Frequently asked questions

Microsoft Office Questions

• Q: I have questions about Microsoft Office

Microsoft Windows Questions

• Q: How do I download and install Windows 10?
• Q: Where can I find my Product Key?
• Q: What if I have additional questions about downloading & installing Windows 10?

Guest Checkout

• Q: How do I make a purchase as a guest?
• Q: Why does Microsoft need my email address for guest checkout?
• Q: What can I buy as a guest?
• Q: How do I track my guest order?
• Q: How do I download Office 2016 purchased as a guest?
• Q: How do I download software purchased as a guest?
• Q: Can I get a refund on a guest purchase?
• Q: What if my guest order number doesn’t work?
• Q: Can I transfer my guest purchase to a Microsoft account?
• Q: How do I cancel an order?

General Questions

• Q: How do I get status of my order?
• Q: What if I haven’t received an invoice or confirmation email for my Microsoft Store purchase?
• Q: What if I have trouble downloading a product I purchased from Microsoft Store?
• Q: Where can I get help installing or using my Microsoft product?
• Q: How can I get a disc copy of my downloaded Microsoft product?
• Q: How do I get support for a Microsoft Signature PC or tablet purchased from Microsoft Store?
• Q: How do I return a product I purchased at the Microsoft Store?

Q: How do I download and install Windows 10?

A: You will be prompted to download and install Windows 10 after you purchase your license. However, if you need to download your product again or the download was interrupted, just follow these steps.

To download and install Windows 10:

1. Sign in with your Microsoft account.
2. In the menu select Digital Content.
3. Find your Windows 10 purchase, then click Download.
4. Follow the instructions to finish installing Windows 10.
5. When prompted you must enter your product key which is also located in your Digital Content within your Account.

Q: Where can I find my Product Key?

A: Your Product Key will be provided with your purchase. However, if you need to find it again it is included on your confirmation email or in your Digital Content.

To find your Product Key:

1. Sign in with your Microsoft account.
2. In the menu select Digital Content
3. Find your Windows 10 purchase and you can see your Product Key

Q: What if I have additional questions about downloading & installing Windows 10?

A: See the Windows 10 Software Download FAQ.

Not every device will run every feature of Windows 10. Be sure to check with your manufacturer before purchasing. Additional details on upgrade qualifications are below and on the Windows 10 specifications page.

Q: How do I make a purchase as a guest?

A: Once you’ve selected checkout in cart, you’ll have the option to checkout as a guest or with a Microsoft account.

Note: Be sure to review billing and shipping information before final purchase. You will not be able to edit this information after purchase is complete.

Q: Why does Microsoft need my email address for guest checkout?

A: Microsoft sends guest order confirmation and other order-related information to your email address.

Q: What can I buy as a guest?

A: You can buy most products. But you can’t buy subscription-based products, products that require academic verification, or products eligible for Bing Rewards with a guest checkout. For those products, you’ll need to sign in with a Microsoft account.

Q: How do I track my guest order?

A: There are two ways to look up and track your order:

1. Open your order confirmation email and click the link within
2. Or, go directly to My orders

To retrieve your order information:

1. Fill in your order number
2. Enter email address you used to make your guest purchase

You should have access to your order or return history and purchase downloads.

Q: How do I download Office 2016 purchased as a guest?

A: You need a Microsoft account to download and install your Office 2016 purchase.

If you do not have a Microsoft account:

1. Go to My orders.
2. Copy your Product Key and click on Install/Manage.
3. Sign up for a Microsoft account.
4. Once your account is setup, enter your Product Key.
5. Follow the onscreen instructions to install Office. Please do not go offline or restart your computer while Office is installing.

If you have a Microsoft account:

1. Go to My orders.
2. Sign in with your existing Microsoft account
3. Click on Install/Manage
4. Follow the onscreen instructions to install Office. Please do not go offline or restart your computer while Office is installing.

Q: How do I download software purchased as a guest?

A: There’s two ways to download software:

Confirmation email

1. Open order confirmation email and hit Download now
2. Follow prompts

My orders

1. Enter order number and email used to make guest purchase
2. Under Order History, select Download under your purchased software
3. Follow prompts

Q: Can I get a refund on a guest purchase?

A: Yes. To get a refund, you’ll need your order number and the email address you used to make your guest purchase. Or Contact us for help with your refund.

Q: What if my guest order number doesn’t work?

A: Contact us for help with your order number.

Q: Can I transfer my guest purchase to a Microsoft account?

A: No. But you can view your guest purchases:

1. Go to My orders
2. Under Find you order, enter order number and email address used to make purchase

Note: You need to log out of a Microsoft account to view orders purchased as a guest.

Q: How do I cancel an order?

A: Contact us for help cancelling a guest order.

Q: How do I get the status of my order?

A: To get the status of your order:

1. Sign in with your Microsoft account.
2. In the side menu, click Order history.
3. Locate your order, then click Track Package.

Q: What if I haven’t received an invoice or confirmation email for my Microsoft Store purchase?

A: Sometimes your junk mail folder can hide important email by mistake, so please check you junk mail folder for your email invoice if you cannot find it in your inbox.

If you still can’t find your invoice or confirmation email:

1. Sign in with your Microsoft account.
2. In the side menu, click Order history, then look for your purchase details.

Note: If you received a message saying that it may take up to 24 hours to process your order, or if your order is marked as pending in your order history, this means your order is being reviewed by our Order Verification Team for quality assurance. Once your order is reviewed it will be processed or you will be notified if there are any problems with your order.

If you need additional assistance, feel free to contact us at 1-877-696-7786.

Q: What if I have trouble downloading a product I purchased from Microsoft Store?

A: Just visit our Software downloads page for helpful tips and instructions for downloading products.

You can also contact us at 1-877-696-7786 if you need additional assistance.

Q: Where can I get help installing or using my Microsoft product?

A: Just visit support.microsoft.com, select the product you need help with, and then select the topic or category that best describes your question or problem.

Q: How do I get a disc copy of my downloaded Microsoft product?

A: You can purchase a Windows backup DVD from our Windows backup media site if you want to install Windows from a disc rather than download it over the internet.

For Office Home and Student 2016, Office Home and Business 2016 or Office Professional 2016, you can go to your account page, click on the Install from a disc option and then choose to purchase a disc or burn a disc.

Note: There are no backup media options for Office 365 Home, Personal, or University.

For other products, you can obtain replacement discs for a minimal fee by contacting the Microsoft Supplemental Parts Department at 1-800-360-7561, Monday through Friday, 5:00 A.M. to 7:00 P.M. Pacific Time.

Feel free to contact us at 1-877-696-7786 if you need additional assistance.

Q: How do I get support for a PC or tablet with Microsoft Signature purchased from Microsoft Store?

A: Just give us a call at 1-877-696-7786, select the option for Signature Support, and we’ll be happy to help.

Q: How do I return a product I purchased at the Microsoft Store?

A: If you purchased your product online through the Microsoft Store, just visit returns and exchanges.

If you purchased your product at a Microsoft Store retail location, please visit the store where the original transaction took place or give us a call at 1-877-696-7786.

To return products purchased at a Microsoft Store retail location, please visit the store where the original transaction took place or contact the retail store location via phone for assistance.