Notes

Rachiel B
Hi, thanks for visiting Answer Desk! I'm Rachiel B.
12:02 pm
Rachiel B
How are you doing today?
12:03 pm
Rachiel B
:-
12:03 pm
Rachiel B
:-)
12:03 pm
Me
im fine today
12:03 pm
Me
can i explain my problem
12:03 pm
Rachiel B
Good to hear that.
12:03 pm
Rachiel B
Sure thing!
12:03 pm
Me
i have a product key for office 365 that came with the laptop that was purchased a few months ago
12:03 pm
Me
and i am having problems to redeem it
12:04 pm
Rachiel B
Oh my! I’m sorry for the trouble. It's a good thing that you're here. I'll do my best to help.
12:04 pm
Rachiel B
May I have your name and phone number please?
12:04 pm
Me
Sebastian Wu
12:05 pm
Rachiel B
Hi Sebastian, is this your first time contacting Microsoft?
12:05 pm
Me
yes
12:05 pm
Rachiel B
As I understand you're having issue with redeeming Office 365, am I right?
12:05 pm
Me
yes
12:05 pm
Me
the code i enter is recognised however the last step is not working
12:06 pm
Rachiel B
Okay, so Office 365 come preinstalled right?
12:06 pm
Rachiel B
May I have the product key please?
12:07 pm
Me
3TQK3-NHDWK-89PT7-PYWJ2-9P8BW
12:07 pm
Rachiel B
Thank you!
12:08 pm
Rachiel B
One moment let me check it.
12:08 pm
Rachiel B
Hi Sebastian, as I've checked it Office 365 is a free trial.
12:08 pm
Rachiel B
Actually it's good for 30days or 60days.
12:09 pm
Me
now?
12:09 pm
Rachiel B
Unfortunately your Office 365 is already expired.
12:09 pm
Me
yes
12:09 pm
Me
so i am trying to redeem this code to extend it
12:09 pm
Rachiel B
Okay, here's the best thing you need to do Sebastian.
12:10 pm
Rachiel B
Why not purchase a new license of Office 365 which is good for 1year or a perpetual license don't mind the license you have right now because it's expired, means you can't use it anymore.
12:11 pm
Rachiel B
That is the reason why you're having this issue.
12:11 pm
Rachiel B
Do you know what is the account associated with your Office 365?
12:12 pm
Me
no
12:12 pm
Me
it came with a product
12:12 pm
Me
that was purchased a few months ago
12:12 pm
Rachiel B
That is the problem there, you know what Sebastian that Office 365 is registered on a Microsoft account.
12:13 pm
Rachiel B
But since it come preinstalled then only the manufacturer knows what is the exact Microsoft associated on it.
12:13 pm
Me
right, but we had no problem installing office on a different device
12:14 pm
Rachiel B
Because it might be the manufacturer create a Microsoft that can be associate on your Office.
12:14 pm
Me
sorry, could you clarify that
12:15 pm
Rachiel B
I see, but come to think of it, your Office 365 is associated with other account which you don't know.
12:15 pm
Rachiel B
Office 365 will be associated with a Microsoft account.
12:15 pm
Me
yes
12:15 pm
Rachiel B
Can you try to go to this link Office.com/myaccount
12:15 pm
Rachiel B
Is your account registered?
12:16 pm
Me
yes
12:16 pm
Rachiel B
Since you want to extend Office 365 it's just the same way of purchasing a new license Sebastian.
12:16 pm
Me
so my product key wouldnt work?
12:17 pm
Rachiel B
Yes, because it's expired. Actually it's not about the key, it's about the product that what you have.
12:17 pm
Me
but the product key is not expired
12:18 pm
Rachiel B
What you have right now is Office 365 Home which come preinstalled and it's expired.
12:18 pm
Rachiel B
It will not expire, the product itself.
12:18 pm
Rachiel B
Please understand.
12:18 pm
Me
so how come, i cant use the key
12:18 pm
Rachiel B
Because your Office 365 is expired.
12:19 pm
Me
so in order to activate the key, i have to purchase office 365?
12:19 pm
Rachiel B
Exactly! It's about the subscription Sebastian, and your Office 365 is expired.
12:20 pm
Rachiel B
Just to inform you that the key you have right now will no longer work since the subscription which is the specific Office 365 is expired.
12:20 pm
Me
are you saying the key has been activated before?
No, it doesn't matter Sebastian, it's not about the product key.
12:22 pm
Rachiel B
Please understand.
12:22 pm
Rachiel B
It's about your product which is expired.
12:22 pm
Rachiel B
How you can use that key if your product is epired?
12:23 pm
Rachiel B
just to let you know it's OEM, which means come preinstalled you can't redeem it or use the key for other installation purposes.
12:23 pm
Me
we have two or three of these keys that came with the product we purchased
12:24 pm
Rachiel B
Okay, but Office that come preinstalled is good for 30days or 60days after that it will expire.
12:25 pm
Rachiel B
If you're in doubt Sebastian you can contact your manufacturer they will always redirect customer back to Microsoft to solve this issue.
12:25 pm
Me
manufacturer?
12:26 pm
Rachiel B
Where you bought your computer.
12:26 pm
Me
so they are meant to tell me how to activate this key?
12:27 pm
Okay, here's the thing Sebastian your key is good as nothing.
12:27 pm
Rachiel B
You can't use it anymore.
12:27 pm
Rachiel B
Better purchase a new license which is permanent and secure.
12:27 pm
Me
it has never been used before
12:28 pm
Rachiel B
Yes, but when you purchased the subscription starts.
And it counts Sebastian, until it reached 30days that is the reason why it's now expired.
12:28 pm
Me
so the key is for office 365 only for 30 days?
12:29 pm
Rachiel B
Yes, because it's a free trial.
12:29 pm
Me
are we confusing the expired free trial i took out two months ago
12:29 pm
Me
i had the same issue and figured id take out a free trial to delay the problem
12:30 pm
Me
as my product key didnt work at that time either
12:30 pm
Rachiel B
Yes, that is the common issue that we received here in Microsoft if the customers has the Office free trial that come preinstalled.
12:31 pm
Me
it didnt come preinstalled
12:31 pm
Me
i had to go to microsoft and get the free trial myself
12:31 pm
Rachiel B
I can see it here on your account Sebastian and also the result of your key.
my key
12:32 pm
Me
so it has been activated?
12:32 pm
Rachiel B
If you won't consider to purchase a new license then you may contact the manufacturer for this issue.
12:32 pm
Rachiel B
No, but it's expired.
12:32 pm
Rachiel B
Please understand.
12:32 pm
Rachiel B
We can't do anything with you product key.
12:33 pm
Me
so my key: 3TQK3-NHDWK-89PT7-PYWJ2-9P8BW that i have never used before is already expired?

Yes, you haven't used it but the time you purchased it, the subscription starts which means it's counting the 30days until it reach and now it's expired.
12:34 pm
Me
so that key only gives office 365 for 30 days
Yes, you haven't used it but the time you purchased it, the subscription starts which means it's counting the 30days until it reach and now it's expired.
12:34 pm
Me
so that key only gives office 365 for 30 days