An existing Microsoft 365 or older Microsoft Office installation can sometimes stop a new version of Office from installing correctly.

This guide will show you exactly how to remove the previous version from a Windows 10 or Windows 11 computer before installing the Office product supplied with your Ecokeys order.

Please follow the steps in order. Start with the normal Windows removal method. If that does not completely remove Office, use Microsoft's official Office uninstall troubleshooter. Only contact Ecokeys Support if you have completed both methods and still have a problem.

Before You Start

Save any documents you currently have open.

Then close all Microsoft Office programs, including:

• Microsoft Word
• Microsoft Excel
• Microsoft Outlook
• Microsoft PowerPoint
• Microsoft Access
• Any other Office applications that are open

Method 1 — Remove the Previous Office Version Through Windows

This is the normal and easiest way to remove Microsoft 365 or an older version of Microsoft Office.

Step 1 — Open Windows Settings

Look at the bottom of your screen and find the Windows Start button. It is the button showing the Windows logo.

Click the Start button once.

When the Start menu opens, click Settings.

Step 2 — Open the List of Installed Programs

When the Settings window opens, click Apps.

If you are using Windows 11, click:

If you are using Windows 10, the wording may instead be:

You should now see a list of the programs installed on your computer.

Step 3 — Find Microsoft 365 or the Previous Office Version

At the top of the installed apps page there is a search box.

Click inside the search box and type:

Look at the results displayed underneath.

The previous installation may have a name such as:

• Microsoft 365
• Microsoft 365 Apps
• Microsoft Office Professional Plus 2021
• Microsoft Office 2021
• Microsoft Office Professional Plus 2019
• Microsoft Office 2019
• Microsoft Office 2016
• Microsoft Office Home & Student
• Microsoft Office Home & Business

If nothing appears when you search for Office, clear the search box and type Microsoft 365 instead.

Step 4 — Click the Uninstall Button

Once you have found the previous Microsoft 365 or Office installation, look at the right-hand side of its name.

On Windows 11 you should see a button showing three dots (...).

Do the following:

1. Click the three dots (...) next to the Microsoft 365 or Office entry.
2. A small menu will appear.
3. Click Uninstall.
4. If Windows asks you to confirm, click Uninstall again.

If Windows displays a security message asking whether you want to allow the program to make changes to your device, select Yes.

Step 5 — Let Microsoft Office Remove Itself

An Office removal window should now open.

Allow it to continue until Microsoft tells you that the uninstall has finished.

This can take several minutes, so leave the computer switched on and allow the process to complete.

Step 6 — Restart the Computer

When the Office uninstall has finished, close any windows that are still open.

Then:

1. Click the Start button.
2. Click the Power button.
3. Click Restart.

Wait for Windows to close and start again. Continue only when you are back at your normal Windows desktop.

After Windows has restarted, check the installed programs again.

1. Click Start.
2. Click Settings.
3. Click Apps.
4. Click Installed apps on Windows 11, or Apps & features on Windows 10.
5. Type Office into the search box.
6. If necessary, also search for Microsoft 365.

Cannot Find Office in Settings? Try Control Panel

Some older Office installations may appear in Control Panel instead of the normal Windows Settings list.

Follow these exact steps:

1. Click the Start button.
2. Type Control Panel.
3. Click Control Panel in the search results.
4. Click Programs.
5. Click Programs and Features or Uninstall a program.
6. Find the Microsoft 365 or Microsoft Office version you want to remove.
7. Click its name once so that it is highlighted.
8. Click Uninstall or Uninstall/Change above the list.
9. If you are asked whether you want to remove Office, confirm that you want to uninstall it.
10. Allow the removal to finish, then restart the computer using Start → Power → Restart.

Method 2 — Use Microsoft's Official Office Removal Troubleshooter

If Windows could not completely remove Microsoft 365 or your previous version of Office, Microsoft provides a more thorough Office uninstall troubleshooter.

Older guides may tell you to download Microsoft's Support and Recovery Assistant (SaRA). Microsoft has now moved the Office uninstall process into the Windows Get Help app, so you do not need to download an old Office removal program.

Step 1 — Open Microsoft's Office Uninstall Troubleshooter

On the computer you are trying to fix, click the blue button below.

This is Microsoft's official link. It should open Microsoft's Office uninstall troubleshooter in the Windows Get Help app.

Step 2 — Allow the Get Help App to Open

After clicking the button above, your web browser may display a message saying:

If you see this message, click:

Windows should now open the Microsoft Get Help app.

Step 3 — Run the Office Uninstall Troubleshooter

The Get Help app should open directly into Microsoft's Office uninstall troubleshooting process.

Allow the troubleshooter to check the computer.

When Microsoft asks you which Office installation you want to remove, select the previous Microsoft 365 or Office version that you are trying to remove.

For example, if you are about to install Office 2024 but Microsoft 365 is already installed, choose the existing Microsoft 365 installation.

Continue through the Microsoft screens and confirm that you want the selected Office installation removed.

Leave the Get Help window open while Microsoft completes the removal.

Step 4 — Restart When Microsoft Tells You To

When the Microsoft troubleshooter has finished, it should tell you to restart the computer.

If Microsoft provides a restart option, use it.

Otherwise restart Windows yourself:

Wait until Windows has fully restarted and you are back at the desktop.

Step 5 — Check That Office Has Gone

Do not immediately start installing the new Office version. First check that the previous version has actually been removed.

1. Click Start.
2. Click Settings.
3. Click Apps.
4. Click Installed apps, or Apps & features on Windows 10.
5. Search for Office.
6. Also search for Microsoft 365 if that was the version you removed.

Important — If You Are Trying to Remove Office 2024

This restriction only applies when Office 2024 itself is the version being removed. If you are installing Office 2024 and need to remove an older Microsoft 365, Office 2021, Office 2019 or Office 2016 installation first, Microsoft's troubleshooter can still be used for that older installation.

Now Install the Office Product From Your Ecokeys Order

Once the previous Office installation has been removed and Windows has restarted:

1. Open the original order email sent to you by Ecokeys.
2. Find the installation instructions supplied with your Office licence.
3. Open the download or installation link shown in those instructions.
4. Follow the installation steps supplied with your order.
5. Allow the Office installation to finish before opening Word, Excel or another Office application.

Only Contact Ecokeys Support If the Problem Remains

Please contact Ecokeys Support only if you have completed the appropriate removal steps above and Office still will not install.

Before contacting us, please make sure you have:

• Tried removing the previous Office version through Windows Settings
• Tried Control Panel if the Office version was not shown in Settings
• Used Microsoft's Office uninstall troubleshooter if the normal removal failed and the version being removed is supported
• Restarted the computer after removal
• Checked that the previous Office version is no longer listed
• Attempted your Ecokeys Office installation again

When contacting Ecokeys Support, please tell us that you have completed this Office removal guide.

If you received an error message, please also send us:

• Your Ecokeys order number
• A screenshot or clear photo of the full error message
• The name of the Office version you were trying to remove
• Tell us whether the normal uninstall, Microsoft troubleshooter, or both were attempted