case number #

Question

I cannot install Office on my Windows Desktop PC. I tried twice and the first line support people tried. In all cases, it came up as "demo".

It was escalated and my case number is [Moderator note: personal information removed]

They called yesterday (from +1 425 635 2970) but I was unable to answer. When I call that number, it doesn't help.

Answer 1

I finally got escalated technical support to solve my problem. Thank you.

Answer 2

• I understand how frustrating it is to get stuck in a "demo" mode loop and be unable to reach the escalated support agent who called.

First, please note that posting on public forums or submitting Q&A posts does not directly connect you with Microsoft Support staff, as public forums are primarily monitored by community volunteers and fellow users.

To resolve the "demo" mode issue and reconnect with the Microsoft Support team regarding case 7106747232, follow these steps:

---

Step 1: Fix the "Demo" Mode Issue

When Microsoft 365 or Office continuously installs as or reverts to a Demo, it usually means pre-installed trial/retail demo keys or cached credentials are conflicting with your active license.

A. Completely Remove Existing Office Credentials & Keys

Close all Office programs (Word, Excel, Outlook).

Open Control Panel > User Accounts > Credential Manager.

Select Windows Credentials.

Look under Generic Credentials for any entries referencing MicrosoftOffice16_Data or MS.OuterIdentity.

Click the arrow next to each entry and select Remove.

B. Clear Conflicting Office Licenses

Press the Windows Key + S, type cmd, right-click Command Prompt, and select Run as administrator.

Navigate to your Office installation folder by entering one of these commands (depending on your Windows version):

For 64-bit Office:

cd C:\Program Files\Microsoft Office\Office16

  For 32-bit Office:
  
  `cd C:\Program Files (x86)\Microsoft Office\Office16`
  
  Check the installed product keys by running:
  
  `cscript ospp.vbs /dstatus`  
  
  Look at the last 5 characters of any detected license keys (especially demo/trial keys).
  
  Uninstall those conflicting keys using:
  
  `cscript ospp.vbs /unpkey:XXXXX` _*(replace XXXXX with the 5 characters found above)*_.
  

C. Run the Official Office Reset/Uninstaller

Download the Microsoft Support and Recovery Assistant (SaRA) tool.

Run the tool and select Office & Office Apps > I have Office installed, but I'm having trouble uninstalling it (or activation issues).

Let the tool scrub all conflicting trial/demo setup files and reboot your PC.

Sign in to your Microsoft Account Services Page in a web browser and install a fresh copy directly from your active subscription/purchase.

---

Step 2: Get Back in Touch with Microsoft Support

Inbound calls to outbound Microsoft numbers (like +1 425-635-2970) generally route to automated menus or refund lines. To get the escalated team to call you back on your active case number:

Go directly to the official Microsoft Contact Support Portal.

Click Microsoft 365 or Home Support.

In the search box, type Request a call back for case 7106747232 and press Enter.

Click Get Help, then scroll down to the bottom and click Contact Support.

Select Microsoft 365 and Office as the product, and Activate my product or Technical Support as the category.

1. Choose Provide your phone number and a support agent will call you (or select Chat with a support agent).
2. When connected or when providing details, give the agent your exact case number (7106747232) so they can transfer you or re-queue your callback wi I understand how frustrating it is to get stuck in a "demo" mode loop and be unable to reach the escalated support agent who called. First, please note that posting on public forums or submitting Q&A posts does not directly connect you with Microsoft Support staff, as public forums are primarily monitored by community volunteers and fellow users. To resolve the "demo" mode issue and reconnect with the Microsoft Support team regarding case 7106747232, follow these steps:

   Step 1: Fix the "Demo" Mode Issue

   When Microsoft 365 or Office continuously installs as or reverts to a Demo, it usually means pre-installed trial/retail demo keys or cached credentials are conflicting with your active license.

   A. Completely Remove Existing Office Credentials & Keys

   Close all Office programs (Word, Excel, Outlook).

     Open **Control Panel** > **User Accounts** > **Credential Manager**.
   
        Select **Windows Credentials**.
   
           Look under **Generic Credentials** for any entries referencing `MicrosoftOffice16_Data` or `MS.OuterIdentity`.
   
              Click the arrow next to each entry and select **Remove**.
   

   B. Clear Conflicting Office Licenses

   Press the Windows Key + S, type cmd, right-click Command Prompt, and select Run as administrator.

     Navigate to your Office installation folder by entering one of these commands (depending on your Windows version):
   
           For 64-bit Office:
   
           `cd C:\Program Files\Microsoft Office\Office16`
   
                 For 32-bit Office:
   
                 `cd C:\Program Files (x86)\Microsoft Office\Office16`
   
                    Check the installed product keys by running:
   
                    `cscript ospp.vbs /dstatus`   
   
                       Look at the last 5 characters of any detected license keys (especially demo/trial keys).
   
                          Uninstall those conflicting keys using:
   
                          `cscript ospp.vbs /unpkey:XXXXX` _(replace XXXXX with the 5 characters found above)_.
   

   C. Run the Official Office Reset/Uninstaller

   Download the Microsoft Support and Recovery Assistant (SaRA) tool.

     Run the tool and select **Office & Office Apps** > **I have Office installed, but I'm having trouble uninstalling it** (or activation issues).
   
        Let the tool scrub all conflicting trial/demo setup files and reboot your PC.
   
           Sign in to your [Microsoft Account Services Page](https://account.microsoft.com/services) in a web browser and install a fresh copy directly from your active subscription/purchase.
   

   Step 2: Get Back in Touch with Microsoft Support

   Inbound calls to outbound Microsoft numbers (like +1 425-635-2970) generally route to automated menus or refund lines. To get the escalated team to call you back on your active case number: Go directly to the official Microsoft Contact Support Portal. Click Microsoft 365 or Home Support. In the search box, type Request a call back for case 7106747232 and press Enter. Click Get Help, then scroll down to the bottom and click Contact Support. Select Microsoft 365 and Office as the product, and Activate my product or Technical Support as the category. Choose Provide your phone number and a support agent will call you (or select Chat with a support agent).
   1. When connected or when providing details, give the agent your exact case number (7106747232) so they can transfer you or re-queue your callback with the escalated tier.

Answer 3

While nobody here has access to your account and billing info, someone may be able to point you in the right direction, if you provide a little more information.

Which specific Office product do you have? What is its name? Office Home 2024? Microsoft 365 Personal? Or something else entirely?

Do you see your Microsoft product in your account at https://account.microsoft.com/services ? If so, you should be able to reinstall by clicking the Install link.

Answer 4

@Barb VanEseltine

Contributors in Q&A are your fellow users. You are not communicating with Microsoft support here.

To get in touch with support, you have to go back to the support chat at https://support.microsoft.com/contactus , I'm afraid.