Purchased OneCare Today and... RRS feed

  • Question


    This morning I purchased OneCare online using my visa.  After activation, it would not hold the settings, so I uninstalled it and started over with a fresh install.  Now, I can NOT remember the login I was using.  I am now being told I have 15 days left, when in fact, my subscription expires on December 31, 2008.  If I could find a phone number for support, I could give my Visa's last 4 digits so you could reactivate it under this account OR tell me my Windows Live OneCare login information to reactivate it myself.  I am finding it impossible to find human help though.  How the heck do you get REAL help with these issues?  I am on Disability and can't afford to throw money away, which it feels like I did this morning.  Can anyone PLEASE help?


    Thank you.

    Wednesday, January 2, 2008 3:26 AM


All replies

  • Hello, LauranK. I'm sorry that you've run into issues with OneCare. Support can let you know what the LiveID is based on your contact and credit information, but you'll need to use the email support path since you can't validate your subscription at this point.

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



    Wednesday, January 2, 2008 5:28 PM

    Steve, I've tried that path and even tried the "Beta" box, I get nowhere except "Was this page helpful?"  I'm running out of time and am beyond frustrated that I can not reach the people I need to.  Why does Microsoft make it impossible for Windows and other (paid) Microsoft product users to contact them and get help? 



    Friday, January 4, 2008 2:51 AM
  • I've complained about the difficulty in reaching support, particularly for issues such as this, where you don't know the correct LiveID for a paid subscription. I know that they are looking at ways to make this easier, but it can't happen soon enough, in my opinion.


    If the steps below (taken from the FAQ post) don't allow you to open a support case, please send me an email at sboots@mvps.org and include "OneCare" in the message subject line and paste a link to this thread in the message body.


    • To open an email support case without validation:
    • Open OneCare
    • Click on Help
    • Click "Windows Live OneCare Help"
    • In the window that opens, click "Show me more topics"
    • In the browser window that opens, click "Get More Help" in the lower right hand corner
    • Click "Get Support"
    • Select "Billing Support" or "Technical Support"
    • Select "No. This is a new issue"
    • Select "on a different computer"
    • Click Continue
    • Select "I have a trial/beta version of OneCare"
    • Click Continue
    • Sign in with your LiveID
    • Fill in the form with as much detail as possible and click continue
    • Make a note of the Case ID
    • You will typically receive a response within 24 hours, but it may be longer on weekend and holidays or periods of high volume.
    • Be sure to check your Junk Mail folders for the support response when checking your email and insure that you are not automatically deleting mail from unknown senders.


    Friday, January 4, 2008 5:13 PM
  • Thanks for your help Steve, much appreciated.




    Friday, January 4, 2008 6:12 PM

    Woo hoo, we did it!  Thanks Steve!  Your help was MUCH appreciated.



    Saturday, January 5, 2008 12:12 AM