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Office 365 Home Product Key from Microsoft Store won't renew my Office 365 Home subscription

Posted on 2014-11-12
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Last Modified: 2014-11-13
I bought an Office 365 Home Product Key from a Microsoft Store in Orlando store to renew my Office 365 Home subscription.  When I enter the key on the Office site for my account, it responds with, "We’re sorry, you cannot redeem this offer based on how your Microsoft account is set up. Please contact Customer Support for assistance."  So I did contact customer service and 2 hours later and after repeatedly explaining the issue to 6 different support staff, they can't figure out the problem.  The last one guesses that it might take some for the key purchased at the store to propagate in the system.   Well it's a day later and it still doesn't work.  Any advice beyond going back to the MS Store to include a contact number for somebody at Microsoft who actually has a clue?  Also, my account type is "Office 365 Home For 5 PCs or Macs and 5 Tablets" and the product key is for "Office 365 Home For 5 PCs or Macs and 5 Tablets" - so that would be a match.
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Question by:markbyrn
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7 Comments
 
LVL 95

Expert Comment

by:John Hurst
ID: 40437238
Their subscription service is not perfect. I had issues because of my email address that they had to fix by making a new subscription.

I assume you have a receipt for your purchase.

I suggest you go to the Microsoft Store, explain the issue and ask that they set up a new subscription with a new key for you.
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Author Comment

by:markbyrn
ID: 40437252
John, one of the stumped MS support types did offer up the suggestion to just make a new email account but that's not a good solution since my present account has a OneDrive account which is tied to my present email account and Office 365 service for increased storage allotment.  I have multiple MS services (Skype, Xbox Live, Xbox Music) for which I did renew using product keys.
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Accepted Solution

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John Hurst earned 500 total points
ID: 40437261
I was able to maintain my email address, but it meant an entirely new subscription and deleting the old subscription. My main email address thinks it is a US address and I do not live in the US. That is why the issue.

Only Microsoft Store can fix this for you. You cannot fix it yourself.
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Author Comment

by:markbyrn
ID: 40437285
John, I'll try your idea or rather offer it up to the store tech staff - hopefully it will work.
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LVL 95

Expert Comment

by:John Hurst
ID: 40437298
Please let us know. I know how to use computers and Office, so I did have to push the Microsoft Store people to solve my issue. They escalated and if I recall correctly, the issue spread over a whole day and I have several emails about it.

The two key emails were:  (1) cancellation of existing and (2) confirmation of purchase 10 minutes later. In my case the existing subscription that could not be renewed was 11 months old and I thought it better to pay 1 month overlap and be working rather that stand on any principle.

Your case is different and you want to ensure they credit you for having purchased.
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LVL 3

Author Closing Comment

by:markbyrn
ID: 40439129
John, you were exactly correct; canceling my subscription (only had 3 days left anyway) was the fix, and than I was able to enter the product key for another year with no problem.   Thanks much!
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LVL 95

Expert Comment

by:John Hurst
ID: 40439550
@markbyrn  - You are most welcome and I was pleased to help. I am glad the subscription is working for you now.
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