Answered by:
How do I contact OneCare

Question
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I subscribed to OneCare last year and I now need to add another PC. Unfortunately I cannot what the hotmail address, or password that I set up at the time. I know I should have used my current Live ID but I did not. I cannot find any way of contacting OneCare to ask for the accout details against my home address and credit card, the same applies to Hotmail.
Can someone please give me a contact email addres for someone at OneCare who could help?
many thanksMonday, February 18, 2008 7:57 AM
Answers
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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. You can't use the same key twice. 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.
On the first PC, open OneCare and click Help and then About to see your Subscription ID. That is the LiveID to sign in with.
If you entered a different LiveID to attempt to activate and now need to change this in OneCare to proceed - http://forums.microsoft.com/WindowsOneCare/ShowPost.aspx?PostID=2776450&SiteID=2
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 the reinstall.
-steve
Monday, February 18, 2008 2:22 PMModerator
All replies
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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. You can't use the same key twice. 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.
On the first PC, open OneCare and click Help and then About to see your Subscription ID. That is the LiveID to sign in with.
If you entered a different LiveID to attempt to activate and now need to change this in OneCare to proceed - http://forums.microsoft.com/WindowsOneCare/ShowPost.aspx?PostID=2776450&SiteID=2
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 the reinstall.
-steve
Monday, February 18, 2008 2:22 PMModerator -
Done and dusted, many thanks.Monday, February 18, 2008 2:55 PM
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Excellent!
-steve
Monday, February 18, 2008 4:11 PMModerator -
Hello,
I am trying to contact microsoft about msn and i am having troubles a while ago my old e-mail address got hijacked and are causing threataning problems with my old msn e-mail address and im asking you if you could please help me with this or even tell there ISP (internet service provider) and take there internet away or just even delete the account please
Many regards
David Russell
Friday, April 11, 2008 10:43 PM -
DavidRussell1234 wrote: Hello,
I am trying to contact microsoft about msn and i am having troubles a while ago my old e-mail address got hijacked and are causing threataning problems with my old msn e-mail address and im asking you if you could please help me with this or even tell there ISP (internet service provider) and take there internet away or just even delete the account please
Many regards
David Russell
Windows Live Hotmail support is via here: https://support.live.com/default.aspx?productkey=wlmail
If you have a paid MSN/Hotmail account, you can sign in at http://support.msn.com for other support options.
-steve
Saturday, April 12, 2008 1:12 AMModerator -
Thanks very much it is much appreciated just awaiting a reply
Many regards
David Russell
Sunday, April 13, 2008 4:06 PM -
Because LIVE ONECARE are so hard to contact, no phone number, etc, I am using Norton 360. I'll pay the extra money just not to be aggravated by this company, email and wait for resopnse, etc.. How ridiculous.
I hope they realize they are losing customers everyday. They don't want to provide a phone number? I'll buy my anti-virus from someone else.
I have looked and looked for a phone number for them, and every time am brought back to their 'contact page' which gives me room like this, to spend HOURS reading about my issue, or email them, and put in a name, password, who the ____ needs it?
LiveCare? YOU just lost my business.Thursday, July 2, 2009 7:39 PM -
The phone number for support is available by following the support process. Phone support is costly, so the theory, although you and I may not agree with it, is to drive people to the online Help system and try to prevent some calls. If the answer can be found in Help, that saves money and helps the customer much faster than dealing with a support case. Furthermore, phone support is only available for paid subscribers, not free trial users. I suppose that Microsoft could have chosen not to have a free trial available, so anyone installing or using OneCare would be a paying customer. It isn't a perfect process, but it generally works.
One last thing - it is entirely possible that Microsoft also understands the pain of support, hence the death of OneCare. It is no longer sold at retail and will no longer be for sale at all later this year.
steve
Microsoft MVP Windows Live / Windows Live OneCare, Live Mesh, & MS Security Essentials Forums ModeratorFriday, July 3, 2009 12:16 AMModerator