Unreadable Pin on MS365 Military Appreciation Edition

KM Woods 0 Reputation points
2026-09-11T21:03:04.32+00:00

I purchased Military Appreciation Edition Microsoft 365 Family 12 Month Subscription thru https://www.shopmyexchange.com/. Much of the code peeled off and is unreadable. How do I contact Microsoft and/or redeem the code or get a replacement?

MS365_Defective_Card_Front

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Microsoft 365 and Office | Install, redeem, activate | For home | Windows
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  1. Xavier-D 12,600 Reputation points Microsoft External Staff Moderator
    2026-09-12T02:30:10.71+00:00

    Since this is a public forum, we will hide your personal identifiable information, and I have sent that image of yours containing your personal identifiable information in a private message so we can work together to resolve the issue. 

    Hello KM Woods

    I am sorry hear that the product key was damaged when the protective coating was removed.

    It's recommended that if a product key is damaged, but you have valid proof of purchase, Microsoft Support may be able to replace the key or provide another option.

    Please take the following steps:

    Please note that this is a user-to-user support forum. Moderators and contributors, including external Microsoft employees, are not allowed to directly interfere with Microsoft product features or access back-end systems. Our role is limited solely to providing technical guidance on reported incidents, requests, or ideas.  

    1. Keep the original card, packaging, receipt or online order confirmation, and any remaining readable characters.
    2. Open a website link - Contact - Microsoft Support 
    3. In the box below "We're here to help", type Microsoft 365, click "Get Help", and then click "Contact Support" below. 
    4. In this section, you will need to sign in to your Microsoft account. 
    5. Select "Microsoft 365 and Office" under Products & Services, select "Manage my Subscription" as the category, and click to confirm 
    6. You can select " Chat with a support agent in your web browser " to access the chat window. 

    Explain that the unused Microsoft 365 Family Military Appreciation Edition key was damaged while the coating was being removed.

    If Microsoft Support cannot validate or replace the key, contact ShopMyExchange customer service because the subscription was purchased through that retailer.

    Disclaimer: This is a third‑party link not provided by Microsoft. Please be cautious with any unsafe links or files included. Microsoft is not responsible for the content or security of third‑party websites.  

    If Microsoft or the retailer provides the complete replacement key, redeem it at Microsoft 365 setup while signed in to the Microsoft account that should own the subscription.

    I hope Microsoft Support or ShopMyExchange can validate the purchase and issue a replacement for you.

    Have a nice day.

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