Won't recognize existing account. RRS feed

  • Question


    I bought Live OneCare in Feb. of 2007. Last Feb. I renewed my subscription for another year extending it till Feb. of 2009. Unfortunatly I had to pawn my comp. for a while and restored it its original factory condition in case I wasn't able to get it back.


    Now I have installed OneCare on my comp. again but when I go to activate it I am only getting a option to buy a subscription or a free trial.


    I had my fiance try to resolve this problem while I was at work and someone told her that the subscription had expired, but I know this cant be true because I know that I payed for a years renewal last feb.


    She went ahead and started a free trial for now, but I need to get this matter resolved.

    Thursday, December 4, 2008 6:35 PM


All replies


    If you have an active subscription, which is what was created when you activated on the first computer, you need to use the same LiveID on the subsequent activations. If you are arriving at a screen to purchase or provide a token, you are likely not using the same LiveID as the subscription ID.


    If you don't recall the LiveID you used for your subscription, you will need to contact support who can provide that information to you using your Key and/or contact information.

    How to reach support (FAQ) - http://forums.microsoft.com/WindowsOneCare/ShowPost.aspx?PostID=2421771&SiteID=2

    Alternatively, sign in at http://billing.microsoft.com with email addresses that you have set up as LiveIDs and one will show your subscription listed - that would the LiveID to use to activate with.


    If the activation dialog already contains a LiveID from a prior attempt or one used in trial mode, but this is not the one you need to activate with to associate it with your subscription, see this post for how to reset this - http://forums.microsoft.com/WindowsOneCare/ShowPost.aspx?PostID=2776450&SiteID=2

    For more information see Instant Help - http://help.live.com/help.aspx?project=onecarev2&mkt=en-us&querytype=topic&query=OneCare_PROC_FindLiveIDHelp.htm



    Thursday, December 4, 2008 6:38 PM
  • I checked my subscription at the link you provided it says that my account was canceled only four months after I renewed it. I tryed following the other links provided to find out why but since my account is not active I cannot. What should I do? Thank you for your assistance with this matter.


    Friday, December 5, 2008 10:51 PM
  • Sorry for the delayed reply. I was away from the forums this weekend.

    If you are unable to verify your subscription and can't reach support - 

    Unofficial path - send me an email at sboots@mvps.org with a subject line including "OneCare" (to get past my spam filtering) and in the message body, tell me what country you are in, your forum nickname, and paste this link:


    I am not online 24x7, so you may be waiting for a reply, but I'll do my best to hook you up with support.



    Monday, December 8, 2008 2:56 PM