Problems with your Microsoft 365 for business product key?
If there's an error message when you try to redeem a product key for Microsoft 365 for business, try these common solutions.
Need help immediately? Call Microsoft Support.
For help with a Microsoft 365 Family or Microsoft 365 Personal product key, see Using product keys with Microsoft 365.
Product key error help with Microsoft 365 for business
| Error message when you enter your product key... | Try this... |
|---|---|
| "Sorry, this is an invalid product key. Try entering it again. If your product key is for Microsoft 365 Personal or Microsoft 365 Family, redeem it at office.com/setup." If you're using Office 365 Solo in Japan: "Sorry, this is an invalid product key. Try entering it again. If your product key is for Office 365 Solo, redeem it at office.com/setup." |
If you're setting up Microsoft 365 Family or Personal, you need to redeem your product key at https://setup.microsoft365.com. Otherwise, for business customers, carefully check the numbers and characters you're entering. |
| "The product key you entered isn't valid. Try entering it again." Or "This product key isn't valid. Enter a different product key." | Carefully check the numbers and characters you're entering. Mistakes can be made with 0 and o, 5 and S, l and I, and so on. If the issue persists, contact the reseller where you bought your product key. |
| "You have already entered this product key. Enter a different key." | Check the product keys you already entered to see if the key was added. If you're renewing a subscription using a product key, you must use a new and unused product key. Need to buy a new key? Visit a reseller, or—if you're working with a partner—contact your partner. If the issue persists, contact support. If you're working with a partner, contact your partner for product key support. |
| "The product key you entered has expired. Enter a different key." | You must use a new and unused product key to renew a current subscription or activate a new subscription. Need to buy a new key? Visit a reseller, or—if you're working with a partner—contact your partner. |
| "This product key has already been used. Enter a different product key." | Verify that the key hasn't already been used by you or a member of your organization. If the key hasn't already been used, contact your partner or the reseller where you bought the product key. |
| "Sorry, we can't process your request right now. Wait a few minutes and try again." | If subsequent attempts result in the same error message for more than 15 minutes, contact support. |
| "The requested subscription isn't available. One of the following reasons could have caused this: The offer isn't available - The service isn't available in your country/region - It's impossible to use/select the same trial twice. If the issue persists, contact Microsoft support." | Contact support. If you're working with a partner, contact your partner for support. |
| "You've added more user licenses than this offer allows. The maximum is <x> user licenses. Remove this product key and enter one that adds fewer user licenses." | Contact your reseller or partner. You bought more licenses than can be used with this Microsoft 365 subscription. |
| "You must be a global or billing admin to redeem a product key." | Be sure your permissions are set as at least a Billing Administrator. To verify this, Sign in to Microsoft 365 with your work or school account and go to the admin center. In the admin center, select Users > Active users. In Filters, select Billing admins. Ensure that you're listed in the results. |
Note
When you buy Microsoft 365 through a partner, Microsoft sends you an email containing instructions to get your product key and activate your subscription in the Volume Licensing Service Center. To learn more about Volume Licensing, see help for existing Volume Licensing customers.
Related content
Find and enter your product key (article)
Renew your subscription (article)
Buy licenses for your subscription (article)