Answers to Common Questions
Find answers to common questions about ordering, digital delivery, product compatibility, licence types, installation, activation, our 28-Day Activation Guarantee and 12-Month Support Warranty.
If you cannot find the information you need, contact our UK-based support team at [email protected] .
Support and Activation Protection Included
Eligible EcoKeys software purchases include two separate forms of after-sales protection.
Report an eligible activation problem within 28 calendar days of purchase. We will troubleshoot the issue and, where appropriate, provide a replacement or suitable alternative. If the eligible activation problem cannot reasonably be resolved, a refund will be provided in accordance with our Refund Policy.
Your purchase includes 12 months of technical support from the original order date, including reasonable assistance with installation, activation, reinstallation and eligible reactivation of the software supplied.
Ordering and Digital Delivery
Information about placing an order, receiving your software and locating missing order emails.
How quickly will I receive my order?
Most orders are delivered by email within 5 minutes after payment has been confirmed.
Please check your inbox and junk or spam folder. Occasionally, an order may require a brief payment, security or administrative review before it can be completed.
What will I receive after placing an order?
You will receive an email containing your product key or licence information, together with the relevant download, installation and activation instructions.
The exact information supplied will depend on the product purchased.
Will anything be delivered by post?
No. EcoKeys products are delivered digitally.
Your product information and instructions are sent electronically to the email address used for your order. No physical disc, USB drive, product box or certificate is sent by post.
What does an Awaiting Payment order status mean?
An Awaiting Payment status means that payment has not yet been confirmed against your order.
Please check the email address used for your order for payment instructions and review your junk or spam folder. Once payment has been received and confirmed, your product information can be processed and sent by email.
Why has my order not been processed immediately?
Most orders are processed shortly after payment has been confirmed. However, an order may occasionally require a brief payment, security or administrative review.
Please avoid placing a second order while the original order is being reviewed, as this may cause additional delays. Contact support with your order number if you require assistance.
I have not received my order email. What should I do?
First, check your inbox, junk, spam and promotions folders and allow up to 5 minutes after payment has been confirmed.
Confirm that the email address entered with the order is correct. Registered customers can also sign in to their EcoKeys account to view their order information.
If the email is still missing, contact [email protected] and include your name, order number and the email address used for the order.
What should I do if I entered the wrong email address?
Contact our support team as soon as possible and provide your order number, full name and the incorrect email address entered with the order.
For security reasons, we may ask for additional information to verify that the order belongs to you before changing the email address or resending product information.
Choosing the Correct Product
Check compatibility and make sure you select the correct Windows, Office, Project or Visio product before ordering.
How do I know which product I need?
Each product page explains the supported operating system, licence type, permitted number of devices and installation method.
Review this information carefully before ordering. Contact our support team before purchase if you are unsure which version is suitable for your device or requirements.
How can I check whether a product is compatible with my computer?
Compatibility and system requirements are shown on each product page. Before ordering, check your operating system, device type and whether your computer meets the stated hardware requirements.
For Windows 11, this may include a compatible 64-bit processor, TPM 2.0, Secure Boot, sufficient memory and available storage.
Will your products work on a Mac?
Windows products are intended for compatible Windows PCs unless the individual product page specifically states otherwise.
Some Microsoft Office products are Windows-only and cannot be installed directly on macOS. Contact us before ordering if you require Microsoft Office for a Mac.
Will the software work on a Chromebook, tablet, iPad or Android device?
Our Windows and desktop Microsoft Office products are not designed for Chromebooks, iPads, Android tablets or mobile devices unless the individual product page specifically states otherwise.
Contact our support team before ordering if you are unsure whether your device is compatible.
What is the difference between Windows 11 Home and Windows 11 Pro?
Windows 11 Home is suitable for general personal use. Windows 11 Pro includes the features found in Home, plus additional tools such as BitLocker encryption, Remote Desktop host access, Group Policy Editor and Hyper-V virtualisation.
Windows 11 Pro is usually the better choice for business use, advanced security, remote access or professional system management.
Can I upgrade Windows 11 Home to Windows 11 Pro?
Yes. A compatible and activated Windows 11 Home installation can normally be upgraded to Windows 11 Pro by entering a valid Windows 11 Pro product key.
