Unable to Install Microsoft 365 error code CatalogNoMatchingProducts

Question

My new HP Laptop & Microsoft 365 was purchased online and delivered in Australia by JB HiFi

It was brought to the Philippines as a gift from my son and I installed and activated with no success, coming up with error code: CatalogNoMatchingProducts

Help please.

HMiranda

Answer 1

Please provide some more information on this problem,

Was the Microsoft 365 subscription pre-installed on the laptop?

If so, Microsoft Office licences are region specific, if the device was purchased in Australia and moved to the Philippines before Office was activated, that is the most likely cause of the problem, the best option is to contact Microsoft Support directly to ask them if it will be possible to activate that Office licence in the Philippines, try using this method to contact their support.

Go to this link: https://support.microsoft.com/contactus

Select Microsoft 365

Click 'Get Home Support'.

In the box provided, type billing.

Press Enter, then on the next page, scroll down and click 'Sign in to Contact Support'.

Navigate to Microsoft 365 and Office - Manage my Subscription.

Select the 'Chat with support agent in web browser' option

Answer 2

The error CatalogNoMatchingProducts when installing or redeeming Microsoft 365 on a new device typically indicates a mismatch between the product key’s country/region and the country/region of the Microsoft account or device being used.

In this case, the laptop and Microsoft 365 were purchased and delivered in Australia, but activation is being attempted in the Philippines. Office/Microsoft 365 product keys must be redeemed in the same country/region where they were purchased.

To resolve this:

1. Confirm the product key’s purchase region
   • The key from JB HiFi is associated with Australia.
2. Align the Microsoft account country/region
   • Sign in to the Microsoft account profile and ensure the country/region is set to Australia.
   • If the account is set to the Philippines, change it to Australia and then try redeeming the key again.
3. If still unable to redeem
   • This scenario matches the documented case where a key purchased in one region is redeemed in another and fails with a “no matching or eligible products” type error.
   • Contact Microsoft support and provide the error code and details that the key was purchased in Australia but is being redeemed in the Philippines. They can confirm options (for example, redeeming with a different account aligned to Australia).

If the goal is to use the subscription in the Philippines, once the key is successfully redeemed to an account with the correct region, Microsoft 365 apps can be installed and used from anywhere; the key’s region restriction applies at redemption time, not at usage time.

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References:

• Get help with product key errors on Office.com/setup
• Download, install, or reinstall Microsoft 365 or Office 2024 on a PC or Mac
• can't use microsoft 365 preload on new laptop - Microsoft Q&A