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Activate Office

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saskia -  
Hello,

I just bought a new laptop and I also purchased a Microsoft Office 365 Family Premium.
The problem is that when I follow the instructions to activate Office, I get this message:

Sorry... We can't use this product key on your account

Was your product key purchased in a country or region different from the one you are currently in? You can only use this product key in the country or region where it was purchased.

I don't understand, I bought it in Belgium and the store is right next to my house. There shouldn't be an issue since it's the same region and the same country.

What should I do? I have already uninstalled, reinstalled, ...

Thank you in advance for your help.

2 answers

  1.  madmyke Moderator
    Hello

    Did you buy the PC in a store (which one?) and the key also in that store?
    If so, that's not common because Office 365 is an annual subscription plan and is usually done through the Microsoft Store. Since it's a subscription, it should be linked to a Microsoft account.

    Best regards

    1. saskia
      In a Krefel store. I bought both of them there. And I'm having trouble installing it.
    2. madmyke Moderator
      @saskiaKreffel, so they wouldn't risk doing it outside the legal limit.
      On the other hand, is the PC properly configured for the Belgium region? Check the regional settings of the PC and the time.
    3. madmyke Moderator
      @saskiaAnd are there any details indicated about the license information they sold you?
    4. madmyke Moderator
      @saskiaIf the regional settings are correct, according to Microsoft support, the issue is indeed with the region. You need to return to Kreffel because this is not normal, or contact Microsoft via this link.
    5. Saskia
      @madmykeI contacted Microsoft support, and indeed they sold me an invalid activation key for Belgium... I’m going to a major retailer to be sure, and there you go... thank you for your help. Have a good evening.
  2. foxyfox51
    Good evening,

    you need to check this page:
    https://setup.office.com/
    if the site offers you an installer, if so, you need to uninstall the Office currently on your computer and reinstall it.

    --
    (Don't forget to click on "Thank you" ;-) )
    -------
    Best regards,
    Foxyfox51
    1. saskia
      I did it but I still get this region and country message. I don't understand.
    2. dany311 Contributor
      @saskiaBen!! Go back to the store and ask.
    3. saskia
      @dany311Well, that's what I did, but he doesn't take care of that, and the refund for the key is not possible.
    4. prator
      @saskiaThis is not normal. Sorry, but if it's a professional, they are responsible for what they sell, so it's up to them to assume the consequences and provide after-sales service. The store is obligated to deal with Microsoft to provide a working license, or to make an exchange, or to issue a refund. Go back to the store and raise hell.
    5. madmyke Moderator
      @pratorI concur IF it comes from Kreffel, they have a DUTY as the seller and are responsible for what they sell, and a non-valid key from them is their responsibility.

      Go back to them and assert your rights.