Just bought a Surface Pro 12 with 24 month microsoft 365 personal, but cant find it

Question

Just bought a Surface Pro 12 with 24 month microsoft 365 personal, but cant find it

Marty Chen 0

Dear Sir: I buy from Bic Camera, it is a bundle with keyboard, pen and microsoft 365 persoanl , but after I boot up, I cant find microsoft 365 preinstalled ?

What Can I do?

Marty

John Jefferson Doyon 88,240 Reputation points Independent Advisor

2026-04-06T09:44:14.2733333+00:00
Hi, I'm John! I will help you with this.

To help narrow down the issue:

Did you sign in using the same Microsoft account you used when you bought the device?

When you go to https://account.microsoft.com/services do you see the Microsoft 365 Personal there?

Did the store give you a product key card or receipt with a code for Microsoft 365?

When you search “Word” or “Excel” on the Start menu, do they show up or nothing at all?

1 answer

Your answer

John Jefferson Doyon 88,240 Reputation points Independent Advisor

2026-04-06T09:44:14.2733333+00:00

Hi, I'm John! I will help you with this.

To help narrow down the issue:

Did you sign in using the same Microsoft account you used when you bought the device?

When you go to https://account.microsoft.com/services do you see the Microsoft 365 Personal there?

Did the store give you a product key card or receipt with a code for Microsoft 365?

When you search “Word” or “Excel” on the Start menu, do they show up or nothing at all?

Answer 1

Do the following to get and install Microsoft 365 Personal that came with the Surface Pro:

Check if Office apps are already installed
- In Windows, use the search box on the taskbar and type Word or Excel.
- If they appear, open one of them and follow the prompts to Try / Buy / Activate. Choose the option that matches the bundle (usually sign in and activate).
Redeem or locate the subscription
- For a retail bundle from a store, there is usually either:
  - A card or leaflet in the box with a product key or redemption instructions, or
  - The subscription already associated with a Microsoft account at purchase.
- If there is a card/code, redeem it using the instructions from the store packaging, then sign in with that Microsoft account.
Install or reinstall Microsoft 365 from the account
- Go to the Microsoft account dashboard and sign in with the Microsoft account used to redeem or set up the bundle.
- Select Subscriptions.
- Under Microsoft 365 Personal, select Install Microsoft 365 (or Install for the matching product).
- Follow the prompts to download and run the installer. Keep the Surface powered on and online while it installs.
Activate after installation
- When installation finishes, open Word or Excel.
- Accept the license terms and sign in with the same Microsoft account if prompted. This activates Microsoft 365 Personal on the Surface.
If Office still does not appear
- If there is no Microsoft 365 subscription under Subscriptions for the signed-in account, contact the store (Bic Camera) with the purchase receipt to confirm how the 24‑month subscription is provided (card, code, or pre‑registration to an account).

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