Get help with product key errors on Office.com/setup

If you get an error or have difficulty entering your Microsoft account or product key on https://office.com/setup, check this page for solutions.

I get an error when I enter my key

Check this list of error messages for troubleshooting tips.

View product key errors

I get a language or geographical error

This can happen if try to redeem a product key purchased in another country or region.

Problems with language or geographical issues

What are the limits for Microsoft accounts?

Read these tips if you have multiple product keys or a lot of devices.

View Microsoft account limits

Product key errors on Office.com/setup

Here are the common errors and how to fix them.

This product key has already been used

If you see this message, it's because your product key has already been redeemed on this site. To install Office or manage your account, go to Microsoft account, Services & subscriptions page and sign in using the account that you used to buy or subscribe to Office.

Sorry, we can't find this product key in our database (ERR_INVALID_TOKEN) or Sorry, we can't set up your account at the moment (ERR_MISSING_PARTNUMBER or ERR_PKPN_DETAILS_NOTFOUND)

You'll see this error message if you enter a product key for a version of Office that isn't available for download from Office.com/setup. Here's where you can enter those product keys.

If you're not sure what kind of product key you have, you can use the Virtual support agent (English only). If your product key is valid, the Virtual support agent provides a link to download Office. The Virtual support agent can also let you know if your product key has been blocked and can connect you to a live agent.

The product key isn't valid (INVALID_PRODUCT_KEY or ERR_INVALID_TOKEN)

You'll see this message along with either error code INVALID_PRODUCT_KEY or error code ERR_INVALID_TOKEN if you enter the wrong product key, or if you have a typo in your product key.

Examples of using the wrong product key

Most Microsoft products use a 25-character product key. If you own multiple Microsoft products, it’s easy to confuse the keys and use the wrong one. Here are some common things that can happen:

  • Using the product key from a sticker on a PC

    These product keys are normally for Microsoft Windows. Check the sticker for a product name to make sure it’s for the Office product you’re trying to install.

  • Using product keys for Office 2010 or earlier

    For Office 2011 for Mac or Office 2010, go to Microsoft.com/software-download/office.

  • Using on Office 365 for business product key

    These product keys are entered in a different location. For help, see Enter your product key for Office 365 for business.

  • Using the product key provided by a school or organization

    If your school or organization has a volume license agreement for Office, then you are using a different version of Office that uses volume license keys. These keys can’t be used for retail Office versions like Home and Student, Home and Business, or Professional, and can't be entered on this page. See Activate volume editions of Office for more information.

Common ways people mistype the product key

Reading the product key from a label can be difficult. Letters and numbers may look the same.

To avoid typing mistakes, here’s a list of commonly mistyped characters:

  • The letter B and the number 8.

  • The letter G and the number 6.

  • The letter O and the number 0.

  • The letter Q and the number 0.

  • The letters V and V back to back (VV) appear like the letter W.

Tip: If you bought Office from an online retailer and received a confirmation email, try copying and pasting the product key from this email instead of typing it.

The product key isn't valid (KEY_NOT_ACTIVATED)

You'll see this message if the retailer where you purchased Office didn’t activate the product key at the point of sale. The product key must be activated by the retailer before you can use it.

To resolve the issue, go back to the store where you purchased Office and have them activate the product key.

Sorry, we can't set up your account right now. Hang on to your product key, and try again later (ConversionBlockedSubscriptionViolations)

We can’t redeem your product key due to a billing issue with your Microsoft account.  Please go to your Microsoft account, Payment & billing page, locate the Pay settings section, and select the link for Change how you pay or Fix how you pay.

You have reached the maximum number of Office products that can be associated to your Microsoft account

You can redeem up to 30 one-time purchases of Office 2019, 2016, or Office 2013 on the same Microsoft account. To redeem additional products, you'll need to create another Microsoft account. For more help, see Getting maximum number error when you try to redeem Office?

I get an error that JavaScript is required to complete the activation process

After you enter a valid product key, the Next button should be enabled. However, if JavaScript isn't enabled in our browser, the Next button won't work. Use the guidance in Enable JavaScript to enable JavaScript in your browser. If you're using an iPad, you must use another device to redeem your product key because JavaScript isn't supported on iPads.

My web browser is blocking cookies

Here's how to enable cookies if your browser is blocking them:

Edge (Windows 10)

  1. In the Edge window, select More (...) > Settings > View advanced settings.

  2. Scroll down to Cookies, and select Don't block cookies

Internet Explorer

  1. In Internet Explorer, in the menu bar, select Tools Tools button in Internet Explorer, upper right corner > Internet options > Privacy > Advanced.

  2. Select Accept or Prompt under First-party Cookies, and Accept or Prompt under Third-party Cookies.

  3. Select OK.

Chrome

  1. In a Chrome window, do one of the following:

    • In the browser address box, enter chrome://settings/content.

      OR

    • On the Chrome menu, select Settings > Show advanced settings, and then under Privacy, select Content settings.

  2. In the Content settings dialog box, under Cookies, make sure Allow local data to be set (recommended) is selected.

  3. Select Done and refresh the browser.

Mozilla Firefox

  1. If you’re using Windows, in the Firefox window, select Open menu Firefox browser options menu > Options.

    Tip:  If you’re using a Mac, go to Firefox > Preferences.

  2. Select the Privacy tab.

  3. In the History section under Firefox will, select Use custom settings for history.

  4. Make sure Accept cookies from sites is checked and Accept third party cookies is set to Always, and then select OK.

Safari

  1. On your Mac, go to Safari > Preferences > Privacy.

  2. Under Cookies and website data, select Always allow.

  3. Select Close and refresh the browser.

Problems with language or geographical issues

Here are the common errors and how to fix them.

My country or region isn't listed

After you enter your product key, your current country or region might not appear in the list, or the website language might change. This can happen if you buy your product key in a different country or region than where you redeem it. Your product key is only valid for the countries or regions listed. If you need assistance, contact Microsoft support.

I get the error "This product key isn't meant for your region"

If you get this message, this means that your product key was purchased in a different country or region than where you're currently located. Office product keys must be redeemed in the country or region where they are purchased. If you need assistance, contact Microsoft support.

Microsoft account limits for Office

The redemption process on https://office.com/setup associates your Office product with your Microsoft account. Here are some important limits regarding your Microsoft account.

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