The upgrade does not usually require Windows to be reinstalled, and your existing files and applications should remain in place. We recommend backing up important files before making any system change.
What is the difference between Microsoft Office and Microsoft 365?
A standalone Microsoft Office licence is generally a one-time purchase for the version and number of devices stated on the product page.
Microsoft 365 is a recurring subscription service that may include cloud storage, ongoing feature updates and installation on multiple devices, depending on the subscription plan.
Is the product a one-time purchase or a subscription?
Products sold by EcoKeys are one-time purchases unless the individual product page specifically states otherwise.
Always review the product description before ordering, as it confirms the licence type, permitted devices and any applicable conditions.
Licences, Devices and Reinstallation
Important information about licence types, device limits, reinstallations, licence transfers and hardware changes.
What types of software licences do you sell?
We supply licences for products including Microsoft Windows, Microsoft Office, Project and Visio.
The exact licence type, permitted number of devices, installation method and activation terms are stated on each individual product page. Please review these details before ordering.
Are your product keys genuine?
EcoKeys supplies genuine Microsoft software licences for the products described on our individual product pages.
Orders include the appropriate installation and activation guidance together with access to our UK-based support team if assistance is required.
Why are your prices lower than buying directly from Microsoft?
EcoKeys operates as a digital software retailer, allowing us to maintain lower operating, fulfilment and delivery costs than many traditional retailers.
Prices also vary according to the software version, licence type, number of permitted devices and installation method. These details are shown on each product page.
How many computers can I activate?
The permitted number of devices is stated on the individual product page.
A one-PC licence may only be activated on one compatible computer. A product described as a 5-user, multi-user or multi-device licence may only be used for the number of activations shown in the listing.
A separate licence is required for each additional device unless the product description specifically states otherwise.
Can I use one product key on several computers?
No, unless the product is specifically described as a multi-device or multi-user licence.
Attempting to use a single-device key on additional computers may result in an activation error or the licence becoming unavailable for use.
Can I reinstall the software on the same computer?
Reinstallation on the same computer may be possible, depending on the product, licence type and whether significant hardware changes have been made.
Your purchase includes 12 months of support from the original order date, so contact our support team if you require assistance with an eligible reinstallation.
Can I transfer my licence to another computer?
Transfer rights depend on the specific product and licence type. Not every Windows or Microsoft Office licence can be moved to another device.
Do not assume that a licence is transferable unless this is specifically confirmed on the product page. Contact our support team before changing computers if you require clarification.
What happens if I replace parts or make a major hardware change?
A significant hardware change, particularly replacing a motherboard, may cause Windows or other software to recognise the computer as a different device.
This may require reactivation and can affect whether an existing activation remains valid. Contact our support team before making a major hardware change if retaining the existing activation is important.
Installation, Activation and Technical Support
Guidance on downloads, installation, activation errors and contacting the EcoKeys support team.
Where do I download the software?
Your order email will include the appropriate download information and installation instructions for the product purchased.
Where applicable, we provide guidance for downloading the software from an official Microsoft source. Do not download software installers from unknown third-party websites.
Will I receive installation and activation instructions?
Yes. Your order email will include the relevant installation and activation instructions for the product purchased.
Please follow the instructions in the order provided. Skipping steps or using an incorrect installer can result in installation or activation problems.
Do I need to uninstall an older version of Microsoft Office?
In many cases, older or conflicting Microsoft Office installations should be removed before installing a different version.
Leaving an incompatible or incomplete installation on the computer can cause the wrong Office version to open or prevent activation. Follow the removal and installation instructions supplied with your order.
What should I do if my product key does not activate?
First, confirm that you have installed the correct product and edition for the key purchased. Check that the product key has been entered accurately and that your device is connected to the internet.
If activation still fails, contact our support team and include your order number, product name and a clear screenshot of the complete error message.
If the activation issue is first reported within 28 calendar days of purchase, it may be covered by our 28-Day Activation Guarantee.
How long is technical support included with my purchase?
Eligible EcoKeys purchases include a 12-Month Support Warranty from the original order date.
This provides reasonable technical assistance with installation, activation, reinstallation and eligible reactivation of the software supplied, subject to the product and licence terms.
