Frequently asked questions

These are the questions our customers ask most often — about ordering, legality, choosing the right edition and activation. If you do not find your answer here, write to us at info@litsenzi.bg. We reply every day between 09:00 and 20:00 Bulgarian time, usually within 15 minutes.

Ordering, payment and delivery

How long until I receive my product key?

Normally within 15 minutes of your payment being confirmed, during business hours (Monday – Sunday, 09:00 – 20:00). Orders placed overnight are processed in the morning. The maximum delivery time is 24 hours.

How can I pay?

By bank card (Visa, Mastercard, Maestro) with 3D Secure protection, and with Apple Pay, Google Pay and Shop Pay. We do not store your card details — the payment is handled by the payment provider.

Do the prices include VAT?

Yes. All prices are in euro and include VAT. The price you see is the final one — there is no delivery charge, because delivery is electronic, and there are no hidden costs.

Do you issue an invoice?

Yes, with every order. If you need an invoice made out to a company, fill in the details at checkout or write to us afterwards with your order number.

I did not receive the e-mail with the key. What should I do?

First check your Spam and Promotions folders — automated e-mails often end up there. Also check that the address on the order is spelled correctly. If it is still missing, write to us with your order number and we will resend the key straight away.

Can I order several licences for a company?

Yes. For more than one licence write to us at info@litsenzi.bg — we prepare a quotation, issue an invoice and supply the documents you need in a software audit.

Legality, guarantee and returns

Is buying a licence from Litsenzi.bg legal?

Yes. EU law permits the resale of software licences under certain conditions — Directive 2009/24/EC and the judgment of the Court of Justice of the EU in case C-128/11 (UsedSoft v Oracle). A detailed explanation of those conditions is on our page about buying pre-owned licences.

Why are your prices lower than Microsoft's official ones?

For three reasons: we buy in volume and get a much better price than retail; delivery is electronic, with no packaging, warehouse or courier; and we work online, without physical shops or large advertising budgets.

What guarantee do I have?

A 2-year statutory guarantee of conformity under Bulgarian law. On top of that, if the key does not activate you get a free replacement, and if that does not help either we refund the full amount.

Can I cancel my order?

Until the key has been sent to you — yes, at no cost. Once the key has been delivered the right of withdrawal no longer applies, because this is digital content (Art. 57(1)(13) of the Bulgarian Consumer Protection Act). This does not affect the guarantee of conformity. The details are in our refund policy.

Are you a Microsoft partner?

No. Litsenzi.bg is not a partner of Microsoft Corporation and is not affiliated with that company. We are an independent retailer. Microsoft, Windows and Office are trademarks of Microsoft Corporation and we use those names only to identify the products.

How to choose the right product

Windows 11 Home or Windows 11 Pro?

Home covers home use. Pro adds BitLocker (disk encryption), Remote Desktop with incoming connections, Hyper-V and domain join. If you use the computer for work or need remote access — choose Pro.

Windows 10 or Windows 11?

Windows 11 requires TPM 2.0, Secure Boot and a reasonably recent processor. Check with Microsoft's PC Health Check app. If your computer does not qualify, Windows 10 is the right choice. Note that free support for Windows 10 ended in October 2025.

Office Professional Plus or Home and Business?

Professional Plus includes Word, Excel, PowerPoint, Outlook, OneNote, Publisher and Access. Home and Business (the Mac editions) includes Word, Excel, PowerPoint and Outlook.

Office 2021, 2019 or 2016?

Office 2021 adds XLOOKUP and dynamic arrays in Excel, dark mode and the Morph transition in PowerPoint. If Excel is your main tool, it is worth it. For everyday document work, 2019 and 2016 do the same job at a lower price.

I have a Mac. Which Office do I need?

The Windows editions do not run on macOS. Have a look at the Office licences for Mac — Office 2021 is optimised for Apple Silicon, and Office 2016 still runs on older versions of macOS.

How many computers does one licence cover?

One. Each licence is for a single device. A second computer needs its own key.

Installation and activation

Where should I download Windows or Office from?

Only from Microsoft's official site. The e-mail with your key also contains a direct link, so you do not have to search for it.

How do I enter the key for Windows?

Open Settings → System → Activation (on Windows 10: Settings → Update & Security → Activation), choose Change product key and enter the 25-character code. Illustrated steps are in our guides for Windows 11 and Windows 10.

How do I enter the key for Office?

First uninstall any previous versions of Office to avoid conflicts. Then install the suite and enter the key the first time you open Word or Excel.

Do I need a Microsoft account?

For Windows Pro you can finish setup with a local account. For the Mac editions of Office the licence is recorded in your Microsoft account — we recommend doing this within 5 days of your purchase, after which you can install at any time.

How do I check whether Windows is activated?

Open Settings → System → Activation. It should say that Windows is activated. Another way is from the command line: slmgr /xpr.

Will I lose my files when upgrading?

When you upgrade over an existing system your files and programs are kept. Even so, make a backup before any major operation.

Problems and solutions

The key will not activate. What should I do?

Write to us at info@litsenzi.bg with your order number and a screenshot of the error message. We try to solve it remotely — it is often a mistyped character or a mismatch between the edition of the key and the version installed. If it cannot be solved you get a free replacement, and if that does not help either we refund the amount.

I changed the motherboard and Windows deactivated.

This is normal Windows behaviour — activation is tied to the hardware. Go to Settings → Activation → Troubleshoot and follow the wizard. If it does not work, write to us and we will help.

Can I reinstall the system with the same key?

Yes, on the same computer — as many times as you need.

Will I receive updates?

Yes. Security updates come directly from Microsoft, exactly as with any other licence.

Can I change edition later, for example from Home to Pro?

Yes — the upgrade is done with a new Pro key, without a full reinstall.