Unable to activate 1 year free Microsoft 365.

[Erica1935]

I bought a new HP laptop from amazon that included a 1 year free subscription for Microsoft 365 Personal.  This free subscription appears in my Microsoft Store library as 'included with device' but when I click the Claim button it leads me to my account which simply shows that my previous account (Family) has been cancelled and that  Office is deactivated until I pay a new subscription of £84.  I was advised on a support chat line to cancel the Family subscription as they thought it was blocking the new free Personal.  Now I have nothing!  However can I claim the 1 year free subscription and regain access to Microsoft 365??  Many thanks for any help.  Three chat line advisers have got me nowhere!

[Kuroi_Kenshi · Accepted solution]

Hi @Erica1935,

Welcome to the HP Support Community!

Thanks for reaching out!

We're thrilled to have the opportunity to assist you and provide a solution.

I understand you're unable to activate the 1-year free Microsoft 365 Personal subscription that came with your new HP laptop. Let’s go through a few steps to help you claim the offer and get Microsoft 365 working again.

Sign in with the same Microsoft account used on the laptop
The included Microsoft 365 offer only activates on the Microsoft account signed into the device during setup.
Please ensure you're using that same account when you click “Claim” in Microsoft Store.

Redeem the offer from the HP Support Assistant
Open HP Support Assistant → My Dashboard → HP Offers and look for the Microsoft 365 Personal trial.
Sometimes the activation link works here even if the Store link doesn’t.

Remove old Office licenses from your account
Go to account.microsoft.com/services and check if any expired or deactivated Office licenses are still listed.
If so, select Manage → Remove to prevent them from blocking the new subscription.

Reset the Microsoft Store cache
Press Windows + R, type wsreset, and press Enter.
This refreshes the Store and often fixes blocked claim buttons.

Reopen Microsoft Store and claim the offer again
Go to Library → Included with device and click Claim.
You should now see the 12-month Microsoft 365 Personal subscription added to your account.

Reinstall Microsoft 365 if needed
After the subscription appears on your Microsoft account, go to Services & Subscriptions → Install to download a fresh copy of Office.

I hope this helps.

I'm glad I could help! 😊 If this resolved your issue, please mark it as "Accepted Solution" and click "Yes" on "Was this reply helpful?" Your feedback not only keeps us going but also helps others find the solution faster! 👍✨

Take care and have an amazing day ahead! 🚀

Best regards,

[Erica180735]

Thank you for your very helpful advice.  The problem has now been fixed by Microsoft Support.  I allowed them remote access & they then uninstalled Microsoft 365 and reinstalled it, after which I was able to access my free 1 year subscription to Microsoft 365 Personal.  Tha

nk you once again.  

Kind regards

Erica