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Frequently asked questions
Short, exact answers about delivery, activation, refunds and your license. Search by one word, such as “refund”, “key” or an error code, or open a topic below.
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Before you buy
What exactly am I buying?
You are buying a license key, not a physical product. Nothing physical is sent: no disc, box or USB stick. Windows 11 Pro or Office 2024 Professional Plus is delivered by email, free of charge, to the address you use at checkout: the product key and a step-by-step activation guide. The software itself downloads from the Download button on the product page or in the installation guide for your product. A USB stick is only needed for a clean install of Windows, and you prepare it yourself from that download. If the software is already installed, you only need the key. We are an independent reseller, not affiliated with Microsoft.
What is the difference between Windows 11 Pro and Home?
Both editions run everyday apps and get security updates. Windows 11 Pro adds BitLocker drive encryption, Remote Desktop hosting (connecting to the PC from another computer), Hyper-V virtual machines and Windows Sandbox, Group Policy, and joining a company domain or Microsoft Entra ID. Windows 11 Pro is the edition we list at the moment; Windows 11 Home is not one of the current listings. If you are not certain you need the license, do not activate it and ask us first.
I have Windows 11 Home. Can I use a Pro key without reinstalling?
Yes. If your PC runs Windows 11 Home, Windows can switch to Pro in place, with no reinstall and no files lost. A Pro key will not simply activate Home, so the edition has to be switched first; the Windows 11 Pro installation guide has the exact steps in its chapter 'Upgrade from Windows 11 Home to Pro'. Check Settings > System > About to see which edition you have. If you are on Windows 10 Home, upgrade to Windows 11 Home first, then switch to Pro.
Is this a subscription? How does Office 2024 compare with Microsoft 365?
No subscription. Windows 11 Pro and Office 2024 Professional Plus are perpetual licenses: you pay once, nothing renews and there is no recurring charge. Office 2024 gets security fixes but no new features, includes no cloud storage and covers 1 PC. Microsoft 365 is the subscription version: the same desktop apps while you keep paying, plus new features, 1 TB of OneDrive and several devices. We do not sell Microsoft 365. Office 2024 suits you if you want Office to keep working without a recurring charge.
Which apps does Office 2024 Professional Plus include?
Office 2024 Professional Plus includes Word, Excel, PowerPoint, Outlook, OneNote and Access, installed on your computer and yours to keep. Publisher is not included: it is not part of this release. Microsoft Teams is not preinstalled either; it is a separate free download. Cloud storage such as OneDrive is not included. The license covers 1 PC and brings security fixes but no new features.
More:Office 2024 Professional PlusOffice 2024 installation guide
What do ESD, OEM and volume MAK mean?
ESD (Electronic Software Delivery) describes how a license reaches you: a product key by email. It does not say what rights the license carries, so check the listing for the license type and the number of PCs. OEM is the license type PC makers install at the factory; it is tied to the computer it was sold with, and Microsoft gives no end-user support for it. Volume MAK is one key that activates a set number of machines under a volume agreement, made for organizations.
How many PCs does one key cover?
One PC at a time. Each license, Windows 11 Pro or Office 2024 Professional Plus, covers one computer with one active installation. Installing it on a second machine does not multiply it, and a second activation can be refused. To cover more than one PC, order one license for each. If you replace or rebuild your computer, release the key on the old one and activate it on the new one. If activation is rejected after several changes, write to us with your order number.
Can I buy licenses for a company or for many PCs?
Each license covers one PC, so for several computers order one license per computer. For an organization, write to support@mygenuo.com with how many PCs you need: the License types page says to ask us first, because volume licensing may cost less for your headcount. Volume terms and discounts are not listed on the site. Our terms do not allow reselling keys bought here as new, or buying in volume for redistribution, without a written agreement with us.
What does Windows 11 Pro need to run (TPM 2.0, UEFI, Secure Boot)?
Windows 11 Pro needs a 64-bit processor (1 GHz or faster, 2+ cores), 4 GB memory, 64 GB storage, Secure Boot capable UEFI firmware, TPM (Trusted Platform Module) 2.0, DirectX 12 graphics (WDDM 2.0 driver) and a 720p display over 9 inches. It will not install on hardware that fails these. Before you buy, run Microsoft's free PC Health Check: a fail can mean Secure Boot or TPM is switched off in the BIOS, which you can turn on if the hardware supports it. If the PC is not compatible, we refund only if the key was not used to activate and you tell us in writing.
More:Windows 11 ProWindows 11 Pro installation guideRefund policy
What does Office 2024 Professional Plus need to run?
Office 2024 Professional Plus is supported on Windows 11. Microsoft lists only the LTSC editions of Windows 10 for this release, not ordinary Windows 10, and the Office installation guide explains what that means. It also needs a 1.1 GHz or faster 2-core processor, 4 GB of RAM, 4 GB of free disk space and a display of 1280 x 768 or larger. Internet is needed to download Office and again to activate the key. Check these before you buy; if you are not sure your PC qualifies, ask us first.
More:Office 2024 Professional PlusOffice 2024 installation guide
Does this work on Windows 10?
Our Windows listing is for Windows 11 Pro. If your PC runs Windows 10 and passes Microsoft's PC Health Check, Windows 11 can be installed over it, keeping your files and programs; the installation guide has a chapter for this. Upgrading Windows 10 Home gives Windows 11 Home, which then switches to Pro in place. For Office 2024, Microsoft lists Windows 11 and the LTSC editions of Windows 10; ordinary Windows 10 is not on that list, so Office may run there but outside Microsoft's support. Not sure? Ask before you buy.
More:Windows 11 Pro installation guideOffice 2024 installation guide
Does it work on a Mac?
Both licenses are for Windows PCs. Office 2024 Professional Plus is not Office for Mac, so it does not give you Office on a Mac, and Windows 11 Pro needs a Windows 11 compatible PC (TPM 2.0, UEFI/Secure Boot). Whether Windows can run on a particular Mac, for example in a virtual machine, is not covered by the listings, so ask support at support@mygenuo.com before buying and do not activate the key until you are sure.
Can I use Windows or Office in another language?
The software is not tied to the language of this website. The Windows 11 installation media is multilingual: you pick the language inside the media creation tool, and the same key works in any language. Office 2024 installers are offered in English, Spanish, German, French, Italian, Portuguese (64-bit only) and Dutch, in 32-bit or 64-bit, and the same key activates any of them. The download table is in the Office installation guide.
More:Office 2024 installation guideWindows 11 Pro installation guide
How is Office 2024 Professional Plus different from other Office 2024 editions?
This shop sells one Office edition: Office 2024 Professional Plus. What installs is Office LTSC Professional Plus 2024, the perpetual release, with Word, Excel, PowerPoint, Outlook, OneNote and Access for 1 PC. You pay once and get security updates but no new features. Publisher and Teams are not included, and it is for Windows PCs, not Mac. We cannot compare it with other Office 2024 editions here or say what they include; for that, write to support@mygenuo.com.
