Support Center

My product Key is not being recognized.

Last Updated: Jun 07, 2019 12:53PM CDT
If, when installing Office, your product key is not being recognized, we recommend you review your code carefully to make sure it matches what was included in the email we sent you.  The Product Key is case sensitive.  Make sure that you typed the code correctly.  As an example, the key can contain both the number "0"  (zero) and the letter "O." We recommend you copy and paste when possible. 

The most common reason for your key to not be recognized is that you may have another version of Office on your computer or associated with the account you signed in with.  You must uninstall this other version from your computer OR cancel/remove it from within your account so that it doesn’t conflict with the installation of your new Microsoft Office.

To uninstall older versions of Microsoft Office from Windows computers:
1. Click on your start menu (the Microsoft Logo at the very bottom left hand corner of your screen)
2. Choose “Control Panel”
3. Choose “Add/Uninstall programs.” A list of all your programs will automatically populate. Uninstall any program titled “Microsoft Office”, including all trial versions.


To uninstall older versions of Microsoft Office from MAC computers:
1. Locate the apps in your launchpad
2. Click and drag each application to your Trash Bin
3. Empty Trash 


Alternatively, and an even better way to uninstall old versions of Office, we recommend using the Microsoft FixIt tool to. Please make sure you remove ALL versions of Microsoft Office (including trial versions) prior to installing your new version of Microsoft Office.


FixIt Links - Use for each version of Office that you may have on your PC.
· Remove Microsoft Office 2013 or 2016 suites: http://support.microsoft.com/kb/2739501
· Remove Microsoft Office 2010 suites: http://support.microsoft.com/kb/290301
· Remove Microsoft Office 2007 suites: http://support.microsoft.com/kb/928218
· Remove Microsoft Office 2003 Suites: http://support.microsoft.com/kb/2639197/

Warning Fix it solutions remove ALL Office product versions from your PC.  For example, if you use the Fix it for Office 2010, and you have Microsoft Office Home and Student 2010 and Outlook 2010, it will remove both products.

*** In all cases, you will not lose your data.

Please note: You also need to reboot your computer after you remove any Office product.  Once rebooted, you can then re-install Office.  If, during installation, you are prompted to log into your Microsoft Account, we suggest you set up a NEW account tied to another email address.  This way you can be assured that there is no conflict with another another account.


 

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