Microsoft(R) Home Use Program

Frequently Asked Questions

Program & Eligibility Information Are you eligible for this program?
Purchase & Order Support Answers for questions about orders and accounts.
Products, Licenses & Options Simple answers for many of your technical questions.
Activate, Install & Download Answers on downloading and installing your purchased applications.
Returns, Refunds & Exchanges Answers to questions on Terms, Limitations and Return policies.
Program & Eligibility Information

Program & Eligibility Information

1 488

Eligible customers are allowed to purchase a single license of either Office Professional Plus 2013 or Office for Mac 2011. Additionally, if part of the Enterprise Agreement, customers may purchase one each of the other products available from the online store, usually Project or Visio.

However, there is not a limit on purchases of Language Packs.

This was helpful?
2 440

The Home Use Program is a Software Assurance benefit available to Microsoft volume licensing customers with active Software Assurance coverage on their Office applications.  Employees who use the covered licenses at work are eligible to purchase these Office applications for use on a home PC during the term of their employment.  This temporary license expires with the employers Software Assurance coverage, or upon termination of employment with the covered customer.

This was helpful?
3 456

In order to place a HUP order, you must be an active employee of a company who has a valid Enterprise Agreement with Microsoft. You will need a valid work e-mail address, the company Program Code and an accepted form of payment.

Visit to enter your work e-mail address and program code. You will then be e-mailed a link to complete your purchase.

The HUP purchase link is only valid for the employee and cannot be transferred.

This was helpful?
4 504

Each company assigns a Benefits Administrator (BA), internal to their company, to be responsible for managing the Home Use Program for their company. This BA can provide the assigned program code for your company.

If you have forgotten your Program Code, you may also look it up online by clicking here and entering your work email address. If your e-mail address is authenticated, you will receive an eligibility email with instructions on how to enter the store.

This was helpful?
5 472

To validate you are an eligible employee, we must verify your email domain and program code is from an eligible, participating Microsoft customer.

If your company does not have a specific domain address, please contact your Benefits Administrator to verify your e-mail address has been included in the approved email domain list.

This was helpful?
Purchase & Order Support

Purchase & Order Support

1 8

Please note that Program Codes are replaced each time the Enterprise Agreement is renewed. If you are still an eligible employee, please contact your Benefits Administrator for your new Program Code.

This was helpful?
2 40
If purchasing within the United States, the charge will appear on your credit card as: "DR*OfficeUS" otherwise the charge will appear as "DR*Office …"

This was helpful?
3 568

As long as the Software Assurance license is valid and you are still an employee of that company, you may include a Backup DVD or Backup USB Flash Drive with your initial purchase or you may return to the HUP store at any time to purchase additional eligible products such as Language Packs and Backup media.

  1.  Re-enter the HUP store via the "BUY NOW" link in your HUP e-mail.
  2.  After clicking "BUY NOW", click Order History found on the upper right hand side of the page.
  3.  You will then see a summary of your order and have the option to order a Back-up DVD or Backup USB Flash Drive and Language Pack(s).

If you do not have your e-mail, Click here to have it resent to your work e-mail address.

Note that Backup USB Flash Drives are not yet available to all users in all regions.

This was helpful?
4 56
Credit card companies and banks decline cards for many reasons. To ensure your financial information remains secure, we do not receive details about why your card was declined. Unfortunately, this means we are unable to resolve the problem for you. If your card is declined, please contact your credit card company or bank for help in resolving the problem.

This was helpful?
5 24
Click here for all shipping times with shipping options. If you have not received your media item within these timeframes, please contact Customer Support.

This was helpful?
6 72
If you have not received the email:
  1. Check your junk or spam folder.
  2. Add "" to your email contacts list so you don't miss any communications from the HUP store.
  3. Request your IT department add "" to their email whitelist.
  4. Click here to resend your email.
  5. If the above actions do not work, please contact your Benefits Administrator.
This was helpful?
7 753
  1. Click on the Order History link located on the home page.
  2. Enter the email address you previously used to make a purchase on the Home Use Program website.
  3. You will receive an email with a link to access the Order History section.
This was helpful?
8 803

The program is in the process of adding Backup USB Flash Drives and they are not yet available to all users in all regions. Please check back at a later date.

This was helpful?
9 819

No. Backup USB Flash Drives are read-only.

This was helpful?

Shipping Duration

Standard ShippingExpedited Shipping
5-7 Business Days2-5 Business Days

Technical Information

1 264

You can reinstall the software at any time by accessing your Order History.

