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E-mail address changed and cannot log into check OneCare RRS feed

  • Question

  • I have a customer that is trying to renew their Windows One Care. The problem is that in the past 12 months their e-mail address has changed from @insightbb.com to @comcast.net. The ID the originally set up their passport account is @insightbb.com, which does not work. There original log-in does not want to work and to reset the password it will send the info to a bad e-mail address. There are no numbers to call for help!!  Help!!
    Monday, May 4, 2009 3:47 PM

Answers

  • Their subscription is associated with the LiveID used to set it up. Changing the email address didn't change the LiveID - and the LiveID does not need to be the current email address.
    however, since your customer has forgotten the password for the old LiveID, which is still the OneCare subscription ID, you have two choices (well, he does):
    1. Contact support for help with getting the LiveID reset - 

    How to reach support (FAQ) - http://social.microsoft.com/Forums/en-US/onecareinstallandactivate/thread/30400b52-7f26-4ba0-bc18-17e305329d90 (Note that this probably means starting with email support)
    2. (And I'd suggest this as being easier) - remove OneCare from the PC shortly before it expires, then reinstall it from http://onecare.live.com (download the trial) and then subscribe with a *new* LiveID - http://account.live.com - and purchase online (full retail price) during activation or use a retail key from a store bought copy ($29 at WalMart according to other posts today).

    -steve


    Microsoft MVP Windows Live / Windows Live OneCare & Live Mesh Forum Moderator
    Monday, May 4, 2009 4:20 PM
    Moderator

All replies

  • Their subscription is associated with the LiveID used to set it up. Changing the email address didn't change the LiveID - and the LiveID does not need to be the current email address.
    however, since your customer has forgotten the password for the old LiveID, which is still the OneCare subscription ID, you have two choices (well, he does):
    1. Contact support for help with getting the LiveID reset - 

    How to reach support (FAQ) - http://social.microsoft.com/Forums/en-US/onecareinstallandactivate/thread/30400b52-7f26-4ba0-bc18-17e305329d90 (Note that this probably means starting with email support)
    2. (And I'd suggest this as being easier) - remove OneCare from the PC shortly before it expires, then reinstall it from http://onecare.live.com (download the trial) and then subscribe with a *new* LiveID - http://account.live.com - and purchase online (full retail price) during activation or use a retail key from a store bought copy ($29 at WalMart according to other posts today).

    -steve


    Microsoft MVP Windows Live / Windows Live OneCare & Live Mesh Forum Moderator
    Monday, May 4, 2009 4:20 PM
    Moderator
  • Thanks
    That gives me a direction to follow. I'll check out these options.

    Thanks again,
    Tuesday, May 5, 2009 1:38 PM