MS can't can't find my user name

I just installed Office 2016 professional and it's working fine. My problem is when they ask for my user ID and password. I ran the Microsoft Support and Recovery Tool just to see if I have any problems. I was asked to put in my User ID and password. I was told that that user ID does not exist and they there is no such user ID. I typed every think that could be my User ID and none existed. Then they told mt to put in my email address and password. So I put in my email address then they said the email address and password does not match up. I know for sure that the password was correct. Can anyone figure what is the world is going on?

I'm going to assume that the user id they were after was your Microsoft account. I assume you had to provide or create an account to download software. Is that the account id and password you are using.

I've seen this get messed up. There are our Microsoft email accounts, our microsoft accounts for our devices / store, etc. Some keep it sepearte so it won't combine addresses or help us in other manners.

Open a browser you don't usually use, and is not set to log into mail without a password, and log into your mail via the web interface. This is just to confirm to yourself that your mail password is fine. I assume you have an msn, live, hotmail, outlook.com address. Don't use keep me signed in. Logout.

I'm only assuming here that you have a separate Microsoft account for store and maybe even for this software. Using that same browser go to microsoft.com/account and sign in here to confirm this id / password combination. I would think if this is your account for Office then somewhere in here you will see you own the license for Office 2016.

I could be way off but I throw this out there as a possibility.

Caledon Ken said:

I'm going to assume that the user id they were after was your Microsoft account. I assume you had to provide or create an account to download software. Is that the account id and password you are using.

I've seen this get messed up. There are our Microsoft email accounts, our microsoft accounts for our devices / store, etc. Some keep it sepearte so it won't combine addresses or help us in other manners.

Open a browser you don't usually use, and is not set to log into mail without a password, and log into your mail via the web interface. This is just to confirm to yourself that your mail password is fine. I assume you have an msn, live, hotmail, outlook.com address. Don't use keep me signed in. Logout.

I'm only assuming here that you have a separate Microsoft account for store and maybe even for this software. Using that same browser go to microsoft.com/account and sign in here to confirm this id / password combination. I would think if this is your account for Office then somewhere in here you will see you own the license for Office 2016.

I could be way off but I throw this out there as a possibility.

I'll get back with you after I check a couple of things out. I did go to MS/support and was able to sign in there. I'll keep you posted.