To our surprise the support said there are no activation history for that product key and said to wait some hours and probably a server issue. now even waiting for a day still it says the product key is already in used.

Office License Control via "Activation". Installing Office has 2 major steps. The first one copies the program files to your computer and does all of the configuration setup required to run the programs. The second step is to prove to MS you are a legitimate owner of the program.

PS: If you purchase Office Home and Business 2019 directly from Microsoft Store you will not be provided with a Product Key (Redemption Key) Microsoft will setup the Office Account for you and you will be able to use the Microsoft Account use to purchase Office from Microsoft to sign in and Install Office from there at: A product key won't be of any use once an Office account has been set up, so if you are sure that you are looking at the correct account, and it doesn't allow you to install Office, then you will have to discuss this with Microsoft. This is a user-to-user forum where nobody has access to your purchase records.
Microsoft 365 or Office for home. If you have a home product and it came with a product key*, before installing for the first time (or sharing it if you have Microsoft 365 Family), you need to redeem your product key first. Go to office.com/setup and sign in with an existing or new Microsoft account and then enter your product key to redeem it
From the top of the page, select Services and subscriptions and on that page find the Microsoft 365 product you want to install and select Install. Now Install Microsoft 365 2019 or 2016 on a PC, 1. For more information about using these product IDs with the Office Deployment Tool, see Configuration options for the Office Deployment Tool (Product element section). Note If you use the wrong product ID, you can't activate Office. pRsn.
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    • install office home and business 2019 with product key