Decipher redeemable code

If the scratch-off product key is damaged and some characters are unreadable, Microsoft support may be able to replace the product key or provide other options if valid proof of purchase is available.

Before contacting support, check these common cases:

1. If this is a physical Microsoft 365 product key card, carefully check whether any remaining silver foil is still covering characters. The key format is always XXXXX-XXXXX-XXXXX-XXXXX-XXXXX.
2. If the card was purchased online, check the purchase confirmation email because the product key may be included there.
3. If the key is partly readable, watch for common character mix-ups such as B and 8, G and 6, O and 0, Q and 0, and VV appearing like W.
4. If the card came with a new Windows PC and Microsoft 365 was included with the purchase, there may be no printed key. In that case, a digital product key is transmitted to the PC when Windows is activated.

To redeem a readable Microsoft 365 Family key, sign in at Sign in or Get started with the Microsoft account for the subscription, then enter the 25-character key.

If the damaged key still cannot be read, contact Microsoft support and provide proof of purchase.

References:

• Using product keys with Microsoft 365
• How to renew your Microsoft 365 subscription
• Get help with product key errors on Office.com/setup
• Much of my scratch off is unreadable - Microsoft Q&A