If you purchased a Back-up DVD or Backup USB Flash Drive you can also use the DVD or Backup USB Flash Drive to re-install the software.

Please note that you may only re-download or buy additional products if the Software Assurance agreement is still valid and you are an active employee of the company.

This was helpful?
2 200
No. Product keys are unique to the product you've purchased.

This was helpful?
3 248
No. Because cookies read information on your hard drive, some think this means they give access to all the information on your computer. Our commerce system encrypts all cookies and they cannot be read by any other web page. The cookie actually contains no personal information, just a unique identifier for our system to recognize this browser.

This was helpful?
4 232
Cookies are placed on your browser for your convenience, and the Commerce System used is cookie dependent. When you place an order, information is written onto your hard drive. The next time you place an order the system recognizes who you are and automatically enters your information into the form.

This was helpful?
5 136
There are a number of support resources available online or you may contact Customer Support.

This was helpful?
6 520

First, make sure you have entered the product key correctly. Your product key can be found in your confirmation email. You may cut and paste the entire product key at once. Please remember that product keys are case sensitive and must be entered exactly as they appear.

If it is still not working please contact our Customer Support.

This was helpful?
7 168
Yes, Office Professional Plus 2013 files can be opened with previous versions of the applications. However, new features and formatting capabilities found in the new version might be lost when saving to or opening from previous versions of the software.

This was helpful?
8 184
No. Installing Office Professional Plus 2013 will not impact existing Microsoft Office documents on your PC.

This was helpful?
9 152
Yes, files created in previous versions of Microsoft Office can be opened with newer versions of the product, whether it's an Office suite or an individual product such as Project or Visio.

This was helpful?
10 216
No. Office 2010 Language Packs are designed to work with Office 2010.

This was helpful?
11 835

Backup USB Flash Drives are compatible with devices which support USB 2.0 and greater.

This was helpful?
12 785
32-bit and 64-bit refers to the way a computer’s central processor (essentially, its brain) handles information and the software that can run on that type of computer. You’ll want to check to see what version your computer uses since you can’t put software designed for a 64-bit system on a 32-bit system.

Note: Microsoft Office recommends using the 32-bit version of Office, even for 64-bit hardware. Read more.

To find out what type of system your Windows 8 or Windows 8.1 computer is using:
  1. Swipe in from the right edge of the screen and tap Settings > Change PC settings > PC and devices >PC info.(If you're using a mouse: Point to the lower-right corner of the screen, move the mouse pointer up, and then click Settings > Change PC settings > PC and devices > PC info.)
  2. System Type will be "64-bit Operating System" if you’re using a 64-bit operating system.
  3. System Type will be "32-bit Operating System" if you’re using a 32-bit operating system.
To find out what type of system your Windows 7 computer is using:
  1. Click Start, right-click Computer, and then click Properties.
  2. System Type will be "64-bit Operating System" if you’re using a 64-bit operating system.
  3. System Type will be "32-bit Operating System" if you’re using a 32-bit operating system.
This was helpful?
Products, Licenses & Options

Products, Licenses & Options

1 648
2 computers, either 2 PCs or 2 Macs, specific to the software that was purchased.

This was helpful?
2 584
The policy is one license per employee per their selected product version (Office or Mac but not both). If you previously purchased Office 2007 or Office 2010 from the HUP Program and you still meet the HUP program eligibility requirements you may purchase Office 2013. If you previously purchased Office for Mac 2011 you must wait until a new Mac version is released before you are eligible to purchase again.

This was helpful?
3 664
Office Professional Plus 2013 includes: Word, Excel, PowerPoint, Outlook, OneNote, Access, Publisher, InfoPath, Lync.

This was helpful?
4 616
Yes. A 64-bit version is available through the Download Options link on the Thank you page and Order History. If you purchased a Back-up DVD it contains the 32-bit and 64-bit version of the software.

This was helpful?
5 600

No. However, the Backup DVD or Backup USB Flash Drive contains both the 32-bit and 64-bit version of the software and can be used to reinstall your software at any time.

This was helpful?
6 552
The functionality of the products available via HUP matches those of retail versions, and provide all the benefits you would receive if you bought it at the store. However, your right to use this software is tied to your company's continued Software Assurance coverage and your continued employment with that company. Your employer will notify you if their Software Assurance coverage expires.

This was helpful?
7 632

The 32-bit version of Office is installed by default. Even if your computer is running a 64-bit version of Windows, we recommend that you install the 32-bit version of Office because it is more compatible with the applications and add-ins that work with Office.

