Office 365 trial asking for activation so I put in the details I know are correct and it now shows a box saying there is already a licence.

Question

Purchased a new laptop and it came with a pre installed trail of office 365, I set up the free trail, after a day the programs started to run with error messages whilst using them so I run a repair which seemed to fix the problem for a while. then whilst starting up excel or word it would ask for me to activate and type in email and password, which I did but it kept rejecting them saying it does not match the email( I wasn't sure what email i had used as I have a work email) so I tried my other account and it said it again, I uninstalled office 365 and then re installed the free trail as its on the laptop already and only used the free trail for a week previous. Now when I run the software its asking for activation so I put in the details I know are correct and it now shows a box saying there is already a licence on the laptop and cant continue!!!! I really give up, what can I do? I need office for work! 

Original Title: activate 365.

Answer 1

Hi,

I have done everything suggested in the link above, even creating a new Microsoft account and logging in using that and still the same!!

Other than taking the laptop back as its not fit for the purpose intended, what else is there to try as I am going round in circles!

Clearly the free trail only lasts a week as I've seen in feeds and ones you have shared with me, I think  even purchasing office 365 I will have the same problem with licensing on this laptop so why waste money again! already done that purchasing this laptop.

Please give me something conclusive.

Answer 2

Hi,

Thanks for your response.

You may refer to the suggestions from the thread which discusses the same and see if it helps.

http://answers.microsoft.com/en-us/office/forum/office\_365hp-office\_install/free-installation-issue-microsoft-couldnt-install/7c759551-1b95-4067-ba35-4aa03c36133f

Hope it helps. Try the suggestions and let us know the result at your earliest convenience.

Thank you.

Answer 3

Hi prabhavathi,

I used the link you provided completing both option 1 no success and then 2  with no success!

when I open office, it asks for activation, when I enter the correct email and password the following box appears: 'Microsoft Office couldnt install the license beacause another promotional license was previously installed on this computer' it then gives me the option to 'buy' or 'cancel'. Then office is no long able to work as all are under 'unlicensed programs'.

After reading peoples posts on here a few people have had this issue, so with my laptop being new and not having much apps and documents on yet I decided to put it back to factory settings with the options of keeping documents as it said the other option was if I was passing on the laptop and as I'm not I chose the first option. After completing the factory settings and setting up the laptop again, I re installed the free trial of office 365 and again the same box come up saying a license previously exists like I mentioned at the start!!

This laptop is less than  weeks, purchased brand new and I'm having issues, the only thing I have installed is the free office 365 and only have saved 4 basic excel documents and worked on them so I don't understand why I am having issues at such an early stage, I thinking I should just return the laptop as I am not happy with this product!!!!

Regards

Linsey

Answer 4

Hi,

We understand how you feel about this issue, let me assist you further.

What is the complete error message?

You may run the fix it from the following article to remove all traces of the Office 365 Trial on the system.

http://support.microsoft.com/kb/2739501

Note: Ensure to save the Fix it file on the desktop and then run the file.

Once the Fix it completes then you may re-install Office 365 Trial and check how it works.

Hope it helps. Try the suggestions and let us know the result at your earliest convenience.

Thank you.