It seemed simple enough; an upgrade was offered and I clicked the button. Then it said it wanted my IMAP details because stuff was going on the Cloud. Point 1 is that all the registration details are in Outlook and I obviously could not access that directly. Point 2 is that there was an arrogance in deciding that my information would go on the Cloud: it did not give me a choice. and (3) is that you can't move anywhere with Microsoft without jumping through the hoop of signing in (details in Outlook!) so (4) the only option seemed to be creating another MS account. Did that and went through a verification procedure (bank details of last subscription et al) and it did not accept that - TWICE! So firstly if the update had offered an option for the Cloud I would not have taken it and presumably the update would have completed and my work could continue without interruption and secondly what a total farce anything to do with so called Microsoft 'customer support' is. It's a total cock-up all round. There isn't even Live Chat. It looks as though they just don't want to know and I am a customer who pays a monthly subscription for the honour of using their programmes, let alone that I have used MS Office for at least 30 years. 'Customers' should expect some sort of customer service. Bring the humans back to customer service and these sorts of issues can generally be resolved very quickly. Still without the MS office issue (and access to emails) being resolved. Not sure how this is going to get resolved because Outlook is pivotal to my daily work. What a pain and how useless is Microsoft when you need their help.