The 12-Month Support Warranty is separate from the 28-Day Activation Guarantee. It is a technical support commitment and is not an additional 12-month refund or replacement guarantee.
What information should I send when requesting technical support?
To help us identify the issue quickly, include:
- Your EcoKeys order number
- The name of the product purchased
- Your version and edition of Windows or macOS where applicable
- A clear screenshot of the complete error message
- A brief explanation of the steps already completed
Please do not send your complete product key by email unless a member of our support team specifically asks you to do so.
How do I contact the EcoKeys support team?
Email [email protected] and include your order number whenever possible.
Support response times: We guarantee an initial response within 30 minutes during our published support hours. Most enquiries receive a first response sooner. Complex cases may require additional investigation after the initial response.
Do you provide remote installation assistance?
Remote assistance may be available when an installation or activation issue cannot be resolved through normal email instructions.
A member of our support team will advise whether remote assistance is appropriate. Never allow an unknown person to access your computer, and only use remote-access instructions supplied through an official EcoKeys support email.
Where can I find additional installation guides?
Our help and advice blog contains installation guides, product comparisons and answers to common Windows and Microsoft Office questions.
Always follow the instructions supplied with your specific order where they differ from a general guide.
Activation Guarantee, Support Warranty, Cancellations and Refunds
Understand the difference between our 28-Day Activation Guarantee and 12-Month Support Warranty, together with information about cancellations and refunds.
What is the EcoKeys 28-Day Activation Guarantee?
The 28-Day Activation Guarantee provides additional protection for eligible activation problems first reported within 28 calendar days from the original date of purchase.
If your product cannot be activated as expected on a compatible device, contact our Support Team. We will investigate the issue and provide reasonable troubleshooting and activation assistance.
Where appropriate, we may provide a replacement licence or suitable alternative solution at no additional charge.
If an eligible activation problem cannot reasonably be resolved through troubleshooting, replacement or a suitable alternative, a refund for the affected product will be approved in accordance with our Refund Policy.
Where a refund is approved under the 28-Day Activation Guarantee, EcoKeys will aim to initiate it within 24 hours of confirming that the eligible issue cannot reasonably be resolved. Your bank or payment provider may require additional processing time.
What is the EcoKeys 12-Month Support Warranty?
Every eligible EcoKeys software purchase includes a 12-Month Support Warranty from the original date of purchase.
During this period, our Support Team will provide reasonable technical assistance relating to the software originally supplied. This can include help with:
- Installation
- Initial activation
- Eligible reinstallation on the licensed device
- Eligible reactivation
- Common installation and activation errors
- Identifying compatibility or local computer issues
The 12-Month Support Warranty is a commitment to provide technical support. It is not an additional 12-month activation guarantee, replacement guarantee or unconditional right to a refund.
What is the difference between the 28-Day Activation Guarantee and the 12-Month Support Warranty?
They provide two different types of protection.
28-Day Activation Guarantee: If an eligible activation issue is first reported within 28 calendar days of purchase, we will troubleshoot the problem and, where appropriate, provide a replacement or suitable alternative. If the eligible issue cannot reasonably be resolved, a refund will be provided in accordance with our Refund Policy.
12-Month Support Warranty: We provide reasonable technical support for 12 months from purchase, including assistance with installation, activation, eligible reinstallation and reactivation.
The 12-month period does not extend the separate 28-Day Activation Guarantee to 12 months.
What happens if I need help after the first 28 days?
You can still contact EcoKeys for technical assistance during the 12-Month Support Warranty.
We will provide reasonable support with eligible installation, activation, reinstallation and reactivation problems relating to the product originally supplied.
The fact that the 28-Day Activation Guarantee has ended does not mean that technical support has ended. The two periods cover different things.
What happens if my original product or licence is no longer available during the 12-month support period?
Software versions, licence types, activation systems and product availability can change over time.
If an eligible support issue arises during the 12-Month Support Warranty and the original product or licence type is no longer available, EcoKeys will make reasonable efforts to assist and, where appropriate and available, may offer a suitable alternative solution.
We cannot guarantee that the original product, licence type, edition or an equivalent replacement will remain available throughout the entire 12-month support period.