More:Office 2024 Professional PlusOffice 2024 installation guideLicense types
Ordering, taxes and invoices
What is the difference between the order confirmation and the key email?
After you pay, your order confirmation email arrives first. It shows your order number, what you bought and the total, so it works as your receipt, but it does not contain the key. Your key follows in a separate email, at the address you used at checkout, with the product key and the activation guide. If it has not arrived after a few minutes, check your spam folder. Some orders are held for a manual anti-fraud check before the key is released; write to support@mygenuo.com with your order number and we will tell you where it stands.
How do I check my order status? Is there a tracking number?
There is no tracking number: your order is a license key sent by email, not a parcel. Your order number is in your order confirmation email; to check an order, write to support@mygenuo.com with it, or from the address you ordered with if you cannot find it. If a few minutes have passed with no key email, check spam. Some orders are held for a manual anti-fraud check before the key is released: write to us with your order number and we will tell you where it stands.
What currency and taxes apply at checkout?
Prices are shown in US dollars. Taxes, where they apply, are calculated at checkout: the cart shows Taxes as 'Calculated at checkout', and the checkout page shows your final total before you pay. Delivery by email is free and there are no handling fees added at checkout. If your card was issued outside the US, ask your bank about currency conversion.
Can I buy several licenses, or buy for a business?
Each license covers one PC, so to cover several PCs, order one license for each. For a business, a team or a larger number of PCs, write to support@mygenuo.com with your company name and how many PCs you need; volume licensing may cost less for your headcount. We do not list a bulk price, so please ask before you order. You may not resell keys bought here as new, or buy in volume for redistribution, without a written agreement with us.
Can I get an invoice or receipt for my company?
Your order confirmation email, sent after payment, works as a receipt for most expense claims. If you need a formal invoice with your company name or a purchase-order reference, write to support@mygenuo.com with those details and your order number, and we will issue one. Keep the confirmation email: it shows your order number, what you bought and the total.
Is VAT included? What about taxes for businesses?
Prices are shown in US dollars, and taxes, where they apply, are calculated at checkout, so the checkout page shows your final total before you pay. We cannot give tax advice or say whether you can reclaim VAT. For a business order, write to support@mygenuo.com with your order number and company details and we will tell you what we can issue.
Can I cancel my order?
Yes: the refund policy sets no deadline while the key is unused. Write to support@mygenuo.com with your order number: we cancel and refund to your original payment method. Bought the wrong edition? Tell us before you activate it and we exchange it: you pay the difference, or we refund it. Once Windows or Office accepts the key and shows it as activated, it cannot be refunded just because you no longer want it; a key that later stops working is covered by the Lifetime activation guarantee, which replaces it for the life of the license. Unsure? Do not activate it; ask us first. Nothing here limits any right you have under the consumer law that applies to you.
More:Refund policyContact
Is it safe to pay, and who am I buying from?
Payment is taken through Shopify's encrypted checkout, and we never see or store your full card number. MyGenuo is operated by genuo LLC, a limited liability company organized in the Commonwealth of Virginia, at 7112 Leesville Blvd, Springfield, VA 22151, United States; the Company information page has the details. We are an independent reseller, not affiliated with, endorsed by or sponsored by Microsoft. Never send a card number or a password by email; we do not need them to help you.
Can a company order ten keys at once, or pay by purchase order?
If the cart limits how many of one license you can order at a time and tells you to contact support, or if you need ten Windows 11 Pro keys, write to support@mygenuo.com before you order. Each key covers one PC. Payment is taken at checkout: purchase orders, net-30 and other deferred terms are not listed, and neither is invoice payment. After you pay, support can issue a formal invoice with your company name or purchase-order reference. The site does not say how several keys are delivered; if any are missing, write with your order number.
More:Terms and conditionsLicense typesDigital deliveryContact
Delivery of your key
How long does the key take to arrive?
Your key is delivered by email, to the address you use at checkout, and delivery is free. The policies do not promise an exact time: if the email has not arrived after a few minutes, check your spam folder, then write to us with your order number. Some orders are held for a manual anti-fraud check before the key is released. Details are on the Digital delivery page.
Why do I get two emails?
The payment receipt (order confirmation) and the key email are two separate emails. The receipt shows your order number and does not contain the key. The key email is sent to the same address and holds your product key and an activation guide. If the key email has not arrived after a few minutes, check spam, then write to us with your order number.
More:Digital delivery
My key email did not arrive. What should I check?
If the key has not arrived after a few minutes, search every folder, spam, junk and promotions included, for mail from MyGenuo. On a work address, your company's mail filter may have quarantined it, and your IT team can check. Still nothing? Send us your order number and we will resend the key once we have confirmed the order is yours.
Which email address does the key go to?
The key goes to the email address entered at checkout. Look in the inbox of that exact address, not a forwarding alias. If the key went to an address you cannot reach, write to us with your order number: we resend it to a different address if the first one was wrong, once we have confirmed the order is yours.
I typed the wrong email at checkout. Can the key go to another address?
Yes, we can send the key to the right address. Write to support@mygenuo.com with your order number, or write from the address you ordered with, and say which address should get the key. Once we have confirmed the order is yours, we send the key to the address you ask for. Please do not send card details; we do not need them.
I lost or deleted my key email. What now?
Keep the key email: it holds your product key and is your proof of purchase, and you may need the key again if you reinstall. If you lose it, send us your order number, or write from the address you ordered with. Once we have confirmed the order is yours, we resend the key. Your key does not change, so the new email carries the same key.
Who do I write to about a delivery problem?
Write to support@mygenuo.com with your order number; it is the first thing we need. Our support team is available 24/7 at support@mygenuo.com. Please do not send a card number or a password; we do not need them.
My order is on hold for an anti-fraud check. What does that mean?
Some orders are held for a manual anti-fraud check before the key is released. If you think yours is held, write to us with your order number and we will tell you where it stands. The policies do not state how long a check takes, so we cannot give a time here. An order that fails the check may be canceled; if that happens, we refund it in full and tell you by email.
What does the key email contain, and who sends it?
The key email comes from MyGenuo and goes to the address you used at checkout. It contains your product key in full and a step-by-step activation guide written for the product you bought. Copy the key exactly as shown, hyphens included.
Where do I download Windows or Office?
The Download button is on the product page, in its activation steps, and in the installation guide for your product, which walks you through the download. If the software is already installed on your PC, you only need the key. If you cannot find the key email, check spam, then write to us with your order number.
More:Installation guidesWindows 11 Pro guideOffice 2024 guide
Do you send a disc, a box or a tracking number?
