Question 1

How can I pay?

Accepted Answer

The payment methods currently available are shown during checkout. Depending on your order, these may include TWINT, credit and debit cards and other offered payment methods. For payment in advance, we process your order once the payment has been received and matched to your order.

Question 2

How will I receive my order?

Accepted Answer

For digital products (ESD), we send the product key and the relevant download and installation information to the email address provided with your order. If you order a variant with a USB stick or DVD, the physical media are sent by post to your delivery address. The exact delivery method and time are listed on the product page or for the selected variant.

Question 3

What is ESD (Electronic Software Distribution)?

Accepted Answer

ESD stands for Electronic Software Distribution and means that software is supplied digitally. You receive your product key and the necessary download information electronically by email. An ESD version does not include physical media such as a DVD or USB stick.

Question 4

When will I receive my order?

Accepted Answer

Delivery time depends on the selected product variant and payment method. The applicable delivery time is shown on the product page. Digitally available products can be delivered automatically by email once the order and payment have been processed successfully. Payment in advance or orders requiring a manual review may take longer.

Question 5

I have not received my order. What should I do?

Accepted Answer

First check your spam or junk folder and the email address provided with your order. Also check the delivery time stated on the product page and whether payment was completed successfully. If your order has still not arrived after the stated delivery time, please contact us with your order number. You can also add info@thekeystore.ch to your safe senders list.

Question 6

How are physical products such as USB sticks and DVDs shipped?

Accepted Answer

Physical products are shipped to the delivery address provided with your order. We use Swiss Post. Please note that the instant delivery or email delivery offered for digital products does not apply to physical media. The shipping information for your selected product variant applies.

Question 7

Do you deliver outside Switzerland?

Accepted Answer

Our products are currently offered to customers in Switzerland and the Principality of Liechtenstein. We do not currently deliver to other countries.

Question 8

How and where do I download the software?

Accepted Answer

You receive the necessary download information with your order. Please use the download provided for your product or follow the corresponding installation guide. This helps ensure that you install the correct version and edition. Further guidance is available in our Download and Support Centre.

Question 9

How long is the product key valid?

Accepted Answer

We recommend using your product key as soon as possible after receiving it. Unless the product states otherwise, the initial activation must take place within three months of the purchase confirmation. After this period, successful initial activation of the product key can no longer be guaranteed. The deadline for initial activation is separate from the subsequent period during which you can use the software.

Question 10

How long can I use the software?

Accepted Answer

The period of use depends on the product. Once successfully activated, perpetual licences can be used indefinitely in accordance with their licence terms. Products such as Microsoft 365 and certain antivirus solutions have a fixed term instead. The exact term or licence type is listed in the product description.

Question 11

What does a lifetime or perpetual licence mean?

Accepted Answer

A perpetual licence does not have a subscription that needs regular renewal. Once successfully activated, the purchased software version can be used indefinitely in accordance with its licence terms. However, lifetime or perpetual does not mean that the product key can be activated an unlimited number of times or on any number of devices. It also does not automatically entitle you to future major versions of the software.

Question 12

How many devices can I install my product on?

Accepted Answer

The permitted number of devices depends on the product and variant you purchase. A licence for 1 PC is intended for one device. Offers for 3 PCs or 5 PCs, for example, provide the corresponding number of activations. You can find the exact device allowance in the product description or variant name.

Question 13

Can I use my product key again after reinstalling?

Accepted Answer

Reactivation after a complete reinstallation, formatting or significant system changes cannot be guaranteed for every product type. Products intended for a single activation on one device may not allow another activation. If you are planning to reinstall and are unsure, we recommend contacting us before you begin.

Question 14

Can I transfer my licence to a new computer?

Accepted Answer

This depends on the licence type. A licence for one device does not automatically mean that the product key can later be transferred to another computer. In particular, products intended for a single activation may become tied to the device used after successful activation. If you are planning to change computers, please contact us beforehand with your order number and the product purchased.

Question 15

Which Office version do I need to install?

Accepted Answer

Always install the exact version and edition your product key is intended for. For example, a key for Microsoft Office 2024 Professional Plus cannot automatically be used for Office 2021, Microsoft 365 or another Office edition. We therefore recommend using the download and installation information we provide with your order.

Question 16

Can I install several Office versions at the same time?

Accepted Answer

Having different Office versions on the same computer can cause installation, update or activation problems. We therefore generally recommend removing Office versions that are no longer needed or are incompatible before installation. Using Office together with Visio or Project may involve additional compatibility requirements. If you are unsure, please contact us before buying.

Question 17

Does the software also work on a Mac?

Accepted Answer

Not every product is compatible with macOS. When buying Microsoft Office, make sure you choose a version specifically intended for Mac. A Windows version of Office cannot simply be activated on macOS using the same product key. The supported operating systems are listed in the relevant product description.

Question 18

Which language will my product be in?

Accepted Answer

The available languages are listed on the product page or in the variant name. Depending on the product, these may include German, English, French or Italian. For physical media in particular, please check the language of your selected variant. If you need a specific language and it is not clearly listed, please contact us before ordering.

Question 19

Is this a one-time purchase or a subscription?

Accepted Answer

This depends on the product. Many traditional Office, Windows, Visio and Project products are offered as a one-time purchase. Microsoft 365 and certain antivirus solutions, however, may have a fixed term and require renewal when it expires. The applicable term or licence type is listed in the product description.

Question 20

Why do prices differ between products?

Accepted Answer

Prices depend on factors including software version, edition, number of devices, licence term and delivery method. A licence for one PC differs from a multi-device licence, for example, just as digital ESD delivery differs from a version supplied on physical media. When comparing products, look beyond the name and check the edition, device allowance and what is included.

Question 21

My product key does not work. What should I do?

Accepted Answer

First check that you have installed the version and edition matching the product key you purchased. A key for one edition cannot be used for a different edition. If you still receive an error message, please contact our support team with your order number, the exact error message and, if possible, a screenshot. Never publish your full product key in reviews, forums or other public spaces.

Question 22

What happens if my product key does not work on the first activation?

Accepted Answer

If a product key does not work within the specified activation period, please contact our support team. We investigate the activation error and, where the claim is valid, provide an appropriate replacement under our activation guarantee. The installed software version and edition must match the product you purchased.

Question 23

What information does support need if I have an activation problem?

Accepted Answer

To help us investigate quickly, please send your order number, the name of the product purchased, the installed version and edition, the exact error message and, if possible, a screenshot of that message. Please do not send unnecessary personal information and never share your product key publicly.

Question 24

I am not sure which product I need. What should I do before buying?

Accepted Answer

Please contact us before placing your order. Tell us which operating system you use, which software is already installed and what you need the product for. For Office, Project and Visio, knowing your existing Office version is particularly helpful. This allows us to help you choose a technically compatible variant.

Question 25

Can I return my item or cancel my order?

Accepted Answer

Return and cancellation options depend on the type of product purchased and our applicable return policy and terms and conditions. Different conditions may apply to digital products once product keys or digital content have been supplied. You can find the current conditions and deadlines in our legal information and under Shipping & Returns.

Question 26

What should I do if my delivery is incorrect or incomplete?

Accepted Answer

Please contact us as soon as possible with your order number and a brief description of the problem. For physical deliveries, photos of the items received may be helpful. For digital products, please send the exact error message or a screenshot if there is a technical problem. We will review the case and help you resolve it.

Software, ordering and activation FAQ

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