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not recognizing perpetual license on new computer

Stephanie Koules 0 Reputation points
2026-05-04T16:47:31.7566667+00:00

I bought a perpetual license for office 2019 in 2021. I recently bought a new computer. I have downloaded my purchase from the microsoft site and installed it but when I open it tells me I have to make a purchase. Chat could not help me and gave me a support number to call that I have misplaced

Microsoft 365 and Office | Other

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  1. Xavier-D 7,670 Reputation points Microsoft External Staff Moderator
    2026-05-06T02:50:12.09+00:00

    Hello Stephanie Koules

    What type of Microsoft Account are you currently using? Personal or Business?

    Since you have tried all the steps suggested by Q&A assist except for phone activation because you don't see that option. I would like to add another method of activation to assist the method you are already trying:

    Try the new Microsoft Product Activation Portal, which Microsoft introduced as the online alternative to the traditional phone activation process for perpetual licenses. You can access the portal here: https://visualsupport.microsoft.com/

    About your request for phone number support, it is reserve for business account only. Support live chat is the optional available for personal account. Here is how you can contact Support live chat in case you need to contact them again:

    1. Open a website link - Contact - Microsoft Support 
    2. In the box below "We're here to help", type Microsoft 365, click "Get Help", and then click "Contact Support" below. 
    3. In this section, you will need to sign in to your Microsoft account. 
    4. Select "Microsoft 365 and Office" under Products & Services, select "Technical Support" as the category, and click to confirm 
    5. You can select " Chat with a support agent in your web browser " to access the chat window. 

    Please note that this is a user-to-user support forum. Moderators and contributors, including external Microsoft employees, are not allowed to directly interfere with Microsoft product features or access back-end systems. Our role is limited solely to providing technical guidance on reported incidents, requests, or ideas. 

    I hope this helps move things forward. Have a nice day.

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