What to include when you contact support
The details we need to answer an installation or activation question in one reply
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Send your order number, the email address you used at checkout, the product and the exact error code or message, ideally with a screenshot. For an installation or activation problem, add the details for your product below and the steps you've already tried.
For every request
- Your order number
- The email address you used at checkout
- The product, as named in your order
- What you were doing when the problem appeared
- The exact error code and message, or a screenshot of it
- The steps you've already tried
For Office on Windows
- The Windows version, from Settings > System > About
- The Office version and whether it's 32-bit or 64-bit, from Word > File > Account > About Word
- The licence status from ospp.vbs
To save the licence status to a file on your desktop, open Command Prompt as administrator, change to the folder that holds ospp.vbs, and run cscript ospp.vbs /dstatus > "%USERPROFILE%\Desktop\office-status.txt". Then attach the office-status.txt file from your desktop to your message.
The output shows only the last five characters of each key. Activate Office 2024 with your product key shows how to find the folder.
For the Office 365 Pro Account
- The account email address from your delivery email, never the password
- The device and its operating system, such as Windows 11, the macOS version, iOS or Android
- The app you were using, and the exact message or a screenshot of it
- On Windows, the account shown in Word under File > Account
For Windows activation
- A screenshot of Settings > System > Activation
- A screenshot of the window from slmgr /dlv, run in Command Prompt
For Office on a Mac
- The macOS version, from Apple menu > About This Mac
- The Word version, from Word > About Word
- A screenshot of any activation or sign-in prompt
Taking a screenshot
- On Windows, press the Windows key, Shift and S together and select an area. It's copied, ready to paste into a message.
- On Windows, press Print Screen to copy the whole screen.
- On a Mac, press Shift, Command and 4 together and select an area. It's saved to the desktop.
- On a Mac, press Shift, Command and 3 together to save the whole screen to the desktop.
- On an iPhone with Face ID, press the side button and the volume up button together. On an iPhone with a Home button, press the side button and the Home button together.
- On an iPad, press the top button and a volume button together, or the top button and the Home button on an iPad that has one.
- On most Android phones, press the power button and the volume down button together.
What not to send
Leave out card numbers, card security codes and passwords, including the password for an Office 365 Pro Account. Your order number lets us find the key or account we sent you, so you don't need to type the full key into your message.