No. Everything is digital: the product key and the activation guide arrive in one email, delivered free of charge. There is no disc, no box and no tracking number to wait for. If an automated email talks about a shipment or tracking, disregard that wording and look for the key email. If it is not there, check spam, then write to us with your order number.
Where do I find my order number?
Your order number is in your payment confirmation email, the first email you receive after paying. Have it ready whenever you contact us: we ask for it to find your order. If you cannot find it, write to support@mygenuo.com from the address you ordered with, and we can start from there.
My key never arrived. Can I get a refund?
If your key never arrived, write to support@mygenuo.com with your order number so we can check the order and resend the key. Our refund policy says we refund in full when your key was never delivered and we are unable to deliver it. If we agree a refund, it returns to your original payment method. Please write to us before opening a dispute with your bank: we would rather fix it directly. Nothing in our policies limits any right you have under the consumer law that applies to you.
I ordered several licenses, or Windows plus Office. How many emails and keys do I get?
Each license is its own key and covers one PC, so an order for two licenses should come with two keys, one for each computer. The site does not say whether several keys arrive in one email or in separate emails. If you see fewer keys than licenses you bought, check spam, then write to us with your order number and we will check what was delivered.
Is that a zero or the letter O? Can I copy the key?
Copy the key instead of retyping it: select it in the key email, copy it and paste it into the activation box, hyphens included. The letter O and the digit 0 are a usual mix-up, and pasting avoids it. If the key looks cut off or you still cannot tell two characters apart, write to support@mygenuo.com with your order number and say which characters; with the order number the team can see what was delivered, and once we confirm the order is yours we resend the key.
I do not understand the email. What do I do first, and what is “Run as administrator”?
The key email includes an activation guide written for the product you bought. If Windows 11 Pro is already installed, you only type the key: Settings > System > Activation > Change product key; on Windows 11 Home or Windows 10, the Windows guide has a chapter for each. For Office, run the installer from the Download button on the product page or in the guide, then enter the key in Word under File > Account > Change Product Key. Windows needs its download only for a clean install. "Run as administrator" means right-click the installer and choose it; Windows then asks you to allow changes; select Yes. If the option is missing, write to support@mygenuo.com.
More:Installation guidesWindows 11 Pro installation guideOffice 2024 installation guide
Can I see my key in my account? Can I send it as a gift?
The one place we name for your key is the key email, sent to the address you enter at checkout, so rely on that email and not on an account page. Gifts are not described, but the key can go to a different email address. If the email is lost, or you want a different address, write to support@mygenuo.com from the address you ordered with, or give your order number; once we confirm the order is yours, we resend the key or send it to the address you ask for. The order confirmation goes to the email entered at checkout.
Install and activate Windows 11
Where do I download the Windows 11 installer?
The Download Windows 11 button is on the Windows 11 Pro installation guide, and the product page has a Download button in its activation steps. It downloads the media creation tool, one installer for every edition; for a clean install it builds a bootable USB stick. Everything is delivered by email, so no disc or box is sent. If Windows 11 already runs on your PC, skip it and enter the key; on Windows 10, follow the guide's Upgrade from Windows 10 chapter. No email yet? Check spam, then write to support@mygenuo.com with your order number.
More:Windows 11 Pro guide: Download Windows 11Digital delivery: what arrives by emailWindows 11 Pro
Do I need to reinstall Windows, or just enter the key?
If Windows 11 Pro is already on your PC, even a new one that came with it, nothing is downloaded or reinstalled: open Settings, System, Activation and enter the key. It takes about a minute and wipes nothing. On Windows 11 Home, Windows switches to Pro in place with no files lost; the guide's Home to Pro chapter has the steps. On Windows 10, if the PC passes Microsoft's free PC Health Check, Windows 11 installs over the top and keeps your files and programs. Only a drive starting from nothing, or a PC you want wiped, needs a clean install, and that erases the drive.
More:Windows 11 Pro installation guideGuide chapter: Upgrade from Windows 11 Home to ProInstallation guides
How do I enter my Windows 11 key, step by step?
Open Settings, choose System, then Activation. Expand Activation state, select Change next to Change product key, and type or paste the 25-character key from your delivery email, hyphens included. Select Next, then Activate if Windows asks. When Settings shows Windows is activated, you are done. Before a key goes in, the screen can read Not active, sometimes with the code 0xC004F213; that only means no key has been entered yet. If Windows shows any other code, send us the code and your order number.
More:Guide chapter: Activate your keyHow to activate Windows 11Activation Center
How do I upgrade Windows 11 Home to Pro with the Pro key?
Yes, with no reinstall and no files lost, but Windows needs two keys in a set order. First, in Settings, System, Activation, Change product key, enter the generic Pro key listed in the guide's Upgrade from Windows 11 Home to Pro chapter. It only switches the edition: it is not a license and activates nothing. Windows restarts on Pro. Then open the same screen and enter your own 25-character key from the delivery email. If Windows will not accept the generic key, wait a few minutes and try again; if it still refuses, the chapter describes repeating that step offline, then reconnecting and entering your own key.
More:Guide chapter: Upgrade from Windows 11 Home to ProWindows 11 Pro
Which Windows edition do I have, and how does the key decide it?
Check your edition under Settings, System, About. The Windows 11 installer is one download for every edition, so you never fetch a separate file for Pro. In the media creation tool, leave Edition on Windows 11: that one entry holds both Home and Pro, and your key decides the rest. If you skip the key prompt during setup, choose Windows 11 Pro on the next screen; pick Home and a Pro key will not simply activate it. Installed Home by mistake? Windows can switch to Pro in place, and the guide's Upgrade from Windows 11 Home to Pro chapter has the steps.
More:Guide chapter: Upgrade from Windows 11 Home to ProActivation Center
How do I do a clean install of Windows 11 from a USB stick?
A clean install erases the whole drive, so copy your files elsewhere first. You need a USB stick of at least 8 GB (it gets erased too), a working Windows PC to prepare it, your key and an hour or more. Run the media creation tool, pick your language, leave Edition on Windows 11, choose USB flash drive, and wait until it says the stick is ready. Boot from it (F12, F2, Esc or Del usually opens the boot menu), select Install now, then Custom: Install Windows only. If you skip the key prompt, choose Windows 11 Pro. Enter your key under Settings, System, Activation.
More:Guide chapter: Clean installGuide chapter: System requirements
How do I upgrade from Windows 10 to Windows 11 Pro?
You do not need a clean install. First run Microsoft's free PC Health Check: Windows 11 needs TPM 2.0, Secure Boot and a supported processor, and failing any one stops the upgrade, though the cause can be TPM or Secure Boot switched off in the BIOS. If it fails, write to us before you activate the key. If it passes, run the Windows 11 Installation Assistant linked in that guide chapter; it keeps your files and programs, restarts several times and can take an hour or more. Then enter your key. Windows 10 Home becomes Windows 11 Home, so follow the Home to Pro chapter next.
