• Question

  • Unfortunately, to circumstances beyond my control my notebook develop an internal hard drive fault and the software package was deleted, on test, of my notebook. My emails were hacked into and all deleted, including the code sent by Microsoft for my installation. I'm now told that I cannot retrieve my package and have to buy a new one.

    What can I do to get my package back.  I have proof of purchase, the first product key number (on the orange card), why should I have to purchase it again.  They say it is the customers' responsibility to keep the second number, that was sent via an email, however why are there no allowances for the circumstances stated above?

    Any view or help would be appreciated.

    Wednesday, October 16, 2013 10:59 AM


  • Hello EDITH007,

    I understand your problem and I am really happy to get an oppurtunity to address this issue.

    About the hacking problem, there is a new secure online form to report Microsoft account issues. When the forum, which is on the Microsoft Community(www.answers.microsoft.com) is retired, the product will be removed from the dropdowns and you will no longer be able to create new threads in the forum.

    Create a support case using our new secure online form.

    Select the error you need help with and fill out the requested details on the following page. Please note you’ll need to be signed in with a Microsoft account to access the form. If you are unable to access your primary account, you can use an alternate account (if you have one) or create a new one at https://signup.live.com.

    You should have asked this over here to as it was a more appropriate place.

    If it isn't solved there, you could give feedback to Microsoft Office here.

    Never mind, please inform us if you have any other problems regarding this issue.

    Hope my information helps...

    Thanks and Regards.

    Please mark as useful or answer if this solves your problem, so that other users can simply read the answer instead of going through the whole conversation.

    • Edited by Programmer_04 Wednesday, October 16, 2013 11:37 AM
    • Proposed as answer by Just Karl Friday, October 18, 2013 2:42 PM
    • Marked as answer by Just Karl Friday, October 25, 2013 2:31 PM
    Wednesday, October 16, 2013 11:06 AM