Office 2021 product key linked to locked account – urgent support needed

Question

Dear Microsoft Support,

I am the rightful owner of a Microsoft Office Home & Business 2021 product, which I activated on June 16th, 2025 using the account ******@hotmail.com However, the account was locked immediately after activation, and I can no longer use the product I purchased.

The attached photo shows the Office setup page confirming that the product key was successfully redeemed using this account. However, since I can’t access the account anymore, I’m unable to reinstall or use the software.

Please assist me in either:

• Unlocking the associated Microsoft account, or 
• Allowing me to transfer or reuse the product key with a new account

I have physical possession of the product package, and I can provide further verification if needed. 
I look forward to your urgent support.

Best regards, 
[Your Name] 
Contact email: ******@naver.com

Answer 1

Hi there, 릴라! This is Marc. Thank you for reaching out to the community.

Microsoft 365 and Office 2021 products are linked to the Microsoft account used during activation. Once the key is redeemed, the license is permanently attached to that account. If the account is locked, you lose access to the Office license unless the account is recovered.

Try to Recover the Locked Account. Visit this page https://account.live.com/acsr. Enter the email address of the locked Microsoft account. Follow the instructions to recover it and provide as much info as possible, recent passwords, recovery email or phone, etc.

If account recovery fails you must contact Microsoft Support directly. Visit https://support.microsoft.com/contactus Choose “Microsoft 365 and Office” > “Product Key or Account Issues” > Chat or Call option. Ask them to transfer the Office license to a new Microsoft account (rare, but possible if you have full proof)

Please try these steps and let me know how it goes. If you run into any issues, just reply back with the details.

Best regards,