Processes in Microsoft 365 for setting up Office apps, redeeming product keys, and activating licenses.
Based on reports from a variety of users this may be the better place to seek assistance. In fact, many indicate that they wind up being directed here by the phone system. These Communities exist for the sole purpose of providing unbiased peer-to-peer support for Microsoft product.
If you provide current Version Numbers of macOS & Office along with accurate descriptive details you are quite likely to get the help you need. Post each issue as a separate a Question & include screenshots of the entire document window which illustrate the concern.