Frequently asked questions


Q: My trial version of Office has or is about to expire and I need to purchase the actual product.

A: The easiest way to convert your trial version of Microsoft Office to a full version depends on the type of trial you have:

  • Trial versions of Office that are preloaded on your computer will display a link where you can convert to a full version at the end of your trial period. You can go here to choose the plan that’s right for you after your trial ends.
  • If you downloaded a trial version online, your trial will convert to an automatically renewing monthly subscription at the end of your trial. We’ll use the payment option you provided when you signed up. You can find out more at the Office trial offer sign up page.
You can always purchase the full versions of Office at Microsoft Store online or you can contact us at 1-877-696-7786 if you need help with your purchase.

Q: I'm looking for my Product Key from a recent purchase made for my downloaded version of Microsoft Office product.

A: If you purchased your product off the Microsoft Store Site or with a Microsoft Store Representative over the phone you will be able to go to www.microsoftstore.ca and login to your Microsoft account. Click on the Account link at top of the page. Review your Order History for the product you purchased and if it was a downloaded purchase item you will see the product key associated with item. You may be asked to login to your Microsoft account you used to make your Microsoft Store purchase before proceeding.

If you made your purchase as a guest, there are two ways to look up your product key:

  1. Open your order confirmation email and click the link within
  2. Or, go directly to My orders

To retrieve your order information

  1. Fill in your order number
  2. Enter email address you used to make your guest purchase

A: If you purchased your version of Microsoft Office online from another source other than the Microsoft Store site there is a chance you need to obtain your product key information at the following location.

  • Check your email for a confirmation order email that will contain your product key as part of the email sent to you after the order was completed on line.

Q: I have a question about how to use my Microsoft Product or trouble I'm having installing a Microsoft Product.

A: If you have questions or some challenges with using or installing your Microsoft Product we recommend starting at the following Microsoft Help and Support site http://support.microsoft.com/. Here you will find FAQ's and additional support options by selecting the Microsoft Product of interest under the Solution Centers section. Upon reaching the Solution Center page for the product of interest you can then review existing FAQ's, forums or you can click on Contact a support professional by E-mail, Online, or Phone at the top right of each page and you will be presented with the proper support channels available to you for the product in question.


Q: I need a disc copy of my downloaded copy for my Microsoft Product.

A: You can purchase a Windows backup DVD from our Windows backup media site if you want to install Windows from a disc rather than download it over the internet.

For Office Home and Student 2013, Office Home and Business 2013 or Office Professional 2013, you can go to your account page, click on the Install from a disc option and then choose to purchase a disc or burn a disc.

Note: There are no backup media options for Office 365 Home, Personal, or University.

For other products, you can obtain replacement discs for a minimal fee by contacting the Microsoft Supplemental Parts Department at 1-800-933-4750-, Monday through Friday, 5:00 A.M. to 7:00 P.M. Pacific Time.

Feel free to contact us at 1-877-696-7786 if you need additional assistance.


Q: I have not yet received my email confirmation invoice after purchasing my Microsoft Store product.

A: Please be sure you have looked in your inbox and your junk mail folder as a first step for the email confirmation for the account you used to place your purchase. You can go to www.microsoftstore.ca and login to your Microsoft account. Click on the Account link at the top of the page. Review your Order History for the product and review the status of your order at this location. You may be asked to login to your Microsoft account you used to make your Microsoft Store purchase before proceeding.

A: If you made your purchase as a guest, there are two ways to look up and track your order:

  1. Open your order confirmation email and click the link within
  2. Or, go directly to My orders

To retrieve your order information

  1. Fill in your order number
  2. Enter email address you used to make your guest purchase

If you saw a message noting that your order may take up to 24 hours to process upon completion of the ordering process on line or in your purchase history your order was showing a status of pending please review the following.

In order to ensure quality, your order is being reviewed by our Order Verification Team.

If you need additional assistance, please feel free to contact a Microsoft Store Representative at 1-877-MY-MSSTORE (1-877-696-7786).


Q: I'm having trouble downloading my product after purchasing on Microsoft Store.

A: You can start by reviewing the information at Microsoft Store Help under the Software Downloads or Download Manager sections for details around downloading your product.

If you need additional assistance, please feel free to contact Microsoft Store at 1-877-MY-MSSTORE (1-877-696-7786).


Q: What's the difference between 32- and 64-bit versions of Windows?

A: 32-bit and 64-bit refers to the way a computer’s central processor (essentially, its brain) handles information and the software that can run on that type of computer. You’ll want to check to see what version your computer uses since you can’t put software designed for a 64-bit system on a 32-bit system.

Note: Microsoft Office recommends using the 32-bit version of Office, even for 64-bit hardware. Read more.

To find out what type of system your Windows 8 or Windows 8.1 computer is using:

  1. Swipe in from the right edge of the screen and tap Settings > Change PC settings > PC and devices >PC info.(If you're using a mouse: Point to the lower-right corner of the screen, move the mouse pointer up, and then click Settings > Change PC settings > PC and devices > PC info.)
  2. System Type will be "64-bit Operating System" if you’re using a 64-bit operating system.
  3. System Type will be "32-bit Operating System" if you’re using a 32-bit operating system.

To find out what type of system your Windows 7 computer is using:

  1. Click Start, right-click Computer, and then click Properties.
  2. System Type will be "64-bit Operating System" if you’re using a 64-bit operating system.
  3. System Type will be "32-bit Operating System" if you’re using a 32-bit operating system.

Q: How do I get status of my order?

A: Please go to Tracking Your Order.


Q: How do I return a product I purchased at the Microsoft Store?

A: If you purchased your product online through the Microsoft Store, just visit returns and exchanges.

If you purchased your product at a Microsoft Store retail location, please visit the store where the original transaction took place or give us a call at 1-877-696-7786.

To return products purchased at a Microsoft Store retail location, please visit the store where the original transaction took place or contact the retail store location via phone for assistance.

Retail Store Locations


Q: How do I get help on my PC I purchased with Microsoft Signature?

A: Just give us a call at 1-877-696-7786, select the option for Technical Support, and we’ll be happy to help.


Q: How do I get my PC loaded with Microsoft Signature repaired?

A: Please go to PC Repair.


Q: Where can I purchase Windows 8 backup media?

A: If you want to install Windows from a disc rather than download it over the internet, you can buy a Windows backup DVD from our Windows backup media site.


Q: How can I update or remove my payment information?

A: Payment information is saved in your Microsoft account. To update or delete your payment details, sign in to https://account.microsoft.com with your Microsoft account and select Payment & Billing > Payment Options.


Q: I'm having a problem when I try to download, install, or, activate Office 365 Home Premium subscription or Office 2013.

A: Click here for help with downloading, installing, or activating Office.


Q: How do I get help for orders placed as a guest?

A: Note guest checkout is no longer supported on this site.

If you made your purchase as a guest, there are two ways to look up and track your order:

  1. Open your order confirmation email and click the link within
  2. Or, go directly to My orders

To retrieve your order information

  1. Fill in your order number
  2. Enter email address you used to make your guest purchase

Contact us for help with your guest order.