Frequently Asked Questions

Admin FAQ

-> What is the minimum purchase requirements to place a bulk order?
Minimum purchase required to place a bulk order is 20 digital licenses, or 20 DVDs/USBs.
-> How long does it take once a bulk order has been submitted?
Allow 2-3 business days for invoice to be processed and sent. Upon receipt of the invoice, please remit payment. Once payment is received you will be notified and licenses will be released with instructions on how your employees can retrieve them.
-> What are the payment methods for bulk order?
Credit Card, Wire Transfer, Purchase Order.
-> What is the process for submitting a Wire Transfer?
Once your order is entered and you've selected payment method please provide your bank the following. Amount, Account Holder, Bank Account Number, Reference Number, Location, Bank Name, Swift Code, IBAN. Please ensure you use your 'Ref. Number' as your transaction reference when you electronically transfer the money for payment. After confirmation that funds have been received you will be sent an email notification. If a payment is not received within 20 business days, your order will be cancelled.
-> Invoice request
Once your order is placed you will receive a detailed order confirmation.  You can also request an invoice by simply sending an e-mail to hupbulk@digitalriver.com. Please include your order number as well as your VAT number, if applicable.

Employee FAQ

-> How do employees redeem a bulk order license purchased by my organization?
Each employee has to redeem the license individually by following the instructions below.

  1. Visit www.microsofthup.com and enter your work email address and program code.
  2. If eligible, you will receive an email to purchase.
  3. Click on the link provided in the email to access our store.
  4. Select the products you wish to purchase. Products for which your company has purchased a bulk order in advance will have no cost.
  5. Select your billing method and checkout.
  6. When payment clears, employees can redeem their license.
Note: Step by step instructions with screenshots are available on the Resource and Marketing Center and can be shared with your employees.
-> How are product activation keys obtained?
Once you complete your order a confirmation page will be displayed and an email will be sent to you that contains your product key for activation.
-> How much will I be charged for my bulk order license?
You won't be charged for a bulk order license if your company has pre-paid for the order. If you choose to purchase backup media or any additional products, those will be available at their current prices.
-> Can I get physical media with bulk order?
Yes on the purchase site there is an option to purchase backup media with your order.

Order Information

-> Who qualifies for the Home Use Program (HUP)?
The Home Use Program (HUP) is a Software Assurance benefit available to Microsoft Volume Licensing customers with active Software Assurance Benefits on their Office applications. Employees who use the covered licenses at work are eligible to purchase these Office applications for use on a home device during the term of their employment. This temporary license expires with the employers Software Assurance Benefits, or upon termination of employment with the covered customer.

-> Are these products limited licence(s)/version(s)?
The Home Use Program (HUP) provides the latest version of Microsoft Office for your home device. However, your right to use this software is tied to your organization's continued Software Assurance Benefit coverage and your continued employment with that organization. Your employer will notify you if their Software Assurance Benefit coverage expires.
-> I’ve already purchased but would like to order a Backup DVD/USB.
You can return to the HUP store at any time to purchase additional digital products and backup DVDs or USBs.
-> What is the return policy?
Returns are not allowed at this time, except where required by local law.

Technical Support

-> I never received my email invitation to the store.

If You Don't Receive the Email

  1. Check your junk or spam folder.
  2. Add “hupenterprise@digitalriver.com” to your email contacts list or whitelist.
  3. Request your IT department staff add “hupenterprise@digitalriver.com” to their email whitelist.
  4. Click here to resend your email.
  5. If you still don't receive the email, contact Customer Support.
-> Why do I need to accept cookies?
Cookies are placed on your browser for your convenience, and the Home Use Program sites depend on them to function correctly. When you place an order, information is written onto your hard drive. The next time you place an order the system recognizes who you are and automatically enters your information into the form.

-> Are cookies a security risk?
No. Because cookies read information on your hard drive, some think this means they give access to all the information on your computer. Our commerce system encrypts all cookies and they cannot be read by any other web page. The cookie actually contains no personal information, just a unique identifier for our system to recognize this browser.

Still need help?

-> Site or program questions
For online store purchases, downloads, or product key questions, please Click Here.

For technical assistance, including software installation/un-installation, product activation, or product use, please Click Here.