Frequently Asked Questions

Program & Eligibility Information Program & Eligibility Information
Purchase & Order Support Purchase & Order Support
Products, Licenses & Options Products, Licenses & Options
Activate, Install & Download Activate, Install & Download
Returns, Refunds & Exchanges Returns, Refunds & Exchanges
Office 2019 Frequently Asked Questions
Program & Eligibility Information

Program & Eligibility Information

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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 and an accepted form of payment.

Visit www.microsofthup.com to enter your work e-mail address. 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.

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.

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

Microsoft Customer Service cannot provide you with the name of your Benefit Administrator or your organization's program code.

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To validate you are an eligible employee, some companies require that you enter a program code in addition a company email domain.

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

Microsoft Customer Service cannot provide you with the name of your Benefit Administrator or your organization's program code.

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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 personal device during the term of their employment. This temporary license expires with the employer's Software Assurance coverage, or upon termination of employment with the covered organization.

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Users are only permitted to purchase 1 copy of each available 2016 product. This was helpful?
Purchase & Order Support

Purchase & Order Support

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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 …"

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

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If you have not received the email:
  1. Check your junk or spam folder.
  2. Add "hup.us@digitalriver.com" to your email contacts list so you don't miss any communications from the HUP store.
  3. Request your IT department add "hup.us@digitalriver.com" to their email whitelist.
  4. Click here to resend your email.
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There are several reasons why a Program Code may not be accepted by the site. Please contact your Benefits Administrator to determine if the program code has been updated or if your employer is still eligible for the Microsoft Home Use Program. This was helpful?
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For step-by-step instructions, see Install or reinstall Office through the Home Use Program (HUP).

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Backup media is not available for Office 2019 products. Backup media for Office 2016 products is not available in all markets.

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It takes 24 hours for declined payments to be cleared and your account to be reset. If you are still unable to place a new order after 24 hours please contact Customer Support. This was helpful?
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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.

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Shipping Duration

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Standard ShippingExpedited Shipping
1-2 Weeks2-5 Business Days

Technical Information

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Yes, Office Professional Plus 2016 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.

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No. Product keys are unique to the product you've purchased.

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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.

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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.

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

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No. Installing Office Professional Plus 2016 will not impact existing Microsoft Office documents on your PC.

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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 8/8.1 or Windows 10 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.
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You can reinstall the software at any time by accessing your Order History.

If you purchased a Backup 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.

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There are a number of support resources available online or you may contact Customer Support.

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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.

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Products, Licenses & Options

Products, Licenses & Options

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Office Professional Plus 2016 includes: Word, Excel, PowerPoint, Outlook, OneNote, Access, Publisher, Skype for Business.

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The functionality of the products available via the Home Use Program 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 organization's continued Software Assurance coverage and your continued employment with that organization. Your employer will notify you if their Software Assurance coverage expires.

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Employees are eligible to download and install purchased products only while their employer’s Software Assurance agreement is active. If you believe your company’s agreement is still active and you have received this message in error please contact customer service.

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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.

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You can install and activate your Office product on one personal device. This was helpful?
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Office Home and Business 2016 for Mac includes: Word, Excel, PowerPoint, Outlook, OneNote.

Microsoft Skype for Business for Mac 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.

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Yes. A 64-bit version is available through the Install Options link on the Thank you page and Order History. If you purchased Backup Media, it contains the 32-bit and 64-bit version of the software.

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Office 2016 Language Packs are now available free of charge from Microsoft. Please visit this Microsoft site to download and install Office 2016 Language Packs.

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If you previously purchased an Office product from the Home Use Program and you still meet the HUP program eligibility requirements you may purchase the latest version.

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Activate, Install & Download
Activate, Install & Download
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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.

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  • Office 2016 : Windows 7, Windows 8/8.1 or Windows 10.
  • Office 2016 for Mac: Mac OS X Yosemite (10.10) or later.
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In most cases, if you're connected to the Internet and installing Office without a DVD or USB, activation will just happen silently in the background after the install is complete and you will not have to enter your product key. If you are prompted to enter a product key, make sure you have entered it correctly. Please remember that product keys are case sensitive and must be entered exactly as they appear. To find your product key, see Find your HUP product key.

If you are not able to connect to the internet to complete your activation please contact Customer Support for assistance.

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Internet access is required to install and activate all the latest releases of Office suites.

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Unfortunately, you can’t install Office Professional Plus 2016 if the Office 365 Trial or Office 365 is installed.

Before you can install Office Professional Plus 2016, you first need to uninstall Office 365 by following the steps in the Uninstall Microsoft Office 2013 or Office 365 article.

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If you have a previous version of Microsoft Office 2013 from HUP, you are legally obligated to uninstall that version before installing Office 2016 from HUP as using only 1 license is allowed. If you have acquired Office 2013 through another source, you are not required to uninstall Office 2013 in order to install Office 2016 products from HUP. Please note: Microsoft Office Outlook 2016 will overwrite previous versions when the 2016 version is installed.

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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.

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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.

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Installing Office Home and Business 2016 for Mac requires a Microsoft account. If you download Office Home and Business 2016 for Mac before creating a Microsoft account, you will be redirected to https://setup.office.com to set up an account. In the majority of cases, your corporate email address used to register for the Home Use Program is different than the email you used to create a Microsoft account.

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For step-by-step instructions, see Find your HUP product key.

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If you don’t have the email that contains the links to install Office, see Reinstall Office on a PC or Reinstall Office on a Mac.

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Benefit Administrators
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Please visit the Resource and Marketing Center for all your Home Use Program marketing needs.

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

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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.

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Returns, Refunds & Exchanges
Returns, Refunds & Exchanges
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Returns are not allowed at this time.

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