Office Home 2024 Claim Redirects to Office 2019

Saravanan S 0 Reputation points
2026-10-13T23:58:04.8366667+00:00

I purchased a new ASUS ExpertBook P3 laptop. Microsoft Store shows Office Home 2024 under “Included with device” with a Claim button. However, when I click Claim, it opens Word with Office Home & Student 2019 instead.

My Microsoft account still lists only Office Home & Student 2019 (2 copies), and Office Home 2024 does not appear under my purchased products.

Please help me claim and activate the Office Home 2024 licence included with my laptop.

Microsoft 365 and Office | Install, redeem, activate | For home | Windows
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  1. Ian-T 14,020 Reputation points Microsoft External Staff Moderator
    2026-10-14T06:25:43.6466667+00:00

    Hi @Saravanan S

    First, please feel free to check out the AI answer

    Thank you for explaining the issue clearly. The important detail is that Office Home 2024 does not appear under Products you’ve purchased in your Microsoft account. This means the problem is not simply that Word is displaying the older Office 2019 name. Microsoft does document cases where Office 2024 may display as an earlier version, but that applies after the Office 2024 license is already associated with the account.

    For now, I would not uninstall Office 2019, as removing the applications will not correct a missing device entitlement.

    Because the Microsoft Store detects Office Home 2024 as Included with device, but the Claim button does not attach it to your account, the bundled license may need to be verified against the laptop. Please contact Microsoft Support and provide:

    • A screenshot of Microsoft Store > Library > Included with device
    • The ASUS laptop’s serial number
    • The purchase invoice showing that Office Home 2024 was included
    • The Microsoft account used when selecting Claim, without posting the email address publicly

    Microsoft Q&A is a public user-to-user forum, moderators and other members here cannot manually add the license to your account. You may also need to contact ASUS or the retailer if Microsoft determines that the Office entitlement was not correctly provisioned for this device.

    Thank you for your understanding and time

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  2. AI answer

    2026-10-13T23:58:24.2+00:00

    This usually happens because the device still has an older Office license state, and the included Office Home 2024 entitlement has not been completed against the Microsoft account yet.

    Use this path:

    1. In Microsoft Store, start the included Office Home 2024 claim flow again.
    2. If the flow reaches the purchase completion page, select Use it now.
      • If that page was already closed, open Order history in the Microsoft account dashboard, find the Office Home and Business 2024 free package entry if shown there, confirm the product key, then return to the Office app and select Activate.
    3. When the Office setup site opens, sign in with the Microsoft account intended to own the license.
    4. On the Use the product key page, confirm the product shown matches the included Office offer, then select Redeem.
    5. After redemption completes, open the Microsoft account dashboard and check Services & subscriptions. The Office 2024 product should appear under Products you've purchased.
    6. Open Word or Excel, go to File > Account, and confirm the product information shows the Office 2024 license.

    Because the laptop is opening Office Home & Student 2019 instead, remove the conflicting Office installation state and then reinstall from the account that should hold Office 2024:

    1. In Control Panel > Programs > Programs and Features, uninstall existing Office versions or Office apps.
      • This is recommended to avoid license conflicts between the older Office 2019 installs and the new included Office 2024 license.
    2. Restart the PC.
    3. Sign in to account.microsoft.com with the same Microsoft account used during the claim/redeem flow.
    4. If Office 2024 now appears there, select Install and reinstall Office from that account.
    5. After installation, open an Office app and check File > Account to verify it is licensed as Office 2024.

    Important points:

    • Most Office 2024 purchases do not require manually changing a product key after redemption; activation is normally tied to the Microsoft account linked to the license.
    • If a product key shows as already used, that means it was already redeemed. In that case, install from the Microsoft account at account.microsoft.com instead of entering the key again.
    • Office 2019 on Windows 10 and Windows 11 is listed as not supported, so keeping the device on the older Office 2019 license state is not the correct end state for this new laptop.

    If Office Home 2024 still does not appear under Products you've purchased after completing the redeem flow, the claim was not successfully attached to the Microsoft account, and the claim flow must be completed again with the correct account.

    References:

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

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