Cannot download Microsoft Office Home

On June 7, I ordered a download of Microsoft Office Home.  I received a license key. Unfortunately,  I am not able to download Microsoft Office Home because I am locked out of my Microsoft account.  

Over the last couple of days, my son who is a computer and software engineer, has come to my house to try to resolve the problem.  I am still locked out of my account.  

I called my credit card company to put a hold on payment until the matter is resolved, and they suggested I contact you.  I don't want to cancel my order because I need the software.

Suggestions?

Thank you.

BK