Frequently Asked Questions
Frequently Asked Questions
Everything you need to know before you buy — from license authenticity to activation and beyond.
License Authenticity
Are your Microsoft licenses genuine?
Yes. Every license sold through SoftwareKeep is 100% genuine and sourced from authorized distributors. Our products are not grey-market, OEM-stripped, or counterfeit keys — they are legitimate retail licenses that activate directly with Microsoft's servers.
How can I verify my license is authentic?
Once you activate your product, Microsoft's own activation servers confirm authenticity in real time. You can also verify your activation status at any time by going to Settings → Update & Security → Activation on Windows, or File → Account in any Office application. A genuine license will show "Windows is activated" or "Product Activated" with no warnings.
Where do your licenses come from?
We source directly from authorized Microsoft distribution channels. All keys are unused, full retail licenses — not volume, academic, or trial editions unless explicitly stated on the product page.
Delivery
How will I receive my license key?
Delivery is instant and entirely digital. Immediately after your payment is confirmed, your license key and activation instructions are sent to the email address you provided at checkout. No shipping, no waiting — most customers receive their key within minutes.
What if I don't receive my email?
Check your spam or junk folder first — automated emails occasionally get filtered. If it's not there within 15 minutes of purchase, contact our support team with your order number and we'll resend it promptly.
Is there a physical product or box?
No. All our products are digital licenses delivered by email. This keeps costs low and delivery instant — there's nothing to ship or wait for.
Activation
How do I activate my Microsoft product?
Activation steps depend on the product, but the general process is:
- Download and install the software from Microsoft's official website if you haven't already.
- Open the application or go to Settings → Activation.
- Select Change product key and enter the 25-character key from your email.
- Follow the on-screen prompts — activation typically completes in seconds with an internet connection.
Detailed, product-specific instructions are included in your delivery email.
Do I need an internet connection to activate?
Yes, an active internet connection is required for online activation, which is the standard and recommended method. Phone activation is available as a fallback for Windows licenses if needed.
Is the software license permanent?
License terms vary by product. Windows 10 and Windows 11 retail licenses are permanent — tied to your Microsoft account and transferable. Microsoft 365 is an annual subscription. Always check the individual product page for specific license terms before purchasing.
Refunds & Returns
What is your refund policy for digital products?
Because license keys are delivered instantly and cannot be returned once revealed, all sales are final once the key has been delivered and viewed. However, if you experience a genuine issue — such as a key that does not activate or a product that does not match its description — we will make it right. Contact our support team within 30 days of purchase with your order details.
What if my key doesn't activate?
This is rare, but if it happens, don't worry — we've got you covered. Contact our support team immediately with your order number and a screenshot or description of the error message. We will troubleshoot with you and, if the key is confirmed faulty, replace it at no charge.
Can I use the license on multiple devices?
This depends on the license type. Most retail licenses are single-device. Microsoft 365 Personal covers one user on up to 5 devices simultaneously; Microsoft 365 Family covers up to 6 users. Check the product page for the exact terms.
Support
How can I contact customer support?
Our support team is available via email and live chat. Visit our Contact Support page. Most inquiries receive a response within 24 hours, and activation issues are typically resolved same-day.
Do I need an account to place an order?
No account is required — you can check out as a guest. However, creating an account lets you access your order history, re-download your license details, and manage future purchases more easily.