More:Guide chapter: Upgrade from Windows 10 to Windows 11 ProGuide chapter: System requirements
Do I need a Microsoft account during Windows 11 setup?
Microsoft states that setting up Windows 11 for personal use needs an account, and setup pushes for one. On Windows 11 Pro there is a workaround that may change in a future update: on the account screen choose Set up for work or school, then Sign-in options, then Domain join instead. That gives you a plain local account with a username and password. Your license does not depend on this: the key activates either way. A Microsoft account can link the license to you, which can help if you reinstall later.
Do I need an internet connection to activate Windows 11?
Windows needs an internet connection to activate, so there is no offline activation. Activation happens over the internet, and the installer download and the account step of setup need a connection too. The guide says Microsoft has retired telephone activation, so there is no activation phone line to call. If the PC cannot reach the internet when you enter the key, connect it, even briefly, and try again. A VPN, firewall or captive Wi-Fi can block activation, and a clock that is off by a few days breaks the secure connection. Still refused? Send us the exact code and your order number.
More:Activation CenterError 0xC004F074: no Key Management Service could be contacted
How do I check that Windows 11 is activated?
Open Settings, System, Activation. Next to Activation state it says Active when Windows is activated, and the line above names the edition, for example Windows 11 Pro. Right after you enter a key, the screen should read Windows is activated. Settings, System, About also shows which edition you have. If it says Not active, no key may have been entered on this PC yet, which is not a fault; if you did enter one and it failed, send us the code on screen and your order number.
More:Activation Center: Is it already activated?How to activate Windows 11
Can I reinstall Windows 11 later with the same key?
Keep your delivery email: it holds the key, and you may need it again if you reinstall. To reinstall, follow the Clean install chapter of the guide, then enter the same key under Settings, System, Activation. If the email is gone, send your order number or write from the address you ordered with; once we confirm the order is yours, we resend the same key. A license is used on one PC at a time, so for a different computer release it on the old one first. If activation is refused, send us the exact code and your order number.
More:Guide chapter: Clean installDigital delivery: where is my key
Does the key work with other Windows languages and 32-bit versions?
One download serves every language: the installation media is multilingual, and you choose the language inside the media creation tool. Windows 11 is 64-bit only, so there is no 32-bit version to pick, and a PC with only a 32-bit processor cannot run it. Your key does not depend on language either: the same 25 characters activate Windows whatever language you installed it in, so ordering on this site and installing in another language costs you nothing extra.
More:Guide chapter: Downloads in other languagesGuide chapter: System requirements
Will I keep getting Windows updates with this key?
Windows 11 Pro gets security updates, the same as Windows 11 Home. The site does not say which feature updates will follow, when support for a version ends, or whether updates change on a PC that is not activated, so we cannot give dates or version numbers here. After you enter your key, check that Settings > System > Activation shows Active next to Activation state. If it does not, send support the code on screen and your order number.
More:Windows 11 ProWindows 11 Pro installation guideActivation Center
Windows says “Activate Windows” in the corner, or is stuck on “Working on updates”. What now?
Check Settings > System > Activation: it should show Active next to Activation state. If it does, Windows is activated; the site does not describe the corner text itself. If it does not show Active, or the corner text stays, send support@mygenuo.com the code on screen or a photo, with your order number. After an upgrade from Windows 10 or a clean install, the guides say it restarts several times and can take an hour or more; the site gives no time for routine updates. Leave the PC alone while it works; if it seems stuck, write to us with your order number and what the screen shows.
More:Windows 11 Pro installation guideActivation CenterContact
Install and activate Office 2024
How do I install and activate Office 2024, step by step?
Install first, then type the key into Word. In order: remove any other Office, an expired Microsoft 365 trial included, and restart; download the installer from the Download button on the Office product page or in the installation guide; right-click it and choose Run as administrator; stay online until it closes by itself; then open Word, go to File > Account > Change Product Key and enter the 25-character key from your email. Allow about fifteen minutes, most of it the download, so the time depends on your connection. The installation guide has screenshots.
More:Office 2024 installation guideOffice 2024 Professional Plus
Where do I enter the Office product key?
You type the key inside Office itself. There is no website to redeem the key on and no account to sign into. Open Word, select File, then Account, then Change Product Key under Product Information, and enter the 25-character key from your delivery email, hyphens included. Office checks the key online, so stay connected for that step. Back in File > Account, the product should show as activated. If your screen looks different, send us the exact message on it and your order number.
What is the Office installer, and where do I get it?
The installer is a small program, only a few megabytes, that downloads Office itself while it runs, so stay online until it closes. You find it as the Download button on the Office product page and in the installation guide. Right-click it and choose Run as administrator. Before you select Yes, check that Windows shows the verified publisher Technik Markt TMA e.K., the company that provides it. If that line is blank or names anything else, stop and write to support@mygenuo.com.
More:Install Office, step by stepOffice 2024 Professional Plus
Do I need to remove an old Office or a Microsoft 365 trial first?
Yes, remove every other Office first. An older Office or a Microsoft 365 trial can stop the install, even an expired trial you never opened. Open Settings > Apps > Installed apps, uninstall everything named Microsoft Office, Microsoft 365 or Office Hub, then restart the computer. Your documents stay: uninstalling removes the programs, not the files they made. If you use Outlook with a POP account, note where your data file lives before you start. If the uninstaller refuses, Microsoft's free Support and Recovery Assistant is built to remove Office; search for it by name.
More:Before you start
The Office installer closed without a message. What now?
A window that closes without a message is normal: the installer finishes without announcing anything. Press Start, type word and open it from the results. If the install was interrupted, a half-installed Office has to be removed in Settings > Apps > Installed apps; restart, then run the installer again and leave the computer online and alone until the window closes by itself. If it stops with an error, send us the exact message and your order number.
Word says the product is unlicensed before I enter the key. Is that normal?
That message is expected on a new install. It means one thing only: no key has been entered on this computer yet. The wording about a corporate network or a system administrator is aimed at company IT departments and does not apply to you. Open File > Account > Change Product Key and enter the 25-character key from your delivery email. Then check File > Account again; the unlicensed message should be gone. If it looks unchanged, close Word completely and open it once more.
Office says “Unlicensed Product” after I entered the key. What now?
Usually the key is fine and Office is not using it. Check in this order: enter the key again under File > Account > Change Product Key, then close every Office program and reopen Word; remove any other Office or Microsoft 365 trial, restart and enter the key again, signing out of any Microsoft account that carries a subscription or trial; then check the date and internet, or run Online Repair. Still showing it? Email your order number and a photo of File > Account to support@mygenuo.com. Our lifetime activation guarantee covers a key that is accepted and later shows as unlicensed, within the limits on its page.
