoft services only “see” Office 2016.
To resolve this, Office on the new PC must be activated as the pre‑installed OEM copy rather than reusing the 2016 license. If the claim button in the OEM experience continues to map only to Office 2016, the OEM (Asus) or Microsoft Support must correct the entitlement so that Office Home & Student 2021 is properly added to the account and then activated on the device.
References:
and how to contact microsoft support, i have already reached out to asus support for this issue.
i hope this is the most i need to do regarding this, and i also hope that the microsoft support is going to take a look at this post/ticket/request/complain - here on this page itself.