Using Microsoft 365

Sherry Leach 0 Reputation points
2026-11-04T21:30:01.9766667+00:00

I purchased Microsoft 365 several years ago, through Best Buy. I haven't used the laptop that it was installed on for over a year, using my company equipment. When I attempted to launch my word app I am being asked for a product key, that I don't have any longer. I logged on Microsoft and I can get to my account, but the only access to Word, Excel, etc is through the Microsoft page. Has access changed? Is there a human I can talk with the AI has been no help

Microsoft 365 and Office | Install, redeem, activate | For home | Windows
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  1. EmilyS726 278.3K Reputation points Independent Advisor
    2026-11-04T22:06:53.77+00:00

    Hi Sherry,

    When you purchased from Best Buy, did they give you a 25-digit key? You would need to redeem it first, so that it is associated with your Microsoft account, and moving forward, your Microsoft account would serve as license.

    See instructions here: https://support.microsoft.com/en-us/microsoft-365-activation-licensing/office-install/where-to-enter-your-office-product-key

    If you have already redeemed it, then the product should be listed in your account https://account.microsoft.com > Subscriptions, do you see it there? Do you see the install/download option?

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  2. AI answer

    2026-11-04T21:30:46.42+00:00

    Sign in to Services & subscriptions with the Microsoft account originally used to redeem the Best Buy purchase; if the license is listed and current, use that account to install and activate the desktop apps without the lost product key.^1^

    Check the license and restore the desktop apps

    1. Open the Microsoft account Services & subscriptions page and sign in with the personal Microsoft account used when Office was first set up.
    2. Find the Best Buy Microsoft 365 or Office purchase:
      • Active Microsoft 365 subscription: select Install or Install apps.
      • Subscription expired: it must be renewed before the desktop apps regain full editing functionality.
      • One-time Office purchase: select its installation option; an already-redeemed purchase normally does not require the key again.
    3. Run the downloaded installer.
    4. Open Word and choose Sign in, rather than entering a product key. Use the same account shown under Services & subscriptions. Microsoft documents the complete Windows installation path as Microsoft 365 Apps → Install apps → Install, followed by signing in for activation.^2^

    If Word opens far enough to display its menus, select File → Account and look under the product name for Belongs to. That email address identifies the account associated with Office. The full product key itself is not displayed in Office or online.^1^

    If only browser-based Word and Excel are available

    Browser access alone does not confirm that the account currently has a desktop-app license. If Services & subscriptions shows no Office product or installation option:

    • Sign out and check any other personal Microsoft accounts that may have been used when the Best Buy key was originally redeemed.
    • Search old email for the Best Buy receipt, order confirmation, or redemption message.
    • If another person originally installed it using their account, the product may be associated with that account. Microsoft Support advises contacting support and having proof of purchase available in that situation.[^3^](https://support.microsoft.com/accounts-billing/subscriptions/[Subscription ID] "Why do I need an account to sign in to Microsoft 365 or Office? | Microsoft Support")
    • If the purchase was a Microsoft 365 subscription and it has expired, renew it. If it was a retail key that was never associated with an account and the key is now lost, recovery is not guaranteed; Microsoft Support may be able to offer options when valid proof of purchase is provided.^1^

    Reach a human support representative

    Go to Microsoft’s customer-support page and:

    1. Select Get Help under personal-account technical support.
    2. Enter Microsoft 365 activation and lost retail product key.
    3. Continue to Contact Support when offered.
    4. Select Microsoft 365 and Office, then the activation category.
    5. Choose an available chat or callback option.

    Microsoft states that support for downloading, installing, activation, account, and billing issues may include chat with the appropriate support team.^4^

    Have the Best Buy receipt or order history, approximate purchase date, product name, and possible Microsoft-account addresses ready. Do not post the product key, receipt number, or account details publicly.

    References

    1. Using product keys with Microsoft 365 | Microsoft Support
    2. [Need help?](https://support.microsoft.com/office/lifecycle/officeinstall/download-install-or-reinstall-microsoft-365-or-office-2024-on-a-pc-or-mac)
    3. [Why do I need an account to sign in to Microsoft 365 or Office? | Microsoft Support](https://support.microsoft.com/accounts-billing/subscriptions/[Subscription ID])
    4. Contact Microsoft customer support | Microsoft Support
    AI-generated content may be incorrect. Read our transparency notes for more information.

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