subscription renewal RRS feed

  • Question

  • I am a computer illiterate.  My OneCare subscription has expired.  An automatic message appeared asking if I wanted to renew.  I replied yes.  Now, it expects me to remember a password that I may or may not have set one year ago when I bought this computer from Circuit City.  The Circuit City crew set the computer up and installed whatever I have on the computer.  It gave the window live id 'ferren1234@live.com' , but I have no idea what the password is that was associated with this id.  Then, I click on forgot password, and eventually I have to supply the id, and answer a secret question which I thought I knew the answer to the name of my first pet, but obviously I don't.  I tried to input the answer twice with different spellings and then I was frozen out.
    Next, I tried to get a new id and password.  I received the email and I attempted to copy the link and when I clicked on the link, I got a message 'that the sight was not available', or something along those lines.
    I would think that selling a subscription renewal should be a much simpler process.  I realize that I am not computer savvy, however, I usually can follow instructions but this time, I am totally baffled.  Can you please help.
    Monday, April 13, 2009 1:24 PM


  • When Circuit City gave you the PC with the installed and activated OneCare, they should have given you a form with the subscription LiveID and the password.
    Assuming that you don't have that paper, you have two choices to renew - contact support to get the password reset and then proceed to purchase a renewal at full retail price....
    Or, purchase a new retail copy of OneCare in a store or from an online vendor such as Amazon.com and use the Key to start a *new* subscription with a LiveID of your choosing. (this option is cheaper. Your PC will remain protected for about 30 days after OneCare expires, getting updates, but you won't be able to configure it or run manual processes, plus it will nag you)

    If you choose the second option, uninstall OneCare (How to Uninstall Windows Live OneCare )and reinstall from http://onecare.live.com (the trial download) and activate by opening OneCare, clicking Subscribe, and signing in with *your* LiveID (http://account.live.com to create one) and then selecting the option to activate with a retail key or PIN.

    And, yes, the process is more convoluted than it should be.

    How to reach support (FAQ) - http://social.microsoft.com/Forums/en-US/onecareinstallandactivate/thread/30400b52-7f26-4ba0-bc18-17e305329d90


    Microsoft MVP Windows Live / Windows Live OneCare & Live Mesh Forum Moderator
    Monday, April 13, 2009 2:02 PM