Do I need a Microsoft account for Office 2024?
No account is needed to install or activate Office 2024 Professional Plus, and signing in is optional. Install it, enter your key under File > Account > Change Product Key, and only then sign in with a Microsoft account if you want one, for example for OneDrive or to carry your settings between computers. Signing in first can make Office greet you as a Microsoft 365 subscriber or offer a trial. If that has happened, enter the key as above and, if Word is signed in to an account that carries a Microsoft 365 subscription or trial, sign out under File > Account.
Should I install 32-bit or 64-bit Office?
Take 64-bit. The installer button on our product page and guide is the English 64-bit one, and Windows 11 only exists in 64-bit, so 64-bit Office fits any computer that runs it. Choose 32-bit only if the computer itself is 32-bit, which Windows 11 will not run on, or if you depend on an old add-in, macro or database driver built only for 32-bit Office. The same key activates either version: if you chose wrong, uninstall, install the other one and enter the same key. If activation is refused after several changes, do not keep trying; send us your order number.
Can I use Office 2024 in another language?
Yes. The installation guide has installers for English, Spanish, German, French, Italian, Portuguese and Dutch, each in 64-bit and 32-bit, except Portuguese, which is 64-bit only. The same 25-character key activates Office in any language. If you installed the wrong one, uninstall it, install the one you want and enter the same key again; if activation is refused after several changes, do not keep trying and send us your order number. The Download button on the product page is the English 64-bit installer, so for another language use the table in the guide.
How do I reinstall Office or move it to a new computer?
You need the installer and the same key. The installer is the Download button on the Office product page and in the guide. The key is in your delivery email, so keep it. Lost it? Send us your order number or write from the address you ordered with; once we confirm the order is yours, we resend the same key. Install Office as before and enter the key under File > Account > Change Product Key. The license covers one computer at a time, so remove Office from the old one first. If activation is refused after several changes, send us your order number.
What is and is not included with Office 2024 Professional Plus?
Included: Word, Excel, PowerPoint, Outlook, OneNote and Access, installed on your PC and yours to keep. What installs is Office LTSC Professional Plus 2024, the perpetual long-term release. Not included: Publisher, which is left out of this release, and Teams, a separate free download. Skype for Business is offered as an optional extra during install. No cloud storage is included (Microsoft 365 includes 1 TB of OneDrive) and there is no subscription. Updates are security fixes, not new features.
Will Office 2024 install on my computer?
Office 2024 Professional Plus is for Windows PCs, not Mac. Windows 11 is supported. Microsoft lists only the LTSC editions of Windows 10 as supported for this release; ordinary Windows 10 is not on that list. You need a 1.1 GHz or faster 2-core processor, 4 GB of RAM, 4 GB of free space, a 1280 x 768 display, and internet for the download and activation. Not sure about your PC? Ask us before you buy or activate: we refund an incompatible PC only if the key was not used to activate and you tell us in writing.
More:System requirementsOffice 2024 Professional PlusRefund policy
Error codes and troubleshooting
My key will not activate. What do I do first?
Write down the exact error code or message on screen first; it tells us what happened. Then run three quick checks: stay online (a VPN, firewall or captive Wi-Fi can block activation), set the date and time to automatic, and make sure the edition under Settings > System > About matches your order. If it still fails, look up the code in the Activation Center, or email support@mygenuo.com with your order number and the exact code.
What does error 0xC004C003 mean?
0xC004C003 means Microsoft's activation server reports the key as blocked. Two ordinary causes come first. One: the key is still registered to another PC, so deactivate it there, then activate here; if that PC is gone, write to us with your order number. Two: the edition does not match, so compare Settings > System > About with your order. If neither fits, send your order number and the exact code to support@mygenuo.com. We replace a key that Microsoft's server blocks, under the lifetime activation guarantee, for the life of the license.
What does error 0xC004F074 mean?
0xC004F074 means no Key Management Service (KMS) could be contacted. KMS is how company computers activate; a single-PC key like yours does not use it, so the key itself is usually fine. Try these in order: enter your own key again under Settings > System > Activation > Change product key; set the clock to automatic; turn off any VPN or proxy; then run slmgr /ato in an administrator Command Prompt and send us what it says. On a company-managed PC, ask your IT administrator.
What does error 0xC004F050 mean?
0xC004F050 means Windows rejected the key as invalid, and three ordinary causes come before a bad key. One: a typing mistake, so copy the key from the delivery email and paste it, dashes included, instead of retyping. Two: the key is for another edition, so compare Settings > System > About with your order. Three: the key is for a different product, such as Windows Server or an N or KN edition. If all three are ruled out, send us your order number and the exact code.
What do the Office codes 30015-4 and 0x4004F00C mean?
Office shows longer codes than Windows, such as 30015-4 or 0x4004F00C, and they work the same way: the code says what happened. 0x4004F00C means Office is trying to activate against a company activation (KMS) server and cannot find one; the support article for it has the checks. 30015-4 does not have a page of its own yet: write down the exact code and email it with your order number to support@mygenuo.com, and we will look into it. If it appeared while installing, first remove any older Office, including an expired Microsoft 365 trial, then restart and try again.
More:Error 0x4004F00COffice 2024 guide: if it failsActivation Center
Office shows “Unlicensed Product” or “Product Deactivated”. What does it mean?
A red or yellow Unlicensed Product or Product Deactivated banner usually does not mean the key failed; Office just has not been given the key. Open Word, select File > Account > Change Product Key, enter the 25-character key from your delivery email, then close every Office program and reopen Word. If the banner stays, remove any other Office or Microsoft 365 trial, restart, and enter the key again. Still showing it? Email your order number and a photo of File > Account.
More:Office 2024 guide: If it failsEnter your key (Office 2024 guide)
Windows or Office says “Not active” before I enter a key. Is that normal?
That is expected before the key goes in. A fresh Windows screen can read Not active, sometimes with the code 0xC004F213, and Office shows an unlicensed message; both only mean no key has been entered on this computer yet. For Windows, go to Settings > System > Activation > Change product key. For Office, open Word, then File > Account > Change Product Key. Enter the 25-character key from your delivery email, hyphens included.
More:Activate your key (Windows 11 Pro guide)Enter your key (Office 2024 guide)
What should I send support about an activation problem?
Email support@mygenuo.com with three things: your order number (it is in your payment confirmation email), the exact error code or message, and which product it is for, Windows or Office and the edition. A photo or screenshot works as well as typing the code. You do not need to send your full product key, a card number or a password; with your order number we can see what was delivered to you. Our support team is available 24/7 at support@mygenuo.com.
What is the Activation Center, and what if my code is not listed?
The Activation Center has a page for the common error codes, for example 0xC004C003 and 0xC004F074 for Windows and 0x4004F00C for Office. Type your code into its search box. If there is no page for your code, send it to support@mygenuo.com with your order number and we will look into it. To check whether you are already activated: Windows says Active under Settings > System > Activation, and Word says Product Activated under File > Account.
