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ONECARE DOES NOT RECOGNIZE MY NEW STORE PURCHASE SUBSCRIBTION RRS feed

  • Question

  • EVERY YEAR I PURCHASE A NEW RETAIL STORE VERSION OF ONECARE WHEN MY SUBSCRIBTION RUNS OUT AND HAVE IT INSTALLED ON THREE 32BIT XP PRO SYSTEMS.

     

    THIS YEAR I BUILT THREE NEW 64BIT VISTA SYSTEMS AND PURCHASED THE NEW RETAIL 64BIT VERSION OF ONECARE TO INSTALL ON MY THREE NEW SYSTEMS THAT WILL BE REPLACING MY THREE OLD SYSTEMS. BUT WHEN I TRY TO INSTALL THE NEW VERSION ON MY NEW COMPUTERS IT SAYS MY SUBSCRIPTION HAS RUN OUT AND TRYS TO DOUBLE CHARGE ME BY SAYING I HAVE TO RENEW MY SUBCRIPTION ONLINE WITH MS. I'M STILL IN THE PROCESS OF MIGRATING INFORMATIOIN FROM ONE OF THE OLD COMPUTERS WHICH IS STILL ON MY HOME NETWORK AND I DO NOT WANT TO RENEW THE OLD COMPUTER. BUT I AM ONLY TRYING TO INSTALL THE NEW SUBSCRIPTION ON THE THREE NEW 64BIT VISTA SYSTEMS. eACH OF MY PC'S IS IDENTIFIED ON MY NETWORK AND WHEN I LOADED THE NEW VERSION ONTO ONE OF MY NEW COMPUTERS IT DIDN'T GIVE ME ACCESS TO THE ONE YEAR SUBSCRIPTION I JUST PURCHASED IT SIMPLY WANTED TO SAY MY OLD SUBSCRIPTION ON MY OLD 32BIT SYSTEMS WOULD END IN TWO MONTHS AND SO WOULD THIS NEW SUBUBSCIPTION.

     

    I'M A LOYAL MS CUSTOMER WHO HAS SPENT OVER $1,000 ALONG ON MS SOFTWARE FOR THESE THREE NEW SYSTEMS AND CAN NOT EVEN FIND A TOLLFREE NUMBER TO CALL FOR SUPPORT FOR ONECARE! 

     

    MS SPENDS A FORTUNE ON THESE EXPENSIVE RETAIL PLASTIC CONTAINERS BUT I'VE SPENT OVER THREE HOURS JUST TRYING TO LOCATE A CUSTOMER SUPPORT NUMBER TO RESOLVE THIS ISSUE. DOES ANYONE HAVE A NUMBER OR POSSIBLE SOLUTION?

    Saturday, September 6, 2008 1:00 AM

Answers

  •  

    By activating with the same LiveID, the new install inherited the subscription status of the existing subscription and you were not prompted for payment or a retail PIN/Key.

     

    Go to http://billing.microsoft.com and sign in with your subscription LiveID. (Open OneCare and click help/about to view the subscription LiveID)

    Select the OneCare subscription and click on the renew link.

    Choose the option to renew with a prepaid PIN or token which is the retail product key.

    Enter the 25 character key and proceed.

    It can take up to 24 hours for the subscription status to be updated in OneCare if you are renewing within 30 days of expiration and 5 days if renewal was performed between 90 and 30 days before expiration.

     

    If you encounter any problems, contact support - 

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

     

    Note that support is available via phone for subscribers, but only after validation of the subscription, which can be a sticky issue if you're having subscription or activation/install issues.

     

    And, a suggestion - turn off the CAPS-LOCK key when you are typing. Using all uppercase letters is considered rude as it means that you are SHOUTING your message.

    -steve

    Wednesday, September 10, 2008 4:04 PM
    Moderator

All replies

  • The best way to do this would be to uninstall One Care from the old computers then go to - http://onecare.live.com/standard/en-us/install/addcomputerinstall.htm sign in with the Live ID and password associated with your One Care subscription and install One Care. To renew your subscription using a retail product key go to billing - https://billing.microsoft.com/home.aspx sign in with the Live ID and password associated with your subscription, select your One Care subscription then select "Renew this service". Select "Pre-paid PIN or Token" as the payment method and enter your 25 digit product key.

    Saturday, September 6, 2008 4:32 AM
    Moderator
  •  

    THANK YOU FOR YOUR FAST RESPONSE.  I WILL MAKE TIME LATER THIS WEEK TO TRY YOUR SUGGESTION. MS MUST BE TOO CHEAP TO PROVIDE A TOLL-FREE ONECARE SUPPORT NUMBER WHICH WAS THE REASON I STOP BUYING NORTON/SYMANTEC PRODUCTS. NOW I'M HAVING PROBLEMS WITH THE SP3 UPDATES FOR MY OLD 32BIT XP PRO SYSTEM.

     

    AGAIN THANK YOU SO MUCH...I WILL TRY THIS JUST AS SOON AS TIME PERMITS AND RESPONDED BACK.

    Tuesday, September 9, 2008 1:10 PM
  •  

    By activating with the same LiveID, the new install inherited the subscription status of the existing subscription and you were not prompted for payment or a retail PIN/Key.

     

    Go to http://billing.microsoft.com and sign in with your subscription LiveID. (Open OneCare and click help/about to view the subscription LiveID)

    Select the OneCare subscription and click on the renew link.

    Choose the option to renew with a prepaid PIN or token which is the retail product key.

    Enter the 25 character key and proceed.

    It can take up to 24 hours for the subscription status to be updated in OneCare if you are renewing within 30 days of expiration and 5 days if renewal was performed between 90 and 30 days before expiration.

     

    If you encounter any problems, contact support - 

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

     

    Note that support is available via phone for subscribers, but only after validation of the subscription, which can be a sticky issue if you're having subscription or activation/install issues.

     

    And, a suggestion - turn off the CAPS-LOCK key when you are typing. Using all uppercase letters is considered rude as it means that you are SHOUTING your message.

    -steve

    Wednesday, September 10, 2008 4:04 PM
    Moderator