It is not possible to install both the 64-bit version and 32-bit versions of Office on the same computer.

This was helpful?
8 689
Microsoft Lync lets you connect with others through instant messaging (IM), video calls, and online meetings. Connecting with Lync requires a connection to a Lync server; consult with your organization’s IT administrator for more information.

Lync is included in your Office Professional Plus 2013 Purchase.

Microsoft Lync is not part of the default installation of Office for Mac, but you can download and install it when you purchase Office for Mac from the HUP site. Please visit Order History and access your past Office for Mac order for a download link.

This was helpful?
Activate, Install & Download

Activate, Install & Download

1 737
In most cases, if you're connected to the Internet and installing Office without a DVD, activation will just happen silently in the background after the install is complete.

But if you aren't connected to the Internet during install, you'll see the Activation Wizard. It will give you options to either activate online or by telephone - choose the telephone option if you're still not connected.

This was helpful?
2 673
For a printable download guide, click here:
Office Pro Plus 2013
Office for Mac 2011

This was helpful?
3 296
You’ll need Windows 7, Windows 8/8.1 OS, or Mac OS X version 10.6 or later to successfully run Office on your PC or Mac.

This was helpful?
4 312
Click-to-Run is a new way to download and install Microsoft Office. With Click-to-Run you can use your Office programs as they are streamed and cached on your computer.

This was helpful?
5 280

If you have a previous version of Microsoft Office 2010 from HUP, you are legally obligated to uninstall that version before installing Office 2013 from HUP as using only 1 licence is allowed. If you have acquired Office 2010 through another source, you are not required to uninstall Office 2010 in order to install Office 2013 products from HUP. Please note: Microsoft Office Outlook 2013 will overwrite previous versions when the 2013 version is installed.

However, if you have a Trial version it is advised you uninstall before installing a HUP Office suite.

This was helpful?
6 328
The Microsoft Office Click-to-Run service is installed on your computer. Once Click-to-Run is finished streaming Microsoft Office programs to your computer, Office is also completely installed on your computer and available when you are offline.

This was helpful?
7 360
Internet access is required to install and activate all the latest releases of Office suites.

This was helpful?
8 376

Office installs more quickly than ever, thanks to Click-to-Run, a streaming technology that lets you begin to use Office applications before installation is complete. All versions of the new Office use Click-to-Run. The actual download speed depends on the speed of your Internet connection. Office for Mac 2011 customers will continue to see slightly longer download times as Click to Run technology is not currently available for this product.

 Time to setup executable Time to launch apps Time to finish installation
512 Kbps < 1 min< 14 min< 5 hours
1 Mbps < 1 min< 7 min< 2.5 hours
1.5 Mbps < 1 min< 5 min< 1.6 hours
2 Mbps < 1 min< 3.5 min< 1.2 hours
5 Mbps < 1 min< 1.4 min< 0.5 hours

This was helpful?
9 344

No. A download is a simple file transfer. Installation is the unpacking and loading of the software. Most software walks you through this process once you've successfully downloaded the file from our site. If you need assistance with installation, please contact Customer Support.

Microsoft Office Support URL - 

This was helpful?
10 721
Installation time will vary based on location and volume. It is recommended only high-speed broadband connections are used to download your file(s). The following are estimates of how long it will take for each .dmg file to download depending on your connection. If you are unsure of your connection speed, contact your internet service provider.

Approximate File
Size (MB)
Estimated Download and Installation Time for Office for Mac
1 Mbps* 3 Mbps 6 Mbps
992 <2 hrs. <40 min. <25 min.

*Megabit per second

This was helpful?
11 705
Unfortunately, you can’t install Office Professional Plus 2013 if the Office 365 Trial or Office 365 is installed.

Before you can install Office 2013, you first need to uninstall Office 365 by following the steps in the Uninstall Microsoft Office 2013 or Office 365 article.

This was helpful?

Benefit Administrators

1 120
You can administer your Microsoft corporate benefits at the Volume Licensing Service Center (VLSC).

This was helpful?
2 88

Each company assigns a Benefits Administrator (BA), internal to their company, to manage the Home Use Program for their company.

Please note that Microsoft Customer Support does not have access to the BA's contact information.

This was helpful?
3 104
Please visit the Marketing portal for all your Home Use Program marketing needs.

This was helpful?
Returns, Refunds & Exchanges

Returns, Refunds & Exchanges

1 392
Returns are not allowed at this time.

This was helpful?

Still need help?

Contact Us