FAQ: Reaching Support
Thank you for viewing the FAQ post for how to reach Windows Live OneCare Support.
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The *best* way to initiate a support case is to follow the path from within the OneCare interface, assuming it is running. Below are the specific steps to reach support in 3 different scenarios.
A) If OneCare is installed and running (Activated or Trial mode):
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Inside OneCare, click Get help with Windows Live OneCare under Quick Links.
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This will open a window for Questions and Answers about OneCare.
(Online Help exists to provide help with common problems. You should use this tool to see if the problem you are having is documented with a solution, saving you the trouble of opening a support case by email, chat or phone, depending on your subscription status and waiting for a response from support personnel.)
- Then click Show me more topics (In Version 2.5) and you will be sent to “Welcome to Windows Live OneCare Help” in your web browser (for USA support).
This is located at the following link:
- Click Contact Support in the middle of the page
- Then click Contact Support in the lower right corner
- Click Get Support
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Select Billing Support or Technical Support
- Then follow the directions listed in the OneCare support wizard.
B) If OneCare does not start, or if OneCare is not installed:
- Open your web browser and go to the following web page:
** Note that clicking on a link of services in the list sometimes sends you in a loop back to the main help page or directs you to msn.com. If it does, don't despair, try again. **
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Click Help for Windows Live products and services
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Then click Windows Live OneCare on the list
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Click Contact Support in the middle of the page
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Then click Contact Support in the lower right corner
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Click Get Support
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Select Billing Support or Technical Support
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Then select No. This is a new issue
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Select on a different computer
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Then click Continue
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Select I have a trial/beta version of OneCare
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Click Continue
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Sign in with your LiveID & Password
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Fill in the form with as much detail as possible (if you are actually a subscriber, provide your subscription LiveID and request the support phone number, if desired)
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Then click Continue
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Make a note of the Case ID. You will typically receive a response within 24 hours, but it may be longer on weekend and holidays or periods of high volume. Be sure to check your Junk Mail folders for the support response when checking your email and insure that you are not automatically deleting mail from unknown senders.
C) To open an Email Support Case without validation:
** Note that if the flow cannot validate your subscription status - legitimately or otherwise, then select the option that you are a "trial or beta" user and proceed to the email support form. Provide as much information as possible, including the fact that you are a paid subscriber and wish to proceed with support via phone or chat. **
- Open OneCare
- Click Help
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Click Windows Live OneCare Help
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Then click Show me more topics
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Click Contact Support in the middle of the page
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Then click Contact Support in the lower right corner
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Click Get Support
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Select Billing Support or Technical Support
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Then select No. This is a new issue
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Select on a different computer
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Click Continue
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Select I have a trial/beta version of OneCare
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Click Continue
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Sign in with your LiveID
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Fill in the form with as much detail as possible.
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Then click Continue
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Make a note of the Case ID. You will typically receive a response within 24 hours, but it may be longer on weekend and holidays or periods of high volume. Be sure to check your Junk Mail folders for the support response when checking your email and insure that you are not automatically deleting mail from unknown senders.
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I hope that this information is helpful for you. We will update this if the path for support changes.
-steve
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