Initially, I had no problem in installing the app and then activating it. I recall also that you have to look in your e-mail inbox for a confirmation message from Microsoft. Don't know if yours is similar but with mine (the H & S version) you have to sign in to the MS account in order to manage it, and there's a setting for that on the Office menu bar at top of screen. I too recently purchased much the same retail version of MS Office for Mac2019 - at enormous expense I might add, reckoning that, once installed, it'd probably serve me well for around three years minimum.
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