How can I solve the problems I've encountered?

统 张 20 Reputation points
2026-09-07T06:59:05.8+00:00

The Office software that came pre-installed on my computer cannot be activated normally. After logging in to my Microsoft account, it doesn't automatically redirect to the "You already have Office" interface. When I click "Activate" in the account settings, only a gray window appears, and I can't activate it properly. In the "Library" section of the Microsoft Store, it shows that the Office that came with this device hasn't been claimed. However, when I click "Claim", the interface just refreshes once, and there's no indication that the claim was successful. Moreover, when I open Word, the "You already have" interface doesn't pop up.

Microsoft 365 and Office Install,redeem,activate For home Windows

Microsoft 365 and Office | Install, redeem, activate | For home | Windows
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AI answer

2026-09-07T06:59:27.5933333+00:00

For a new Windows PC with Office pre-installed, this usually means the included Office offer was not fully claimed or the preinstalled copy is stuck. Use this order:

  1. Verify Windows is activated first.
    • In the Windows search box, type Activation.
    • Select See if Windows is activated.
    • Confirm it says Windows is activated.
    • If Windows was only recently activated, wait up to 30 minutes, then open Word again and try Office activation.
  2. Start an Office app and sign in with the Microsoft account that should own the included Office offer.
    • If the activation wizard appears, follow the prompts.
    • On new devices with an included purchase or offer, the digital product key is transmitted to the PC, so there is no printed key to enter.
  3. If the preinstalled activation flow still does not complete, reinstall Office from the Microsoft account.
    • Close all Office apps.
    • Go to Services & subscriptions: https://account.microsoft.com/services/
    • Sign in with the same Microsoft account used to set up Office.
    • Find the Office product and select Install.
    • Choose install options, then select Install and complete setup.
    • This is the documented workaround when a new PC keeps returning to the setup page or the preinstalled copy does not activate correctly.
  4. If Word shows activation errors such as Unlicensed Product, check the common causes:
    • Make sure the sign-in account is the one used to buy or claim Office.
    • Check whether more than one copy of Office is installed, because multiple installs can cause activation conflicts.
    • Check whether the subscription or product status is active.
  5. If the message says “The products we found in your account can't be used to activate”, the installed apps may not match the product owned.
    • This can happen when the device has Microsoft 365 apps preinstalled, but the owned product does not include all those apps.
    • It can also happen on a new device that needs Office updates before recognizing an Office 2019 product key.
    • In that case, update Office first, or install the correct Office edition from the Microsoft account.
  6. If the included Office still shows as unclaimed in Microsoft Store and the claim button only refreshes, use Microsoft guided support for activation issues.

References:

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  1. 统 张 20 Reputation points
    2026-09-07T12:05:43.56+00:00

    I have solved this problem through my personal efforts, but thank you for your answer. It will help me a lot. Thank you.

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  2. Jhun Buala 5,535 Reputation points Independent Advisor
    2026-09-07T11:59:43.7+00:00

    Hi 统 张,

    Good day. The issue could be on the Office license included on your PC. It maybe not yet been properly linked to your Microsoft account yet. Since the Microsoft Store also doesn't complete the "Claim" action, I would focus on refreshing the Store and Office activation rather than trying the same activation screen again.

    Try doing this first:

    1. Reset the Microsoft Store Press Windows + R. Type wsreset.exe and press Enter. A blank window may appear for a while. Wait until Microsoft Store opens again.
    2. Sign out and back in to Microsoft Store Open Microsoft Store > select your profile picture. Sign out. Restart the PC. Open Microsoft Store and sign in with the same Microsoft account you want to use for Office.
    3. Check the Office entry again Go to Library in Microsoft Store. Find the Office that came with your computer. Click Claim again. Give it a little time to process. If it simply refreshes without confirming the claim, don't keep clicking it repeatedly.
    4. Repair the Office installation Go to Settings > Apps > Installed apps. Find Microsoft 365/Office. Click the three dots > Modify. Try Online Repair. After the repair finishes, restart the computer and open Word again.
    5. Check which account Word is using Open Word > File > Account. Check the email address shown under User Information. Make sure it is the same Microsoft account you used in the Microsoft Store.

    If the Claim button still only refreshes and Word still doesn't show the "You already have Office" screen, this may be an issue with the Office entitlement that was supplied by the computer manufacturer. In that case, reinstalling Office again may not solve it because the license itself may not have been attached correctly to your account.

    I hope this helps.

    Regards,
    Jhun

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