"Error Code: TokenNotFound" while redeeming Microsoft 365 Family

Question

I purchased the Microsoft 365 Family annual plan at apple.com, and while trying to redeem the product key, I keep getting the same error:

Error Code: TokenNotFound

Correlation Id: [Removed PII]

Timestamp: 2026-06-08T03:32:58.819Z

I read a similar question in this section earlier and followed the instructions provided by Microsoft; however, it did not work either. Please help.

Answer 1

Hello, thank you for reaching out to Microsoft Q&A.Have you tried redeeming your product key using a different web browser or an incognito/private browsing window, and if so, were you then able to redeem the key successfully?

https://setup.office.com/redeem/enter-key

Also, try clearing your browsing history, cache, and cookies in your web browser, and then redeem the product key again. If the product key is redeemed successfully, you should see the subscription listed under your Microsoft account here. -

https://account.microsoft.com/services

Answer 2

How to contact the Virtual support agent? It's not clear in the AI answer.

Answer 3

Error Code: TokenNotFound indicates that the product key being entered cannot be found or used in the Office.com/setup system, typically because it is not a key type that Office.com/setup can redeem.

From the documented behavior, this error appears when a product key is for a version or channel of Office that is not supported by Office.com/setup. In such cases, the guidance is:

1. Verify that the product key is for a supported Microsoft 365 or Office product that can be redeemed at Office.com/setup or Microsoft365.com/setup.
2. If the key is for a product that is not supported by Office.com/setup, use the channel or site specified by the seller (for example, a different redemption site or process) instead of Office.com/setup.
3. If unsure what kind of product key was sold, use the Virtual support agent to have the key checked. The Virtual support agent can:
   • Confirm whether the key is for a supported version of Office.
   • Provide the correct download or redemption link if supported.
   • Indicate if the key has been blocked and connect to a live agent for further assistance.
4. If the key is confirmed valid and supported but still fails with TokenNotFound, contact Microsoft support for further investigation, providing the error code, correlation ID, and timestamp.

Because the purchase was made through Apple, if Microsoft’s tools indicate that the key is not recognized or not activated, contact Apple or the original retailer as well to verify that the key was properly issued and activated.

---

References:

• Get help with product key errors on Office.com/setup
• Redeem a gift card or code to your Microsoft account