I already have an Ecokeys order
Get a quick known fix or send the right information straight to Ecokeys Support.
Start Rapid SupportECOKEYS CUSTOMER SUPPORT
Reliable software, backed by fast UK-based support
Ecokeys supplies carefully selected Windows and Office licences designed to install and activate normally. Most customers never need technical help. If you do, our UK-based support team is ready to help quickly.
Already ordered? Use Rapid Support for the quickest route to a known fix or our support team. Considering a purchase? Check our FAQs first for compatibility, delivery, licensing and buying information, with a direct route to Ecokeys Support if your question is not covered.
I’m considering a purchase
Check compatibility, delivery, licensing and common buying questions before you order.
View buying FAQs
Question not covered?
Use Ask Ecokeys below
Ask Ecokeys a question not covered in the FAQs
Still have a pre-purchase question not covered in the FAQs?
Send the question that is not covered in the FAQs. It will go straight to Ecokeys Support without putting you through technical troubleshooting or asking for an order number.
ECOKEYS RAPID SUPPORT PORTAL
EXISTING CUSTOMER SUPPORT
Log a support issue
This is the quickest way to report a Windows or Office problem to Ecokeys. Tell us what you are seeing and we will either show the recognised fix or collect the exact information our support team needs to investigate it.
1Choose your productOffice or Windows
2Tell us what you seeWe ask only what is needed
3Fix it or send it to usYour details go to Ecokeys Support
Status: Tell us whether this is Office or Windows.
We do not want you to get stuck here.
If something on this page does not respond, please try again once. If it still does not work, email [email protected] with the email used for your order and a screenshot/photo of the problem.
Start your support request
Choose the product you need help with. You can change your answer at any time.
Already know what the problem is?
Skip the guided checks and send the problem details directly. We will still collect the essentials so our support team has what it needs to investigate.
What best matches the Office problem?
Choose the closest wording. You do not need to know the technical cause.
Installation
Activation
Using Office
What best matches the Windows problem?
For activation problems, a screenshot of Settings → System → Activation is usually the most useful evidence.
Activation
Home → Pro / Edition
Installation / Compatibility
Status: Ecokeys is taking over. We’ve kept the problem and any fix you already tried. We only need the missing information that will help us reply with the right fix.
Complete the support incident
Please attach what you can see on screen.
A screenshot or clear photo of the complete error is usually the quickest way for Ecokeys to identify the correct fix without asking you to repeat information by email.
Using your phone is fine.
- Take a clear photo of the whole computer screen so the complete message is visible.
- Make sure the Windows edition / Office activation screen is readable where requested.
- If you can open this support page on your phone, attach the photo below.
- If uploading here is difficult, choose “I’ll email the screenshot after I submit” below. We will give you a support reference, then you can simply reply to the acknowledgement email with the photo.
We’ll securely check recent Ecokeys orders and show only the order number and product needed for support.
Please briefly explain what you are trying to do, what is happening, and anything that has changed since the product was originally installed or activated. For example: activating for the first time, reinstalling Office, moving to a new computer, or activating after replacing your PC.
If this button ever fails to respond after trying once more, email [email protected]. Include the email used for your order and your screenshot/photo — we will still help you.
Status: Received by Ecokeys Support. Your information has been securely logged and is ready for a support technician to review.
Your support request is now with Ecokeys
One more step: send us the screenshot/photo. Reply to the acknowledgement email with the image before we diagnose the visible error. Keep the support reference in the subject so it is added to this request.
Your support reference
—
Keep this reference if you need to send us any further information.
Status: Resolved. No support incident is needed.
Good — that fixed it
Fast-track to Ecokeys Support
For technical users, customers who have already tried the obvious checks, or anyone who simply wants Ecokeys to take over.
ORDER HELP
Order or delivery problem?
You do not need to work through the software portal for a missing order email or an Awaiting Payment order.
I have not received my order emailAllow up to 15 minutes after payment confirmation, then check your inbox and junk/spam folder. Check that the email address entered at checkout is correct.
My order says Awaiting PaymentCheck the registered email address and junk/spam folder for the payment instructions. The status changes once payment has been received and verified.
QUICK HELP
Common support guides
Prefer to follow a guide yourself? These cover the questions we see most often. Each guide opens in a new tab so your support check stays open.
Windows
Upgrade Windows 11 Home to ProChange an activated Home installation to Pro without a clean reinstall.
Install Windows 11 ProCreate installation media and complete a clean Windows 11 installation.
Check whether your PC can run Windows 11Check compatibility, TPM 2.0, Secure Boot, memory and other requirements.
Activate Windows 11 Home or ProCheck the installed edition and activate with the correct product key.
Microsoft Office
Remove Microsoft 365 or a previous Office version
Use the existing Ecokeys guide to remove an older Office or Microsoft 365 installation before reinstalling.
Check Office version and activationFind the installed Office edition and current activation status.
Repair Microsoft OfficeUse Quick Repair first, then Online Repair when needed.
MEASURED SUPPORT PERFORMANCE
Fast support, backed by real response data
Our licences are selected for reliability. When support is needed, the figures below show how quickly the Ecokeys team responds.
6m 44s
Median first response in a recent measured sample.
97.7%
Answered within 30 minutes in the measured sample.
30 min
Response guarantee during our published support hours.
12 months
Technical support included with eligible Ecokeys purchases.
ECOKEYS SUPPORT
Support hours and what to expect
Send a request at any time. We aim to reply within 30 minutes during our normal support hours.
Monday to Friday9:00am–7:30pm
Saturday and Sunday10:30am–4:00pm
Limited support may be available.
Limited support may be available.
12-Month Support WarrantyInstallation, activation, reinstallation and eligible reactivation support is included for 12 months from purchase.
28-Day Activation GuaranteeIf an eligible activation problem cannot be resolved, Ecokeys will provide the appropriate replacement or refund in line with the published terms.
