Licence code redeemed under wrong account

Question

I recently purchased two copies of Office 2019 Pro. They were advertised with the following features:

• Lifetime license for MS Word, Excel, PowerPoint, Outlook, OneNote, Publisher & Access
• One-time purchase installed on 1 Windows PC for use at home or work 

Exactly what I wanted, I thought. This must be the software you install on the computer and not the online apps.

However, during installation, somehow I was forced to accept also Microsoft 365.
Then I learned that the software had been redeemed under my work account instead of my private one.

At no point during purchase or installation did I enter my work e-mail address. I might have been logged into my work e-mail, though. Why is there no warning about this?

I don't need more licenses for work, nor should I be the one paying for them. I wanted them for my private use.

How can this issue be fixed? Microsoft has a long history of entangling these accounts, paying no respect to the fact that people want to keep their work and private accounts separate.

And to add insult to injury, my display name seems to be already taken. Yes, it is taken, by me - but under another account.

Answer 1

Hi Younglecat!

Thank you for your feedback.

Apologies for that, please use this link: https://support.microsoft.com/contactus

Please follow the steps below to avoid being directed to an AI chatbot.

Once you click the support link, > Select Office> Select "Get Home Support" Type or describe the issue in the search bar Click on the "Get Help" button Click the "Contact Support" button at the bottom of the page Select your option under "Product and services" and "Categories" Choose your Support option, preferably select "Chat with a support agent in your web browser" Enter your email address and Confirm your email again

Once you do that, a service request will be open and you will need to exercise patience for the Microsoft Support Agent to chat with you live

Please let me know how it goes with Microsoft Support and if you need any other assistance, I will be more than happy to help further.

Thank you

Best Regards, Shakiru

Answer 2

The link you provided does not work. I get the following error message:

Sorry, the page you’re looking for can’t be found.

You may have clicked an old link or the page may have moved.

Please try browsing from our main page.

Answer 3

Hi Younglecat!

I am Shakiru, an independent advisor and a user like you, and I am glad to be helping you out today.

Please note that this forum is user-to-user support and we do not have permission to access your account and personal information.

In this case, you need to contact the Microsoft support team via http://support.office.com/home/chat,

Please follow the steps below to avoid being directed to an AI chatbot.

Once you click the support link, Type or describe the issue in the search bar Click on the "Get Help" button Click the "Contact Support" button at the bottom of the page Select your option under "Product and services" and "Categories" Choose your Support option, preferably select "Chat with a support agent in your web browser" Enter your email address and Confirm your email again

Once you do that, a service request will be open and you will need to exercise patience for the Microsoft Support Agent to chat with you live

Please let me know how it goes with Microsoft Support and if you need any other assistance, I will be more than happy to help further.

Thank you

Best Regards, Shakiru