MS Office Professional Plus product key

[Havoc1371]

I just purchased my laptop that was preloaded with MS Office 2021 Professional Plus Lifetime subscription.  I had to reset the computer because of a possible malware issue that seemed to be on the computer at purchase.  After resetting, the Office package is now "unlicensed" and requires the product key that was not included in the documents with the computer.  I have tried twice to get help on HP support chat to no avail; they keep abandoning the chat when their canned responses do not help me.  I am getting frustrated and ready to return the laptop and buy another brand.

[Garp_senchau]

@Havoc1371, Welcome to HP Support Community,

Thank you for posting your query; I’m here to help by guiding you through steps to resolve this issue

Please let me know how the reset was completed; if the HP recovery tool was used, everything should be operating as it should.

Additionally, verify the account you used to sign it, since your mail and Microsoft Office are connected.

I hope this helps.

Please feel free to reply here if you have any questions or if you need further clarification on any of the steps. 

Take care and have a good day. 

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Regards,