Installed Microsoft Office Business 2024, pulling code 2002 & 9hehw signing into Outlook

Question

Originally I had Microsoft Office Home 2019, it forced upgrade but would not load emails in my outlook application, the emails were coming on web though. I upgraded and I am still pulling the 2002 code. I cleared my cache as many support tickets recommend and now I am pulling code 9hehw. I have a Mac running Sequoia. I have no also run the Liscence removal tool for the 2019 license and while Excel recognizes my microsoft login, Outlook does not.

Answer 1

Hi @rachelnelson,

Welcome to Microsoft Q&A, and thank you very much for reaching out.

Based on your description, from my research, error 9hehw is commonly related to an authentication issue in Outlook for Mac. Since you mentioned that you have cleared Outlook cache, may I know if you have cleared the Outlook and Office credentials stored in Keychain Access?

Also, to ensure that I understand correctly, may I verify that you have run Office license removal tool when upgrade to Office business 2024?

If you haven't clear Office credentials stored in Keychain Access, you can do this by opening Keychain Access, searching for entries related to Outlook, Office, and Microsoft. Then right click and remove only the items that are clearly associated with Office or Outlook sign‑in.

After that, restart your Mac and try signing in to Outlook again.

For reference: Delete a keychain in Keychain Access on Mac - Apple Support

Regarding a refund for Office Home 2024, please note that this forum provides peer‑to‑peer support only from community member and forum moderator and not a replacement for Microsoft Support. I and other member do not have access to your Microsoft account and unable to process refunds on your behalf. I can only share information based on publicly available documentation and resources.

That said, I found an external article that provides guidance on how to request a refund for Office Home 2024. You may review it to see if it helps you further.

Note: This information is provided as a convenience to you. These sites are not controlled by Microsoft, and Microsoft cannot make any representations regarding the quality, safety, or suitability of any software or information found there. Please ensure that you fully understand the risks before using any suggestions from the above links.

I hope this helps.

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Answer 2

It seems you are experiencing issues with Outlook not loading emails after upgrading from Microsoft Office Home 2019 to Microsoft Office Business 2024 on your Mac. The error codes you mentioned (2002 and 9hehw) indicate problems with the application that may relate to account authentication or configuration issues.

Here are some steps you can try to resolve the issue:

1. Reset the Sign-in State: If you are using the New Outlook, go to Outlook Settings > Accounts, remove your account, restart Outlook, and then add it back. For Classic Outlook, go to Outlook > Tools > Accounts, select your account, and reset it.
2. Clear Office Sign-in Items: Quit all Office applications, open Keychain Access, and search for any entries related to Microsoft, Office, or Outlook. Remove these entries and restart Outlook to sign in again.
3. Check for Updates: Ensure that your Office applications are up to date. Go to Help > Check for Updates to ensure you have the latest version.
4. Use a Different Browser for Verification: If you are having trouble with account verification, try using a private/incognito window in Safari or Chrome to see if the issue persists.
5. Reinstall Office: If the above steps do not work, consider uninstalling Office completely and then reinstalling it to ensure a clean setup.

If these steps do not resolve the issue, you may need to reach out to Microsoft support for further assistance.

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References:

• Having problems getting text codes to confirm my account - Microsoft Q&A
• Microsoft Office apps for Mac quit unexpectedly - Microsoft Q&A