Frequently asked questions


Q: I have questions about Microsoft Office.


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 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: 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: 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: 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.


Q: How do I download and install Windows 10?

A: You will be prompted to download and install Windows 10 after you purchase your license. However, if you need to download your product again or the download was interrupted, just follow these steps.

To download and install Windows 10:

  1. Sign in with your Microsoft account.

  2. In the menu select Digital Content.

  3. Find your Windows 10 purchase, then click Download.

  4. Follow the instructions to finish installing Windows 10.

  5. When prompted you must enter your product key which is also located in your Digital Content within your Account.


Q: Where can I find my Product Key?

A: Your Product Key will be provided with your purchase. However, if you need to find it again it is included on your confirmation email or in your Digital Content.

To find your Product Key:

  1. Sign in with your Microsoft account.

  2. In the menu select Digital Content.

  3. Find your Windows 10 purchase and you can see your Product Key


Q: What if I have additional questions about downloading & installing Windows 10?

A: See the Windows 10 Software Download FAQ for more details.


Q: What are the basic facts of the free Windows 10 upgrade offer?

A: Microsoft is making Windows 10 available as a free upgrade1 for qualified Windows 7 and Windows 8/8.1 devices. The free upgrade for select Windows Phone 8.1 devices will start to be available later this year.

See the Windows 10 Upgrade page for more details.


Q: How do I get my free upgrade?

You can do one of two things:

  1. Buy a new device with Windows 10 already on it, or a new Windows 8.1 device and upgrade it to Windows 10 for free1, or

  2. Upgrade your existing eligible Windows 7 or Windows 8/8.1 PC for free1

Not every device will run every feature of Windows 10. Be sure to check with your manufacturer before purchasing. Additional details on upgrade qualifications are below and on the Windows 10 specifications page.



1Windows Offer Details

Yes, free! This upgrade offer is for a full version of Windows 10, not a trial. 3GB download required; internet connection fees may apply. To take advantage of this free offer, you must upgrade to Windows 10 within one year of availability. Once you upgrade, you have Windows 10 for free on that device.

Windows 10 Upgrade Offer is valid for qualified and genuine Windows 7 and Windows 8.1 devices, including devices you already own. Some hardware/software requirements apply and feature availability may vary by device and region. The availability of Windows 10 upgrade for Windows Phone 8.1 devices may vary by OEM, mobile operator or carrier. Devices must be connected to the internet and have Windows Update enabled. Windows 7 SP1 and Windows 8.1 Update required. Some editions are excluded: Windows 7 Enterprise, Windows 8/8.1 Enterprise, and Windows RT/RT 8.1. Active Software Assurance customers in volume licensing have the benefit to upgrade to Windows 10 enterprise offerings outside of this offer. To check for compatibility and other important installation information, visit your device manufacturer’s website and the Windows 10 Specifications page. Windows 10 is automatically updated.  Additional requirements may apply over time for updates.