new computer won't download microsoft 365

lisa findlay 0 Reputation points
2026-10-02T12:46:28.6833333+00:00

New HP all in one desktop computer with microsoft 365 included won't download microsoft 365. I get a code that says cannotPurchasePreviousOrderinDunning.

Microsoft 365 and Office | Install, redeem, activate | For home | Windows
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  1. DaveM121 939.5K Reputation points Independent Advisor
    2026-10-02T13:22:05.48+00:00

    The error (CannotPurchasePreviousOrderInDunning) indicates an overdue, failed, or pending subscription payment on your account, if you log into this link on your Microsoft account, is there any billing problem indicated on any previous Microsoft 365 subscription you may have previously has on your account.

    https://account.microsoft.com/services/

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  2. AI answer

    2026-10-02T12:46:43.2+00:00

    Try the install from the account that owns the Microsoft 365 subscription instead of the purchase flow.

    1. Open https://account.microsoft.com/services and sign in with the same Microsoft account linked to the included Microsoft 365 subscription.
    2. Find the Microsoft 365 subscription and select Install.
    3. Run the installer and follow the prompts.

    If the PC already has another Office or trial version, remove it first to avoid conflicts:

    1. Open Control Panel > Programs > Programs and Features.
    2. Uninstall any existing Microsoft Office or Office apps entries.
    3. Restart the PC.
    4. Go back to https://account.microsoft.com/services and install again.

    If the product came with a product key and it has not been redeemed yet, redeem it first at https://microsoft365.com/setup. After redemption, install using the same Microsoft account.

    If the install still fails, restart the device and try the install again. For installation issues, the Microsoft 365 offline installer can help bypass proxy, firewall, antivirus, or Internet connection issues.

    If none of that resolves it, contact Microsoft support.

    AI-generated content may be incorrect. Read our transparency notes for more information.

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