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  • Question

  •  

    Hello there and thanks in advance for your help.

     

    I got a customer here who in first time bough Windows Live OneCare in store here last year and activate it with him Product key and create an account.

     

    This year, he bough an 1 year extention with Windows Live OneCare and tried to install Live OneCare on him computer.

     

    The problem is that he doesn't remember the e-mail and the password that he used to activate Live OneCare in the first time. Now, he paid 60$ for a new year, but he can't use it.

     

    Is there any way that we create a new account for him or to reset his product key ??

     

    Thanks !

     

    Dave Jeffrey

    Electronic Consultant

    Resident Technician Staples Buisness Depot

    Monday, March 10, 2008 12:42 PM

Answers

  • Hi, Dave.

    I assume that this is a reinstall or an install to a 2nd computer.

     

    If the customer doesn't recall the LiveID used for the subscription, he will need to contact support who can provide that information using the retail 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 are set up as LiveIDs and one will show the subscription listed - that would the LiveID to use to activate the reinstall.

     

    -steve

     

    Monday, March 10, 2008 1:25 PM
    Moderator

All replies

  • Hi, Dave.

    I assume that this is a reinstall or an install to a 2nd computer.

     

    If the customer doesn't recall the LiveID used for the subscription, he will need to contact support who can provide that information using the retail 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 are set up as LiveIDs and one will show the subscription listed - that would the LiveID to use to activate the reinstall.

     

    -steve

     

    Monday, March 10, 2008 1:25 PM
    Moderator
  •  

    Hello,

     

    Thanks for the quick response,


    Saldy, it's actually not working. The promblem is that this version of Live OneCare is not activated because my customer didn't recall the mail adress and the password he used to activate it the first time.

     

    When I'm going through the help section, I must choose Billing or Technical support and both not working.. I explain myself.. Arrived there, I got 2 choice " Validated connecting to my Live ID account or validate by entering the Identification number.

     

    I can't loggin the Live ID account because my customer does not recall him account and I can't validate it because it's not activated and since it's not activated I can't have this number................

     

    It has been only installed on this computer, were installing it again because we just reinstall Windows Vista on it.

     

    Thanks a bunch !


    Dave Jeffrey

    Electronic Consultant

    Resident Technician Staples Buisness Depot

    Monday, March 10, 2008 2:49 PM
  • In the FAQ is a description of the steps to take to reach support via email as a Trial user, which is what your client will need to do since the subscription cannot be validated due to the unknown LiveID. In the email form, explain the details and provide the original product key, if known, and support can identify the LiveID for him.

    -steve

     

    Tuesday, March 11, 2008 1:15 AM
    Moderator