Frequently Asked Questions for OEM Resellers and System Builders

Find answers to the questions that resellers and system builders most often ask. If you do not find the topic or answer that you are seeking, send your question to Microsoft OEM Internet Business Support. ​​​​​​​​​​​​​​​​​​​​​​

Office 2013 Activation and Installation Support

Q. Where can I find information about Office 2013 activation and installation?
Q. Where can I get help with other Microsoft Office questions?

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Technical Support

Q. Where can I get help with product activation?
Q. How do I get started with an authorized Microsoft OEM distributor?
Q. Where can I find Microsoft product pricing?
Q. Who do I contact if I am missing product keys?

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Q. Can I use OEM system builder software that I purchase and install myself?
Q. Can I install OEM software on a virtual machine (VMware)?
Q. What do I do if a customer returns a computer system that I sold, but the customer has activated the OEM system builder Windows software?
Q. Can I export OEM software?
Q. Is OEM system builder software transferable?
Q. My customer would like to downgrade Windows 8.1 Pro to Windows 7 Professional. What is the process and what are the rules?

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Replacement Programs

Q. I received damaged software media. How do I get it replaced?

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ISV Upgrade Program

Q. My customer would like an ISV application to be available to upgrade to a more recent version of Windows Server or SQL Server, what can I do?

A. If an ISVs application is preventing your customer from upgrading to Windows Server 2012 R2 or SQL Server 2014, Microsoft can help. The ISV Upgrade Program provides short-term, highly tactical engagements to accelerate the ISVs development timeline to support the latest version of Windows Server or SQL Server. They will work with the customer and ISVs to build a business case and provide them with technical assistance to facilitate their upgrade. The process is simple – send an email to with your contact information, a contact at the ISV and Customer (if applicable), server version(s), and your estimate on revenue opportunity. We will respond with next steps within 48 business hours.

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Q. I am experiencing trouble with my Microsoft Account verification. Where can I find help?
Q. I’ve lost my Microsoft Account (formerly LiveID) username. Can I recover it?

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