bought office but can't install

Question

I bought office 2 days ago and when I try to install it - it says it cannot find the subscriber. it asks for a product code which I was only given an order number on the receipt from my credit card

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Moved from: Microsoft 365 Insider | Install, activate, and update | Windows

Answer 1

Hello LA Kondek,

Thank you for reaching out in Microsoft Q&A forum.

I understand how confusing this is, especially when you’ve already paid but are being asked for a product code you never received.

For Microsoft 365 / Office subscriptions purchased directly from Microsoft, you do not get a product key. The order number on your credit card receipt is not a product key, and it cannot be used to activate Office. Your license is automatically linked to the Microsoft account used at purchase, not to a code.

To install Office, sign in at account.microsoft.com/services or setup.com using the same Microsoft account that was used to buy Office. If the subscription appears there, you can install Office directly without entering any product key.

Or visit this link and follow the prompts: Download, install, or reinstall Microsoft 365 or Office 2024 on a PC or Mac

If Office does not appear under Services & subscriptions, or you see messages like “cannot find the subscriber”, contact Microsoft Support > type Activation issue > click Get Help > choose Microsoft 365 and Office > choose Activate products > choose Chat/Call with support agent

Hope this helps

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Answer 2

If you are having trouble installing Office and it is asking for a product code, it is likely that the product code is different from the order number you received. Here are some steps you can take to resolve the issue:

1. Check Your Email: Look for an email from Microsoft or the retailer where you purchased Office. This email may contain the product key or instructions on how to access it.
2. Sign in to Your Microsoft Account: Go to Microsoft Account Services and sign in with the account you used to purchase Office. You should see your Office subscription listed there, and you may be able to download it directly from that page.
3. Contact Support: If you cannot find the product key or if the issue persists, consider reaching out to Microsoft Support for assistance. They can help you verify your purchase and provide the necessary product key.

Make sure you have your order number handy when contacting support, as it may help them locate your purchase more quickly.

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References:

• How can I install Home Office 2024 with my Microsoft Account with your directions. - Microsoft Q&A
• How to download Microsoft office (not 365) to MacOS Venture 13.7.8 - Microsoft Q&A