How JustAnswer Works:

  • Ask an Expert
    Experts are full of valuable knowledge and are ready to help with any question. Credentials confirmed by a Fortune 500 verification firm.
  • Get a Professional Answer
    Via email, text message, or notification as you wait on our site.
    Ask follow up questions if you need to.
  • 100% Satisfaction Guarantee
    Rate the answer you receive.

Ask michelleclive Your Own Question

michelleclive
michelleclive, Computer Support Specialist
Category: Microsoft Office
Satisfied Customers: 4756
Experience:  Indept expertise on MS Office package
26798893
Type Your Microsoft Office Question Here...
michelleclive is online now

I have refreshed my computer but lost my Microsoft Office 365

Resolved Question:

I have refreshed my computer but lost my Microsoft Office(###) ###-####in the process. I have the receipt for the computer that includes the "Card Number" but it is clearly not the product key as it does not have 25 characters. What do I do?
Submitted: 10 months ago.
Category: Microsoft Office
Expert:  michelleclive replied 10 months ago.
Hi my name is ***** ***** I will be the expert working with you today to help and resolve the problem you have posted.did you purchase MS office 365 online or from a store?
Customer: replied 10 months ago.
In a store
Expert:  michelleclive replied 10 months ago.
you must be having a disk of MS office which has the product key on the cd jacket pocket try to locate that and install MS office.
Customer: replied 10 months ago.
No I just have the receipt.
This records the sale of Office as follows -
1-> MICROSOFT OFFICE 365
Thank you for buying this Key Card. For help please see the reverse of this card.
Store: EPCRY0000115
Card Number: 6298741690001934237
Transaction ID
Network
Prepay Product Offie 2013
Expert:  michelleclive replied 10 months ago.
have you check the reverse of the card which has the activation code or license key.
Customer: replied 10 months ago.
There was no actual card, only what I told you the receipt said
Expert:  michelleclive replied 10 months ago.
give me few mins i am working on my side.
Customer: replied 10 months ago.
If it's relevant, I bought it with McAfee LIVESAFE 2016.
On the receipt under the 1-> MCAFEE LIVESAFE, 1-> KNOWHOWCLOUD 2TB 1YR, 1-> MICROSOFT OFFICE 365, it says
PHILIPS HD4671-60 JUG £34.99
But I can't remember what this means.
Expert:  michelleclive replied 10 months ago.
got it...do you remember the email idyou provided at the time of installing it first
Expert:  michelleclive replied 10 months ago.
please open this link: https://store.office.com/#
Expert:  michelleclive replied 10 months ago.
sign in and let me know if you are able to login or not
Customer: replied 10 months ago.
it would have been***@******.*** or***@******.***
Expert:  michelleclive replied 10 months ago.
try to login and check
Customer: replied 10 months ago.
what do you mean?
Expert:  michelleclive replied 10 months ago.
open the website store.office.com and click on the login/sign in option on topenter your email and passwordlet me know if you are able to signin on office store website
Customer: replied 10 months ago.
I am logged into the website under ***** *****
Expert:  michelleclive replied 10 months ago.
great..now check do you see an option on top that says products or myaccount
Expert:  michelleclive replied 10 months ago.
if you wish i can remote connect and find the key for you
Customer: replied 10 months ago.
I am in My Account now
Customer: replied 10 months ago.
Please remote connect and find the key for me
Expert:  michelleclive replied 10 months ago.
ok do you see any option that says my product
Expert:  michelleclive replied 10 months ago.
click here for remote connectionin the page that opens click on agreedownload and run the elsinore screen connect fileallow it to install
Expert:  michelleclive replied 10 months ago.
remote connection made
Expert:  michelleclive replied 10 months ago.
Guest: I am now in my own accountmichelleclive: let me open the page so that you may sign in with your own email\michelleclive: no even this one too does not have the product patchedmichelleclive: do you have the disc for officeGuest: nomichelleclive: so how did you install it last time before refreshing the pcmichelleclive: did you download itGuest: no it came installed on the computer I thinkmichelleclive: got it\Guest: If you click on the top left open app on my computer you will see a list of applications hat have been deleted by the refresh. The entry under Office may give you a clue. Johnmichelleclive: please leave the mouse\michelleclive: if you dont see any activity dont worry i might be woprking in the backgroundmichelleclive: let me know the name of the product listed on the card\michelleclive: is it office 365 or office 2013Guest: Office 365 on the receipt - no card. Did you see the reference to Office on the deleted applcations list?michelleclive: no it does not show in the deleted list\michelleclive: also if it came preinstalled a pc refresh usually does not delete preinstalled apps\Guest: Yes it does. Do you want me to highlight it with my mouse?michelleclive: yes please quite possible i might have\michelleclive: got it\michelleclive: thanks\michelleclive: now office 365 was not preinstalled but might have been installed by the store after the initial configurationmichelleclive: in such a case the refresh deleted it..further during installation maybe your email or phone number was not provided but a different one thats why this is not patchedmichelleclive: now to get this sorted if we try to download and install it will ask us to buy it which we dont want to do\so in this case we will have to get in touch with microsoft who after verifying the purchase receipt will share a new product key with youmichelleclive: give me 2 mins..let me find a contact pointmichelleclive: ok thanks for waiting..found a contact pointmichelleclive: let me try that from your pcmichelleclive: keep a watch on screen while i do this so that in case any info is required i can ask youmichelleclive: please sign in\michelleclive: have you checked on the back of receiptmichelleclive: any code that has letters and numbers\michelleclive: please type both your emails in this chat\michelleclive: ok thanksmichelleclive: can you tell the name of the storemichelleclive: from where you got it\michelleclive: can you open that listmichelleclive: of deleted itemsmichelleclive: i believe you are watching the chat conversation while i am chattinmg on your behalfmichelleclive: thanks for waitingGuest: Not at all satisfactory but thanks for tryingmichelleclive: now as you must have seen what microsoft had to saymichelleclive: so now here is what ahs to be donemichelleclive: you have to take a print of the chat i saved on the desktop and a copy of the receiptmichelleclive: take it to the store and tell them that they should provide a replacement keyGuest: OK, but it will only last for 3 months?michelleclive: they would automatically open the email they used to install it and provide you the key..they cannot ask you to check with microsoft as now we have a proof that its currys who has to give you a replacement key\michelleclive: no...how long it will last depends on type of subscriptiomnmichelleclive: if its a yearly thing then it will expire..if its a free version it will be valid for alwaysmichelleclive: thsi only the store guiys would know what they soldGuest: Thanks must go now. Bye and thanks againmichelleclive: you are welcome..howeever before you end this session one last thingmichelleclive: i will open the just answer page firstmichelleclive: you may click on stars on top of just answer page to rate me for mys ervice if you are satisfied with my time and effort on this issuemichelleclive: i will end the session now..thanks for using my service
michelleclive, Computer Support Specialist
Category: Microsoft Office
Satisfied Customers: 4756
Experience: Indept expertise on MS Office package
michelleclive and 3 other Microsoft Office Specialists are ready to help you

