Purchased subscription from Costco, but Microsoft does not recognize code

Match the exact error text or code to the case below, because “product key not recognized” can indicate an unactivated Costco key, an incorrect or incompatible key, a regional restriction, or a key that was already redeemed.^1^

If the error is KEY_NOT_ACTIVATED

Costco did not activate the key at the point of sale.

1. Contact or return to Costco with:
   • The purchase receipt or order number
   • The original Costco email
   • The full error message or a screenshot
2. Ask Costco to activate the Microsoft 365 product key or issue a replacement.
3. After Costco confirms activation, redeem the key using the Microsoft account that should own the subscription.

Microsoft specifically directs customers with KEY_NOT_ACTIVATED back to the retailer for activation.^1^

If the error is INVALID_PRODUCT_KEY or ERR_INVALID_TOKEN

These codes can mean the key is incorrect, belongs to another Microsoft product, or is for an Office product/version that cannot be redeemed on the Microsoft 365 setup page.^1^

Because the code was already copied directly from Costco’s email, do not repeatedly enter it. Instead:

1. Check that the email identifies the purchase as Microsoft 365 for home, rather than Windows, Microsoft 365 Business, or another product.
2. Give Costco the exact error code and ask it to verify that the delivered key matches the purchased product.
3. If Costco confirms that the key is correct and activated, contact Microsoft Support and provide the receipt, Costco order information, and exact error. Microsoft’s support agent can check whether a supported key is blocked.^1^

If the error says the key was already used

A Microsoft 365 key can be redeemed only once. Sign in to the Microsoft account’s Services & subscriptions page using the account that may have redeemed it; if Microsoft 365 appears there, install it from that page without entering the key again.^2^

If it is absent from every account you control, contact Microsoft Support with the purchase evidence.

If the error mentions country or region

Office keys must normally be redeemed in the country or region where they were purchased. If the Costco purchase and current location are in different countries, contact Costco about a suitable replacement or contact Microsoft Support.^1^

For NoMatchingOrEligibleProductsFound, also consider whether this is extending an existing subscription established in another country or region:

• Redeem the new key with a different Microsoft account; or
• Wait until the existing subscription has been expired for at least one day, then redeem the new key using the same account.^1^

Do not post the 25-character key publicly. The exact error text/code—without the key—is needed to identify which branch applies.

References

1. Get help with product key errors on Office.com/setup | Microsoft Support
2. Where to enter your Office product key | Microsoft Support