Live ID Catch-22 RRS feed

  • Question

  • Hello Forum folks.
    I have the CD box on my desk that should give us a paid account to March 2009.
    We had to uninstall/reinstall OneCare but cannot resubscribe and I have read and followed the FAQs to the best of my ability.
    The ID shown under "About Windows Live Care" is "not associated with any accounts" so we cannot access help.
    The product key is "already in use". When we try to reactivate we are told the ID is not associated with any account so we are directed to the page where we have the lovely option of paying AGAIN.
    We have reset the passwords, tried installing on a second machine, and use the "delete machine" tool on both. We have run out of ideas.  The account is ticking away and we have no access to it. The catch is that I need help to find out how to attach the account to our LIVE ID but we have to have a LIVE ID in order to get that help. All the online help assumes you have a functional LiveID.
    Any ideas?
    Thanks in advance
    Tuesday, July 22, 2008 8:51 AM


All replies

  • In Help/About, the LiveID you are seeing is likely the ID you used to try to activate and you now have a trial mode copy with the wrong LiveID.


    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.


    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 with.


    If the activation dialog already contains a LiveID from a prior attempt or one used in trial mode, but this is not the one you need to activate with to associate it with your subscription, see this post for how to reset this - http://forums.microsoft.com/WindowsOneCare/ShowPost.aspx?PostID=2776450&SiteID=2

    For more information see Instant Help - http://help.live.com/help.aspx?project=onecarev2&mkt=en-us&querytype=topic&query=OneCare_PROC_FindLiveIDHelp.htm





    Tuesday, July 22, 2008 12:28 PM
  • Thanks for the help so far.

    When we reach this part of the FAQ:
  • Click Continue
  • Select "I have a trial/beta version of OneCare"
  • Click Continue
    We have no option to select "I have a trial version" - we are redirected to a page that says "your Live ID is not associated with an account". Herein lies the first Catch 22.

    The link http://help.live.com/help.aspx?project=onecarev2   simply redirects us to
    http://help.live.com/help.aspx?mkt=en-us&project=onecarev2 which is a dead end.
    Second Catch 22

    I have tried every email account we can think of that we ever used and billing shows no record of our account.

    If you read the original email you will see I have run the delete machine tool
    http://download.microsoft.com/download/f/7/5/f759f03c-cee7-4e3d-978c-0d56b9a8533b/RemoveMachine.exe twice and that seems to solve nothing.

    I have spent hours and hours and hours on this. A simple phone call to a human for 3 minutes would probably solve everything, but that seems out of the question. At this point I am going to try all the suggestions once more and if those fail I will just buy a CA AV program and give up on the paid One Care account. I will consider it a learning experience.
    Customer service should be much, MUCH, better than this.

    All I need is to give someone our email and have them tell us what to do to activate it. Something is broken on my end, and I clearly don't know how to fix it. I am not a programmer. I have tried everything you have suggested.

Sunday, July 27, 2008 6:08 AM
  • E-mail me at jrap107@msn.com and I will send you support contact information.


    Sunday, July 27, 2008 2:18 PM