Why is my computer still using Microsoft Office 2021 after installing Office 2024?

I was able to resolve this today on 2 of our computers with similar issues. I followed the steps listed here: Microsoft Learn but pasted the relevant portion below.

Steps to Fix Office Activation Error

1. Remove all license token files and folders if found in the following locations: **Nothing was here for me, so I proceeded to step 2.** a. For vNext license type:

    %localappdata%\Microsoft\Office\Licenses
   

   (Microsoft 365 Apps for enterprise version 1909 or later) b. For Shared Computer Activation license type:

    %localappdata%\Microsoft\Office\16.0\Licensing
   

2. Check for and remove legacy licensing by using the ospp.vbs script. IMPORTANT: Make sure that the user account you use is a member of the Administrators group on the computer on which you run the script. a. Navigate to the correct directory. Run one of the following commands from an elevated command prompt, as appropriate for your Office installation: i. For a 64-bit Office installation on a 64-bit operating system:

    cd "C:\Program Files\Microsoft Office\Office16"
   

   ii. For a 32-bit Office installation on a 64-bit operating system:

    cd "C:\Program Files (x86)\Microsoft Office\Office16"
   

3. Run the following command to get a list of the licenses currently in use:

    cscript ospp.vbs /dstatus
   

   NOTE: The output could include licenses for multiple applications. If it displays “No installed product keys detected,” skip steps 4 and 5 and go to step 6, “Delete the following registry entry,” below. If a partial product key is returned for the applications whose licenses you want to remove, note the value displayed for Last 5 characters of the installed product key to use in step 4, below.
4. Run the following command to remove the license for an application by using the associated partial product key:

    cscript ospp.vbs /unpkey:<last 5 characters of product key>
   

   For example:

    cscript ospp.vbs /unpkey:2WC00
   

   You should see the message “Product key uninstall successful” when the license is removed.
5. Repeat the cscript ospp.vbs /unpkey command as needed to remove the licenses for the applications listed in the output from step 3.
6. Delete the following registry entry: ** I think this step made all the difference**

    HKEY_CURRENT_USER\Software\Microsoft\Office\16.0\Common\Licensing
   

Part 2: Remove Cached Office Account Identities in HKCU Registry

1. Delete the following registry entry:

    HKEY_CURRENT_USER\Software\Microsoft\Office\16.0\Common\Identity
   

   If you have Shared Computer Activation enabled, remove the Identity registry key location from the HKEY_USERS\<The user SID>\Software\Microsoft\Office\16.0\Common registry key. To get the currently signed-in user’s SID, run the command whoami /user in a non-elevated command prompt.
2. Check for and delete any values present under the following registry key:

    HKEY_CURRENT_USER\Software\Microsoft\Protected Storage System
   

Hi,

This is due to remaining license files of the old Office. The new Office has been installed but identifies itself incorrectly.

I had this problem too and found it extremely annoying.

Here's the solution:

Close all Office applications.

Use explorer to go to c:\program data\Microsoft\office\licences and delete all files in this directory.

(The \program data folder may be hidden. If so, click on “show” at the top of explorer and then on “show hidden items”.)

Restart Word. You will be asked to log in or you can choose to enter the product key. Do not log in, but then enter the key again and the identification will normally be correct as Office 2024.

I've uninstalled 2021 and after installing 2024, the Account option still shows 2021.

I will add to the string of dissatisfied users - I'm having the same problem.

I have Office Home & Business 2021 on a laptop. Just bought a new desktop and since I can't share the license, I bought an Office Home & Business 2024 for the desktop. When I signed in to the new desktop, evidently MS decided to load the 2021 version without my prompting. I did not accept the license and closed it down. Then loaded 2024 to the desktop and now all I get is 2021 showing when check on the Account tab. I can change the license to the 2024 version with the Switch License button but when I exit the app and open it again it reverts back to 2021.

I've uninstalled both from the desktop, reinstalled 2024 with no fix; tried the "modify" with no fix; went into cscript ospp.vbs actions to identify and then delete the key, reinstalled - no fix; downloaded SARA (Support and Recovery Assistant) to totally uninstall both versions but that didn't work either. That's when the CSR said it needs to get sent to Office Tech Support Team and they never answered or picked up on the chat...

So far I've been on MS Help chat and calls for over 4 hours. Still not solved and with all the transfers, the call dropped when they transferred me. I call back, get transferred again, call drops during transfer again...repeated enough times that I now have to wait 24 hours to call again.

I've tried to chat but it seems there is an open ticket that occurred when a CSR answered and then the call dropped. They never closed the ticket so it shows as open and "issue resolved" and so I can't enter a new ticket.

Is there any other number to call to actually talk to someone to get out of this crazy loop?

Or has anyone stumbled upon a fix yet?

I had the same problem but i somehow fixed it by going to the "installed apps" section, choosing the 3 dots option right next to the Office 2024 app and chose modify, then i selected quick repair, click on repair and wait for a minute. It just worked like magic!