A box shows only a code and no explanation. What is it?
A Windows Script Host box with only a code is not the error itself; it is a wrapper around it. Open Command Prompt and run slui.exe 0x2a followed by the code shown in the box, and the full explanation appears in a normal window. Send us that text and your order number at support@mygenuo.com and we will take it from there.
More:If activation fails (Windows 11 Pro guide)Activation Center
What should I not do when activation fails?
If activation is refused after several changes, such as replacing or rebuilding a PC, do not keep trying: send us your order number at support@mygenuo.com. Do not enter the key on a second computer while the first still uses it; a license covers one PC at a time and a second activation can be refused. Typing the key works, but copying and pasting it from the delivery email, dashes included, avoids the typing mistakes that cause an invalid-key error. If you think you bought the wrong edition, do not activate: unactivated keys can be exchanged, activated ones cannot.
More:Refund policy
I used a Pro key on a Home PC, or the wrong edition. What now?
A Pro key will not simply activate Windows 11 Home, and you do not need to reinstall. Check Settings > System > About, then follow the guide chapter Upgrade from Windows 11 Home to Pro: Windows switches the edition in place, with no reinstall and no lost files. If you think you bought the wrong edition, write to support@mygenuo.com before you activate anything. If the key has not been used, the refund policy covers an exchange: you pay the difference, or we refund the difference. Once a key has activated, it cannot be exchanged.
When is a key replaced, and what does the guarantee cover?
Yes. Our lifetime activation guarantee covers a key that fails to activate, activates only partially, or is rejected by the activation server: we replace it for the life of the license. If the replacement fails too, you get your money back within the first 30 days of purchase; after that we keep replacing the key until it works. Email your order number and the exact error code to support@mygenuo.com. Not covered: a key still in use on another computer, or a problem that began after a change you made (write to us anyway). A change of mind or a PC that is not compatible goes to the refund policy.
My key worked and then activation stopped. What now?
A key that was accepted and later reports as not activated, as an Unlicensed Product, or with an activation-server error is covered by our lifetime activation guarantee, which replaces it for the life of the license, within the limits on the guarantee page. Note the exact message, check that the PC is online and the date and time are correct, then send your order number and the message to support@mygenuo.com. The guarantee does not cover a key still in use on another computer or a problem that began after a change you made on the computer; if that applies to you, write to us anyway and we will look at your case.
Moving, reinstalling and new hardware
How do I move Windows 11 Pro to a new computer?
A license is used on one PC at a time, so free the key on the old computer first: open Command Prompt as administrator and run slmgr /upk, which uninstalls the product key and frees it, then slmgr /cpky, which clears the key out of the registry so it cannot be read off the old machine later. The old computer will report itself as not activated, which is expected. On the new computer, go to Settings > System > Activation > Change product key and enter the same 25-character key from your delivery email. If activation is rejected after several changes, write to us with your order number.
How do I move Office 2024 Professional Plus to a new computer?
Office 2024 is activated inside Office itself. On the old computer, uninstall Office. On the new one, install it with the same installer from your delivery email, open Word, go to File > Account > Change Product Key and enter the same key. Only one installation is active at a time. If another Office is already on the new PC, including an expired Microsoft 365 trial, remove it and restart first. If it will not activate, send your order number and the exact error code.
Can I reinstall Windows 11 Pro on the same PC, even with a new drive?
Reinstalling on the same PC uses the same key: our site says that once activated, a license survives reinstalls on the same machine. A clean install erases the drive, so back up your files first; the Clean install chapter of the Windows 11 Pro guide also covers a new drive. If setup asks which edition, choose Windows 11 Pro. Then enter the key from your delivery email under Settings > System > Activation > Change product key. Until then Windows can show Not active, which only means no key is entered yet. If Windows refuses the key, send us your order number and the exact error code.
More:Windows 11 Pro guide: Clean installWindows 11 Pro guide: Activate your key
Can I reinstall Office 2024 on the same PC or after a wipe?
Reinstalling Office takes two things: the installer and the same key from your delivery email. Remove any other Office first, including an expired Microsoft 365 trial, and restart. Run the installer as administrator, open Word, then go to File > Account > Change Product Key and enter the same key. A reinstalled Office starts without a key, so an Unlicensed Product banner usually just means the key is not entered in this installation yet. Sign in to a Microsoft account only after the key is in. If the banner stays, send us your order number and a photo of File > Account with the banner visible.
Do I need to release the key before reinstalling on the same PC?
The site does not ask you to release the key before a reinstall on the same machine: it says that once activated, a license survives reinstalls on the same machine. Keep your delivery email so you can enter the same key afterwards if Windows asks for it. The release steps, slmgr /upk and slmgr /cpky in an administrator Command Prompt, are our steps for when you replace or rebuild your computer and move the key to the new one. If activation is refused, do not keep trying: send us your order number and the exact error code.
I changed the motherboard or other hardware. Will the key still work?
Our rule is one PC at a time: if you replace or rebuild your computer, release the key on the old one and activate it on the new one. After a hardware change, if Windows shows Not active, enter the same key under Settings > System > Activation > Change product key. We cannot promise in advance how a particular part swap will go, or whether the Lifetime activation guarantee page covers it. If activation fails, write to us with your order number and the exact error code, and we will look at your case.
How many times can I move or reinstall a license?
We do not state a number of moves or activations, and cannot give one here. The rule is one PC at a time: when you replace or rebuild your computer, release the key on the old one and activate it on the new one. If activation is rejected after several changes, do not keep trying: write to support@mygenuo.com with your order number and the exact error code, and we will take it from there. An activated license survives reinstalls on the same machine.
Can I use one key on two computers?
No. Windows 11 Pro and Office 2024 Professional Plus each cover one PC, with one active installation at a time. Installing on a second machine does not multiply the license. For Windows, a second activation can be refused with a message that the key was already used. To cover more than one PC, order one license for each. If you need licenses for an organization, write to us. To move the key to a new computer instead, see the answers on moving a license.
More:License types explainedWindows 11 ProOffice 2024 Professional Plus
Can I use the key in a virtual machine or a second Windows on the same PC?
The listing covers one PC with one active installation at a time. The site does not say whether a virtual machine, or a second Windows on another partition of the same PC, counts as a second installation, so we cannot confirm it from here. Please write to support@mygenuo.com with your order number and what you plan to set up before you activate the key a second time. To cover another PC, order one license for each.
My old computer is broken, stolen, sold or will not start. What now?
If the old computer is broken, sold or gone, you cannot release the key there, so go straight to the new one: Settings > System > Activation > Change product key, and enter the same 25-character key from your delivery email. If the activation server refuses it with error 0xC004C003, write to us with your order number and we will look at your case. For Office, install it on the new PC with the same key; if it will not activate, send your order number and the exact error code.