If neither the original product nor a suitable alternative is available, the 12-Month Support Warranty does not by itself create an additional contractual entitlement to a replacement or refund after the 28-Day Activation Guarantee has expired.
This does not affect any statutory consumer rights or remedies that may separately apply.
What is not covered by the 12-Month Support Warranty?
The Support Warranty is intended to provide technical support for the software and licence originally supplied. It does not guarantee that every later computer, configuration or hardware change can be made compatible with the product.
Problems caused solely by circumstances such as the following may fall outside the Support Warranty:
- An unsupported or incompatible operating system
- A device that does not meet the published system requirements
- Attempting to use the licence on more devices than permitted
- Attempting to transfer a licence where the applicable licence does not permit transfer
- Major hardware changes that cause the computer to be recognised as a different device
- Third-party software, malware or local system corruption
- Unsupported or unauthorised installation or activation methods
- A product key being sold, shared, published or transferred contrary to the applicable licence terms
Where possible, our Support Team will still provide reasonable guidance to help identify the cause of the problem.
What happens if EcoKeys cannot resolve my activation problem?
Our Support Team will first investigate the installed software, product edition, compatibility and activation error and provide reasonable troubleshooting.
If an eligible activation problem was first reported within 28 calendar days of purchase and cannot reasonably be resolved through troubleshooting, replacement or a suitable alternative, a refund for the affected product will be approved under our 28-Day Activation Guarantee.
Where the guarantee applies, EcoKeys will aim to initiate the approved refund within 24 hours of confirming that the issue cannot reasonably be resolved. Your bank or payment provider may require additional processing time.
Can I cancel a digital order?
Contact us as quickly as possible if you wish to cancel an order.
Consumers purchasing digital content at a distance may have a statutory cancellation right. Whether that right remains available after digital supply begins depends on the circumstances of the order and whether the legal requirements relating to immediate supply of digital content have been satisfied.
If an order has not yet been processed and the digital product has not been supplied, we will normally be able to cancel it.
Nothing in our cancellation policy affects separate statutory rights where digital content is faulty, incorrectly supplied, misdescribed or otherwise does not conform to the contract.
Can I receive a refund if I ordered the wrong product?
Please contact us as soon as possible if you believe you have purchased the wrong product.
Do not activate, redeem, share or disclose the supplied product key while your request is being reviewed.
Where a statutory cancellation right applies, the request will be dealt with in accordance with that right.
Outside applicable statutory rights, an exchange or refund for a product purchased in error is not automatic. Where the licence has not been activated, redeemed, disclosed or otherwise used and can reasonably be withdrawn or replaced, EcoKeys may offer an exchange or other goodwill solution.
Are problems caused by incompatible devices covered?
Customers should check the system requirements and compatibility information shown on the relevant product page before ordering.
An installation problem caused solely by an unsupported operating system, incompatible device or another local computer issue will not normally mean that the supplied licence is defective.
If the compatibility information provided by EcoKeys was incorrect or the product otherwise does not conform to the contract, any statutory consumer rights remain unaffected.
Contact us before ordering if you are unsure whether a product will work with your device.
Are problems caused by major hardware changes covered?
Major hardware changes, particularly replacing a motherboard, may cause software or its activation system to recognise the computer as a different device.
During the 12-Month Support Warranty we will provide reasonable assistance with eligible reinstallation or reactivation issues, but the Support Warranty cannot create transfer or activation rights beyond those provided by the applicable licence.
Successful reactivation therefore cannot always be guaranteed following significant hardware replacement or an attempted transfer to a different computer.
Do the 28-Day Activation Guarantee or 12-Month Support Warranty affect my statutory rights?
No. Both are additional EcoKeys commitments.
Consumers have statutory rights in relation to digital content. Where digital content does not meet applicable legal requirements, remedies may include repair or replacement and, in qualifying circumstances, a price reduction which may amount to a full refund.
Our 28-Day Activation Guarantee and 12-Month Support Warranty do not replace, shorten or restrict statutory consumer rights that cannot lawfully be excluded.
Contact EcoKeys Support
If you cannot find the answer above, email our UK-based support team. For an existing order, include your order number, product name and a screenshot of any complete error message where relevant.
Email EcoKeys Support
