When you enter a product key on Office.com/setup, you might see one of the following error messages:
- "Sorry, we can't set up your account right now. Hang on to your product key, and try again later. If this happens again, contact support." [Error code: ERR_MISSING_PARTNUMBER]
- "Sorry, we can't find this product key in our database." [Error code: ERR_INVALID_TOKEN]
These messages appear if you enter a product key for an older version of Office that isn't available for download from Office.com/setup. Here's where you can enter those product keys.
- For Microsoft 365 for business, go to Enter your product key for Microsoft 365 for business.
If your product key doesn't work on these sites, it might be a volume license key. Volume license keys are typically used by organizations to activate volume editions of Office Professional Plus. If you have a volume license key, please contact your administrator for help with installing Office or see Activate volume editions of Office to activate Office Professional Plus using a product key.
Still need help? Contact Support
If you’ve followed the guidance in this article and still need help, visit our Microsoft support page for assistance.