More:Error 0xC004C003Office 2024 guide: Installing it again later
The new computer refuses my key after a move. What now?
A key still registered to a computer you no longer use can be refused on the new one. If you still have the old computer, release the key there with slmgr /upk in an administrator Command Prompt, then try once on the new PC and do not keep retrying. Also check under Settings > System > About that the edition matches your order. If the old computer is gone, or the key is not registered to another PC and the edition matches, send us your order number and the exact code. We replace a key that Microsoft's server blocks, under the Lifetime activation guarantee, for the life of the license.
I am selling or giving away my computer. What do I do with the key?
Before the PC leaves your hands, you can release the key on it: open Command Prompt as administrator, run slmgr /upk, then slmgr /cpky, which clears the key out of the registry so it cannot be read off later. The PC will then report itself as not activated, which is expected. The site does not say whether a key can be passed on to the buyer of a used PC or given to someone else, so we cannot confirm that here; write to support@mygenuo.com to ask. Our Terms say you may not resell keys bought here as new without a written agreement with us.
More:Terms and conditions
Refunds and the guarantee
What does the Lifetime activation guarantee cover?
If your key does not activate, we replace it for the life of the license, with no expiry date on the replacement. That is our lifetime activation guarantee. It covers a key that fails to activate, one that later reports as not activated or as an Unlicensed Product, and one the activation server rejects. It does not cover a key still in use on another computer or one that stopped after a change you made, but write to us with your order number and we will look at your case. If the replacement does not activate either, you get your money back within the first 30 days of purchase.
How do I claim a replacement for a key that will not activate?
Write down the exact error code or message on screen, then check the Activation Center, where each common code has its own steps. If Office says Unlicensed Product, the key is usually fine and Office just has not been given it, or is checking a different license; the 'If it fails' chapter of the Office installation guide has the steps. If that does not fix it, email support@mygenuo.com with your order number and the code or message. If the key is at fault, we replace it. Our support team is available 24/7 at support@mygenuo.com.
More:Activation CenterLifetime activation guaranteeContactOffice guide: If it fails
How does the 30-day money-back rule work?
When a key does not activate and the replacement does not activate either, you get your money back in full within the first 30 days of purchase. After that, we keep replacing the key until it works. A separate rule covers a key you have not used: a refund is available while it has not been used to activate, with no deadline. Refunds go back to your original payment method. See the refund policy and the guarantee page.
Can I get a refund or cancel before I use the key?
Yes. A refund is available while the key has not been used to activate and you tell us in writing, with no deadline while the key is unused. A key counts as used once Windows or Office has accepted it and shows as activated: Windows says Active under Settings, System, Activation, and Word says Product Activated under File, Account. To ask, email support@mygenuo.com with your order number; we cancel and refund. If you are not sure you need the license, do not activate it yet.
Can I get a refund if I changed my mind?
It depends on whether the key has activated. If it has activated successfully and you simply no longer want it, it cannot be returned for a refund, because a used key cannot be returned to stock or resold. If you have not activated it yet, a refund is still possible when you tell us in writing, so ask before you activate. A key that is accepted and later reports as not activated, as an Unlicensed Product, or with an activation-server error is a different case: it is covered by our lifetime activation guarantee, within the limits on the guarantee page. Email support@mygenuo.com with your order number.
I bought the wrong edition. Can I exchange it?
If the key has not been used to activate, tell us and we exchange it for the right edition; the difference is settled either way, so you pay it or we refund it. An unused key can also simply be refunded. Once a key has activated successfully, it cannot be exchanged, so do not activate one you think is wrong. Email support@mygenuo.com with your order number and the edition you need. If that edition is not listed on the shop right now, say so in your email and the team will tell you what is possible.
More:Refund policyContact
My PC is not compatible. Can I get a refund?
If your PC turns out not to be compatible, we refund only if the key was not used to activate and you tell us in writing. If the key was already used to activate, a refund is not available for that reason. Check the system requirements in the installation guide before you activate, or ask us first. To ask, email support@mygenuo.com with your order number.
More:Refund policyWindows 11 ProOffice 2024 Professional Plus
What I received does not match the product page. What now?
If what you received does not match what the product page stated, such as a different edition, a different license type or a restriction we did not disclose, that is our error and we refund it. Email support@mygenuo.com with your order number, what the page said and what you received. Every listing states its license type and how many PCs it covers; the License types page explains the terms.
The key is in use on another PC, or stopped after a change. What now?
A license is used on one PC at a time. If the key is still registered to a computer you no longer use, release it there first, then activate it on the new one. A key still in use on another computer is not covered by the guarantee, nor is one that stopped after a change you made. Even so, email support@mygenuo.com with your order number and the exact error code, and we will look at your case, even if the old computer is gone. After a reinstall you may need to enter the key again; it is in your delivery email.
My key never arrived, or my order is on hold or canceled. What now?
First check spam and the address you used at checkout, then email support@mygenuo.com with your order number. Once we confirm the order is yours, we resend the same key. If we cannot deliver it, we refund you in full. Some orders are held for a manual anti-fraud check before the key is released; email us and we will tell you where it stands. We may cancel an order that fails that check, or one listed at an obviously incorrect price because of a technical error, and we refund it in full and tell you. For the reason behind a specific cancellation, email us with your order number.
How long does a refund take?
If we agree a refund, it returns to your original payment method. After that your bank sets the pace: card refunds usually appear within 5 to 10 business days. If more time has passed, email support@mygenuo.com with your order number. The refund policy gives the card range only, so no timing is stated for other payment methods.
More:Refund policy
Can I dispute the charge with my bank?
Please write to us before you open a dispute with your bank. We would rather fix it directly, and a direct message is usually the quickest route. Email support@mygenuo.com with your order number and what went wrong. Activation problems are handled under our lifetime activation guarantee and refund cases under the refund policy. Nothing in our refund policy or terms limits any right you have under the consumer law that applies to you.
Support and contact
How can I contact you?
You can reach us at support@mygenuo.com or with the message form on the Contact page. Our support team is available 24/7 at support@mygenuo.com. For an order or activation problem, send your order number and the exact error code or message. Business address: genuo LLC, 7112 Leesville Blvd, Springfield, VA 22151, United States.
What is the support email, and when is email best?
Write to support@mygenuo.com. Email is the best route for order problems, because you can attach a photo of the error. Put your order number and the exact error code or message in the first message, and say whether it is for Windows or Office and which edition you bought. Our team replies by email. The Contact page lists what to include.
Can I send a screenshot through the contact form?
The message form on the Contact page cannot attach files. To send a screenshot or a photo of an error, email it to support@mygenuo.com and put your order number in the message. The form is fine for text: it asks for your name, your email, an optional order number, a topic and your message, and our team replies by email. We only use your email to reply to that message.
