Not receiving my code for Microsoft 365

Question

The wrong email was used to order Microsoft 365 and I need it sent to my proper email address. We bought it through Best Buy online and after 3 phone calles and twice trying through chat to fix the situation it has not been resolved. It seems that Best Buy cannot send it to my email address.

Answer 1

Hi Sherry Vissers,

I understand that you purchased Microsoft 365 online from Best Buy using the wrong email address, and despite several calls and chat attempts, the order has not been sent to your correct email.

Because the order was placed through Best Buy, the delivery address and any refund or replacement must be handled by Best Buy rather than Microsoft.

I recommend trying the following:

First, check whether the Microsoft 365 code has already been redeemed. Sign in to Services & subscriptions with the Microsoft account connected to the incorrect email address (if possible).

• If the product has not been redeemed, contact Best Buy and ask them to resend the digital order to the correct email address or cancel and replace the order.
• If it has already been redeemed, the subscription remains linked to the Microsoft account used during redemption and normally cannot be transferred to another account. If you do not want to use that account, ask Best Buy whether the purchase is eligible for a refund, then repurchase it using the correct email address.

Hope this could clarify things. Thank you so much for your patience!