Scratched off redemption code

Hello, thank you for reaching out to Microsoft Q&A.

When you apply too much pressure while scratching the silver or grey-coated area where the product key is located, it might damage the sticker and make the text unreadable. Use a magnifying glass to see if you're able to read the characters and use them to activate the product.

If you're unable to read the key, the first step is to contact the seller who sold you the product and see if they can offer a return or replacement for the item you purchased.

If they refuse to replace the item, you’ll need to get in touch with a Microsoft Office 365 support advocate directly. You can use the Get Help app on Windows or visit the link below to connect with Microsoft Support:

https://support.microsoft.com/contactus/

Select Office as your product, then sign in with your Microsoft account to connect with a live support agent.

Let me know if you still need more help.

If the scratched area has damaged the product key so it can’t be read, and there is valid proof of purchase from Staples, the next step is to contact Microsoft Support so they can review the case and possibly replace the key or offer other options.

Use the purchase receipt and the damaged card when contacting support:

1. Go to Microsoft support.
2. Choose the appropriate product/billing category.
3. Explain that the Microsoft 365 product key was damaged while scratching off the foil and provide proof of purchase if requested.

If the key cannot be recovered or replaced, consider purchasing a new Microsoft 365 subscription or product key from a trusted retailer or directly from Microsoft.

References:

• Using product keys with Microsoft 365