More:Contact
What should I include in a message to support?
Send three things: your order number, the exact error code or message, and which product it is for. The order number is in your payment confirmation email; with it we can see what was delivered to you and when. The error code looks like 0xC004C003, and a photo or screenshot of the screen works just as well. Tell us whether it is Windows or Office and the edition you bought.
How do I check my order status?
Orders are delivered by email, so there is no tracking number or shipment to follow; your key arrives by email at the address you used at checkout. Your order number is in your payment confirmation email. If the key has not arrived, or you cannot find the number, write to support@mygenuo.com from the address you ordered with. Some orders are held for a manual anti-fraud check before the key is released; write to us with your order number and we will tell you where yours stands.
What is the Activation Center?
The Activation Center is our page for a key that will not activate. Start with the error code on your screen: it lists the common ones, for example 0xC004C003 and 0xC004F074 for Windows and 0x4004F00C for Office, and what to check first, in order. It also links the Windows 11 Pro and Office 2024 Professional Plus guides. If your code is not listed, send it with your order number; if the key is at fault, we replace it.
More:Activation CenterSupport articlesLifetime activation guarantee
How do I make a complaint?
We are sorry something went wrong. Write to support@mygenuo.com with your order number and what happened, and say you want to make a complaint. We would rather fix it directly, so please write to us before you open a dispute with your bank; a direct message is usually the quickest route. Nothing in this limits any right you have under the consumer law that applies to you. For a complaint about your personal information, contact us first as well; the privacy policy explains your options.
Do you offer support in other languages?
We cannot promise support in a language other than English. The software itself is separate: the same key activates Windows or Office whatever language you install it in, and the installation guides show where to choose another language when you download.
Do you offer remote help with installing or activating?
Remote help is not offered on this site, so we cannot promise it. The installation guides take you through download, install and activation one screen at a time, for Windows 11 Pro and for Office 2024 Professional Plus. If a step fails, send our team the exact message on screen and your order number, and they will look into it.
About us, legal and privacy
Who runs this store?
MyGenuo is the store brand of genuo LLC, a limited liability company organized in the Commonwealth of Virginia. Its business address is 7112 Leesville Blvd, Springfield, VA 22151, United States. You can reach it at support@mygenuo.com. The Company information page puts the registered name, address and contact details in one table so you can check them before you buy, and the Legal notice repeats them.
Are you affiliated with Microsoft?
No. MyGenuo is an independent reseller. We are not the publisher of the software, and we are not affiliated with, endorsed by or sponsored by Microsoft. Windows and Office are Microsoft products, and Microsoft, Windows and Office are trademarks of the Microsoft group of companies, used here only to identify what we sell. The software's license terms are Microsoft's. What we stand behind is that the key you buy is what the listing says it is, and that it activates.
What is a license key, and what am I buying?
You are buying a license key for software that Microsoft publishes. You are not buying the software itself, and we are not its publisher. The key arrives by email with an activation guide. How you may use the software is set by the publisher's own license terms, which are between you and Microsoft. Our responsibility is that the key is what the listing says (license type and number of devices) and that it activates. This is a plain-words summary, not legal advice.
What personal information do you collect, and why?
We may collect contact details (name, billing address, telephone number, email address), payment confirmation (never your full card number), transaction and order information, what you write when you contact support, and device and usage information such as your IP address. Because every order is delivered by email, your email address is the one detail we cannot deliver without. We use this information to take payment, deliver your key, prevent fraud, give support and keep legal and tax records, and we keep it only as long as needed, including to honor our lifetime activation guarantee. We do not sell your personal information for money, but we share some with Shopify, our service providers and, where you have not opted out, advertising partners; opt out on Your privacy choices.
Who gets my data: Shopify, Google and advertisers?
Yes, some is shared. Shopify and the service providers that run the store handle hosting, payment processing, email delivery, fraud screening, analytics and customer support tools. Google serves the typefaces our pages use (Google Fonts): your browser requests them directly from Google when a page loads, so Google receives your IP address and the other standard details any browser request carries, and handles them under its own privacy policy. Where you have not opted out, we also share information with advertising partners; for example, we use Shopify to support personalized advertising based on your activity across different merchants and websites. Depending on where you live, you can opt out on Your privacy choices, or write to support@mygenuo.com.
How do I opt out of targeted advertising?
Use the opt-out form on the Your privacy choices page, which is linked in the footer: it takes one click and does not affect your orders, key delivery or support. It stops this browser's data being shared for targeted advertising, and with your email it applies to your customer account too. Depending on where you are, a Global Privacy Control signal from your browser also counts as an opt-out. You can also use the Cookie preferences link at the bottom of the page, where shown. If the form is not shown where you are, write to support@mygenuo.com and ask to opt out.
How do cookies work on this site?
Yes. We and Shopify use cookies and similar technologies to run the store (keeping your cart, securing checkout, remembering your preferences) and to understand how it is used, and our advertising tools use them too. Change your choices any time with the Cookie preferences link at the bottom of the page, where shown: you can set Personalization, Marketing and Analytics, while Required cookies stay on. You can also use your browser settings, but blocking some cookies can stop parts of the store, such as the cart, from working.
How do I see, correct or delete my personal information?
Email support@mygenuo.com and say what you want: a copy of your data, a correction, deletion or an opt-out. We may need to verify your identity first. We respond within the time the law requires and will not treat you differently for asking. Your rights depend on where you live, UK and EEA customers have a few more, and we may decline some requests as the law permits. If you have a complaint, contact us first.
How do I unsubscribe from marketing emails?
You can unsubscribe at any time with the link in any of our newsletter emails. Unsubscribing stops marketing emails only: we will still send emails about your orders, such as your order confirmation and your key. The newsletter covers new versions and price changes. If you cannot find or use the link, email support@mygenuo.com from the address that receives the newsletter and ask to be unsubscribed.
Do I need an account?
No account is needed to buy: checkout asks for your email address, and signing in is optional. Your key is delivered to the email address you enter at checkout, so check it before you pay. If you cannot get in, or want an account closed or deleted, write to support@mygenuo.com with the email address on the account, and never send a password.
Where can I read the terms and policies?
Terms and conditions, Refund policy, Shipping policy, Privacy policy and Your privacy choices are in the Legal menu and the footer of the store pages, and the Legal notice and Contact information are published as shop policies too. In the Terms: you must be 18 or have a parent's or guardian's consent to order, prices are in US dollars, and Virginia law governs, while the mandatory consumer law of your own country still applies. If something goes wrong, write to support@mygenuo.com first, and before opening a dispute with your bank: we would rather fix it directly.
More:Terms and conditionsPrivacy policyRefund policyShipping policyYour privacy choicesLegal noticeContact information
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