Unable to install office Home & Business 2016

Maryse Chadi 0 Reputation points
2026-11-06T22:20:20.9566667+00:00

I have had to reset my pc. This means I have to reinstall office 2016. I have the license key and order number but unfortunately the .exe link has expired. I could not sign in to the original Microsoft account because I forgot my password an all the attempts to reset the password failed. I called the support phone line only to be redirected to the webpage with all the information I had already tried. I also have an invoice from Microsoft for office 365 but I can't access it either. Other than the MS website, can someone tell how to get in touch with a live agent to help me solve my problem

Microsoft 365 and Office | Subscription, account, billing | For home | Windows
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  1. Stefan Blom 357.2K Reputation points MVP Volunteer Moderator
    2026-11-06T22:31:12+00:00

    Unfortunately, it isn't possible to reinstall using the product key (license key). You need to access the associated Microsoft account. See https://support.microsoft.com/en-us/accounts-billing/manage/help-with-the-microsoft-account-recovery-form.

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  2. AI answer

    2026-11-06T22:21:01.67+00:00

    Contact a live agent through Microsoft’s Get Help support flow, selecting Contact Support after describing the issue as an Office installation and account/billing problem.

    Reach a live agent

    Since the password-reset and account-recovery attempts have already failed, move directly to support escalation:

    1. Open Microsoft’s official support page: ^1^
    2. Under Microsoft technical support, select Get help.
    3. Enter:
      “Reinstall Office Home & Business 2016 after PC reset; original Microsoft account inaccessible; have product key, order number, and invoice.”
    4. Complete the initial prompts, then select Contact Support.
    5. Choose Microsoft 365 and Office → Technical support or Account and billing, whichever is offered.
    6. Select Chat if available. Availability depends on the product and region.
    7. If chat is not offered, use the regional telephone number listed on that same official support page. Calling a listed number may still begin with automation; request Office installation/activation support or an agent.

    For the separate Microsoft 365 invoice or charge, the billing support procedure uses the same progression: enter the issue, select Get Help, and then select Contact Support to be routed to the appropriate option.^2^

    What support can and cannot do

    Office 2016 product keys are normally redeemed once. Redemption links the Office licence to the Microsoft account used at that time; subsequent installation requires signing in with that associated account and selecting the Office product from the account dashboard.^3^

    Have these ready for the agent:

    • Office Home & Business 2016 product key
    • Microsoft order number and invoice
    • Approximate purchase date
    • Email addresses that may have been used for the purchase
    • The expired installer email or link
    • The Microsoft 365 invoice and its transaction details

    However, Microsoft states that support agents cannot send password-reset links or access and change personal Microsoft account details.^1^ Proof of purchase may help support investigate the purchase, installation, or billing records, but it does not itself bypass the account-verification requirement.

    If the original account is recovered, sign in to the Microsoft account dashboard, open Office apps, locate Office 2016, and select Install. Do not attempt to redeem the product key again; it should already be associated with that account.^3^

    Office 2016 is now out of support and no longer receives security updates, although that does not by itself invalidate an existing licence.^3^

    References

    1. Contact Microsoft customer support | Microsoft Support
    2. How to investigate a billing charge from Microsoft | Microsoft Support
    3. [Office 2016 for Mac](https://support.microsoft.com/office/lifecycle/officeinstall/download-and-install-or-reinstall-office-2021-office-2019-or-office-2016#learn-more-about-product-keys,-workplace-discount-program,-and-volume-licenses)
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