CANNOT FIND A HUMAN TO SPEAK TO ABOUT PURCHASE!!

Question

I have been using the web version of word for my new job for months. It's getting too hectic and I can't always wait for a document to load to review during meetings.

I finally gave in and purchased Word. Went to download, and my computer doesn't have 14.0 or later on software (crazy, this computer isn't that old). I can't download past Tahoe.

There is zero information on who to contact. It said no refunds, but I Microsoft can clearly see I haven't even accessed Word or downloaded it, so surely they'd be willing to refund me so I can try the subscription 365 instead? Also I want to be sure that will work before I fork over more money.

SOMEBODY PLEASE HELP ME! I want to complain that there's no customer support besides robots.

Answer 1

If your Mac can't run the latest macOS update, you may still be able to run an older release of Office. See https://www.brandwares.com/bestpractices/2023/03/most-recent-office-you-can-run-best-practices/ .

Answer 2

For a Mac, both Microsoft 365 subscriptions and Office 2021 (one-time purchase) can be installed, so switching to a Microsoft 365 subscription is a valid option for Word on macOS.

For the existing purchase and refund request, direct contact with Microsoft Support is required; community forums and automated help cannot process refunds or access billing details.

To request help with the purchase and ask for a refund:

1. Go to the Microsoft Store purchase help page and select Get help: this will guide through self-help and then offer chat or a call-back from support if needed.
2. If more help is needed, use the regional phone numbers listed under Customer service phone numbers for home users and choose the country/region to get a phone number to speak with a person.

To contact Microsoft support specifically for Microsoft 365/Office and discuss switching to a subscription:

1. Go to the Microsoft Office Support home page and use Contact Us at the bottom of the page.
2. When prompted, choose the Microsoft 365 & Office (or similar) product category and then a billing/subscription category such as Manage my subscription.
3. Proceed to select Chat with a support agent or a Call me back option where available.

For Microsoft 365 subscription questions and technical support (including confirming that Microsoft 365 for Mac will work on the device):

1. Use the Microsoft 365 Customer Service and Support options for home products. With a Microsoft 365 Personal/Family/Basic/Premium subscription, chat or call-back support is available.
2. If already subscribed or once subscribed, support can help confirm compatibility and assist with installation and activation.

If the goal is to cancel a Microsoft 365 subscription later and request a refund (for example, if it does not meet needs), follow the refund guidance for Microsoft subscriptions:

1. Use the Microsoft subscription refund article to review eligibility and steps.
2. If self-service cancellation and refund options do not appear, select Contact Support in that article to reach an agent, then explain that the product could not be used and that a switch to Microsoft 365 is desired.

For any general Windows/Office download, install, activation, or billing issues as a home user, the Get Help entry point is the primary way to reach a human agent; it can route to chat or call-back support after describing the problem.

---

References:

• What’s the difference between a Microsoft 365 subscription and free web apps
• Microsoft 365 Customer Service and Support
• Contact Microsoft Office Support
• Get help from Microsoft Support Services
• Fixes or workarounds for recent Office issues
• Help with Microsoft Store purchases
• Customer service phone numbers
• How to get a refund on a Microsoft subscription
• Can I speak to someone? -- Billing issues - Microsoft Q&A
• I need to speak with a real person and it seems impossible. - Microsoft Q&A
• SPEAK TO LIVE AGENT - Microsoft Q&A
• I need to talk to someone!! - Microsoft Q&A
• How do I get a live person at Microsoft.? - Microsoft Q&A