What Customers are Saying:

 
 
 
  • My Expert answered my question promptly and he resolved the issue totally. This is a great service. I am so glad I found it I will definitely use the service again if needed. One Happy Customer
< Previous | Next >
  • My Expert answered my question promptly and he resolved the issue totally. This is a great service. I am so glad I found it I will definitely use the service again if needed. One Happy Customer
  • Wonderful service, prompt, efficient, and accurate. Couldn't have asked for more. I cannot thank you enough for your help. Mary C.
  • This expert is wonderful. They truly know what they are talking about, and they actually care about you. They really helped put my nerves at ease. Thank you so much!!!! Alex
  • Thank you for all your help. It is nice to know that this service is here for people like myself, who need answers fast and are not sure who to consult. GP
  • I couldn't be more satisfied! This is the site I will always come to when I need a second opinion. Justin
  • Just let me say that this encounter has been entirely professional and most helpful. I liked that I could ask additional questions and get answered in a very short turn around. Esther
  • Wonderful service, prompt, efficient, and accurate. Couldn't have asked for more. I cannot thank you enough for your help. Mary C.
 
 
 

Meet The Experts:

 
 
 
  • jstinehelfer

    jstinehelfer

    Information Systems Manager

    Satisfied Customers:

    23
    A+ Comptia Certified computer repair
< Previous | Next >
  • http://ww2.justanswer.com/uploads/JS/jstinehelfer/2012-6-6_215146_Pictureofme1.64x64.png jstinehelfer's Avatar

    jstinehelfer

    Information Systems Manager

    Satisfied Customers:

    23
    A+ Comptia Certified computer repair
  • http://ww2.justanswer.com/uploads/JA/JasonJames122/2011-12-16_135647_jasonjamesheadshotweb.64x64.jpg JasonJames122's Avatar

    JasonJames122

    Computer Enthusiast

    Satisfied Customers:

    0
    I manage all information systems (network of Windows PC's and servers with Microsoft Office products) for a small business
  • http://ww2.justanswer.com/uploads/JE/jessmagz/2012-6-6_18129_jm.64x64.jpg Jess M.'s Avatar

    Jess M.

    Computer Support Specialist

    Satisfied Customers:

    233
    Computer Software Specialist for more than 10 years
  • http://ww2.justanswer.com/uploads/JA/JACUSTOMERf8udkdxk/2013-8-3_15150_323738101505074393259301621172992o.64x64.jpg KamilAnwar1's Avatar

    KamilAnwar1

    Office Specialist

    Satisfied Customers:

    119
    8+ Years of Experience. / CCNA (S), CCNA (W), CCNA (RS), MCTS, MBCs.
  • http://ww2.justanswer.com/uploads/SE/Seashore2011/2011-12-6_33418_111205223015.64x64.jpg Chris L.'s Avatar

    Chris L.

    Support Specialist

    Satisfied Customers:

    111
    Certified Expert with over 10 years experience.
  • http://ww2.justanswer.com/uploads/WI/Windowspcfix/2013-8-19_153826_ja12.64x64.jpg James K.'s Avatar

    James K.

    Consultant

    Satisfied Customers:

    110
    Technical Director of IT Company
  • http://ww2.justanswer.com/uploads/KR/krkljatorm/2012-6-24_153417_ITMiro.64x64.jpg IT Miro's Avatar

    IT Miro

    Computer Scientist

    Satisfied Customers:

    56
    Bachelor's Degree in Information Technology, Microsoft Certified Professional