Microsoft Office Offer Not Claimed Due to Login with Existing EDU Account

The described scenario (OEM Office included with a new ASUS laptop, redemption not working as expected because of using the wrong account) matches issues that typically require direct Microsoft support intervention rather than a self-service fix.

From the available information, similar entitlement or activation problems for preinstalled Office on new devices have been resolved by contacting Microsoft support directly and working with an agent, who can check the license binding and help complete or correct the claim.

Actionable next step:

1. Contact Microsoft support via the official support entry point so an agent can:
   • Verify the device and included Office entitlement.
   • Check which account the license was bound to during the initial sign-in.
   • Help re-associate or correctly activate Office with the intended personal Microsoft account if possible under the offer terms.

Use this support contact path (desktop browser on the affected PC is recommended):

• Go to the Microsoft support contact page referenced in similar resolved cases: https://support.microsoft.com/en-us/home/contact?SourceApp=smc2&ContactUsExperienceEntryPointAssetId=Smc_home
• Choose the appropriate product category for Microsoft 365/Office for home.
• Start a chat or request a call so the agent can work with proof of purchase and device details.

Because OEM/bundled Office offers and account bindings are handled on Microsoft’s backend and are tied to specific hardware and keys, only support can reset or adjust the redemption in this kind of situation.

References:

• Office Home and Student 2021 issue - Microsoft Q&A
• Get help with your Microsoft account