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- Nerissa V:
- 2:57:20 PM EST
- Hi, thanks for visiting Answer Desk! I'm Nerissa V.
- Welcome to Microsoft Answer Desk. My name is Nerissa, how can I help you today?
- You:
- 2:57:39 PM EST
- I purchased a Windows tablet that came with an Office 365 Personal subscription but the product key is not letting me activate it.
- Nerissa V:
- 2:59:07 PM EST
- I do apologized for that kind of inconvenience at your end. Let me check what we can do about it.
- May I have your email address and callback number, please?
- May I have also the product key for your Office?
- You:
- 3:02:04 PM EST
- [Activation key]
- It told me, "We're sorry, you cannot redeem this offer based on how your Microsoft account is set up."
- my email is [deleted] and my number is [deleted]
- Nerissa V:
- 3:03:17 PM EST
- Thank you so much. One moment please
- It shows here that the key is valid for Office 365 Personal.
- Can I remotely access your machine so I can check what is going on?
- You:
- 3:07:04 PM EST
- I've tried activating both on the new tablet and on my previous computer. You can activate this on the Web so I don't think gaining remote access to my computer will give you any additional information.
- I get the same error message no matter which computer I use to activate it.
- Nerissa V:
- 3:07:42 PM EST
- Through the remote access I can see the bigger picture of what is going on.
- You:
- 3:07:51 PM EST
- I think this is happening because I have a trial period activated on my account, and that I need to disable that. How do I do that?
- Nerissa V:
- 3:07:56 PM EST
- I can also assist you to activate your Office Suite.
- I would like to inform you that it is hard to do a blind troubleshooting.
- I hope you understand.
- You:
- 3:08:48 PM EST
- I do understand but you haven't told me why you need remote access.
- This person had the same problem I had but was able to fix it by disabling the preview: http://answers.microsoft.com/en-us/office/forum/office_365hp-office_install/were-sorry-you-cannot-redeem-this-offer-based-on/1cb79b63-d0da-4732-a03f-c00d926bd2c2
- how do I do that?
- Nerissa V:
- 3:10:08 PM EST
- Through remotely access your machine I can diagnose what is going on and provide you troubleshooting steps so we can resolve this issue for you.
- If you are uncomfortable with the remote access.
- I'll just go ahead provide you the instructions via chat.
- You:
- 3:10:54 PM EST
- This has nothing to do with my machine. It's a Web-based thing.
- I know how to follow instructions.
- Nerissa V:
- 3:11:43 PM EST
- I understand. That is good to hear :)
- Can you please visit this website office.com/myaccount
- You:
- 3:12:49 PM EST
- yes, I was already on it
- Nerissa V:
- 3:12:54 PM EST
- Log in using your [deleted] credentials.
- You:
- 3:12:58 PM EST
- already did
- Nerissa V:
- 3:13:14 PM EST
- Is there an option there "Install"?
- You:
- 3:13:45 PM EST
- Yes, though on this computer I already have Office installed with another account
- let me go to the other one
- Ok I'm downloading
- it gave me an error, could not download it
- this is a Web-based subscription. I mainly want it for the 1TB of OneDrive storage.
- rather than Office itself
- so this should all be solvable on the Microsoft website
- on the account page you directed me to, there is an option to "Enter an Office product key."
- but when I do that, it gives me the error I told you about.
- Ok, the download worked the second time.
- Nerissa V:
- 3:17:49 PM EST
- it seems that you are having issues in your server connections.
- You:
- 3:18:03 PM EST
- I have Office installing now
- Nerissa V:
- 3:18:05 PM EST
- I do apologized for that kind of inconvenience.
- If you still experienced the same error message. You can reset your Internet Options in your Internet Browser.
- You:
- 3:18:36 PM EST
- All I need is to activate my Office 365 product key so I can use my 1TB of OneDrive storage
- which error message?
- this has nothing to do with the browser settings
- it's the Office 365 account
- Nerissa V:
- 3:19:09 PM EST
- I would like to set your expectations that if you already redeemed and installed your Office 365 Subscription.
- You:
- 3:19:23 PM EST
- I haven't redeemed it, I haven't been able to
- that's why I'm talking to you
- Nerissa V:
- 3:19:36 PM EST
- You no longer need the product key because it will be associated with your email address.
- You:
- 3:19:42 PM EST
- I know.
- But I haven't been able to do that.
- Nerissa V:
- 3:19:51 PM EST
- Let us try this one
- Can you please visit office.com/setu[
- office.com/setup*
- Then kindly enter the product key you provided to me.
- You:
- 3:21:13 PM EST
- Yes, I just did that again (for the 5th time) and I got the same error message
- Nerissa V:
- 3:21:44 PM EST
- If you don't mind Jon. Can you share your screen with me through the remote access session?
- Is that okay with you?
- You:
- 3:21:56 PM EST
- No.
- Please read this very carefully: I said this already, but I believe the problem is related to the fact that my account has a one-month trial for Office 365. If I can disable that, then I can re-enter the product key.
- How do I disable the trial? This is the third time I've asked you.
- If you can't answer, please help connect me to someone who is familiar with the Office 365 activation process.
- I'm asking a very specific question, which must have an answer.
- Nerissa V:
- 3:24:49 PM EST
- I understand where you are coming from. Please bear with me for a moment. I'll further check my resources here at my end. So I can provide all the information that you need. Thank you so much. I do apologized for this kind of inconvenience at your end.
- I would like to set your expectation that we cannot disable your Free Trial Version of Office. We can only uninstall it.
- You:
- 3:29:28 PM EST
- Ugh, this isn't the question.
- Uninstalling it is easy. I need to disable the trial.
- Or if I can't, I need a way to actually use my activation key.
- Come on, surely someone at Microsoft knows how to use an activation key.
- Since you already verified that my activation key is active, can you just apply it to my account yourself?
- This subscription is the main reason I bought this tablet. If I can't use it I'm going to return this.
- Nerissa V:
- 3:35:52 PM EST
- Yes. It shows here at my end that the key that you provided to me is valid. It is for the Office 365 Personal.
- You:
- 3:36:05 PM EST
- so why doesn't it work?
- Nerissa V:
- 3:36:54 PM EST
- I do understand that you want to disable the trial version of your Office. Unfortunately, we cannot do that. We can only uninstall the Free Trial Version.
- You:
- 3:37:07 PM EST
- All I really want to do is use the activation key
- which I paid for. Why can't I use it?
- Nerissa V:
- 3:37:19 PM EST
- If you are receiving the same error message in your My Account Page and at office.com/setup
- I highly recommend that you visit or contact our Microsoft Store. So they can check further check what is going on with your Office.
- They will provide options for you. They will let you know why it is not allowing your product key to be successfully activated.
- You:
- 3:38:49 PM EST
- Why would they know more than you do?
- Nerissa V:
- 3:38:52 PM EST
- They do have further access with your Microsoft Account.
- I'm Trained for Office Issues. Microsoft Account issues itself is no longer our scope. That is why I highly recommend you in our Microsoft Store.
- You can also contact them if you want. Here is their direct phone number 1-877-696-7786 (1-877-MY-MS-STORE).
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