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LiveCare renew process not working, and vague RRS feed

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    - LiveCare tells me my subscription ends in two days

    - I click on the Renew button

    - I sign in to Microsoft billing and account management

    - I click on Windows Live OneCare

    - FIRST PROBLEM: It says the end date of my subscription is 8/2008 - not two days away

    - I decide to renew anyway; I click on Renew Service.

    - I click on Next and go to the billing and account mgmt. page: https://signup.msn.com/pages/AccountInfo.aspx

    - SECOND PROBLEM: I enter everything - as usual. It says I did not enter my credit card number or credit card verification number. But I did. Like most people, I've done this a thousand times. I enter it again and click Next. Same problem. Over and over. My credit card number hasn't changed. My keyboard is working fine. I checked what I entered. No mistakes.

     

    I'm trapped. Please advise.

     

    Gary

     

    Wednesday, December 5, 2007 10:15 PM

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    Hello, Gary. I guess my first issue is that OneCare says you need to renew, yet on the Billing site you are not set to expire until 8/08. Are you using the beta version of OneCare 2.0? Is that a beta subscription or did you purchase OneCare 1.6  and activate it in August of this year? If it is the latter, please verify the date and time on your PC.

    Also, can you confirm the version of OneCare you are running by going to Help/About in OneCare? Is the Subscription Id the same one you checked online at the Billing site?

    -steve

     

    Thursday, December 6, 2007 1:47 AM
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    OneCare Version: 2.0.2500.12

     

    I bought it when I bought my PC in 8/07.

     

    Now it says my subscription has expired. PC time and date are fine. Tried the same procedure to renew; same problem; it repeatedly says my credit card number and verification number are required. I entered info just fine, as I have on a million other sites. It seems like a problem that would be unrelated to subscription end date, even though that in itself is a problem.

     

    Is the subscription ID - which I dont' recognize as anything I ever entered - supposed to be the same as my email address when I sign in to the billing and account management? Because it's not. (FYI, the email field was already filled in as garyloewenthal@hotmail.com - a valid account but I never use it for email) Where would I see Subscription ID on the billing site? I don't see it.

     

    FYI, when I click on view details on this page -- https://signup.msn.com/pages/ChoosePlan.aspx -- it says I signed up for a one-year subscription.

     

    Saturday, December 8, 2007 10:15 PM
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    The LiveID for your account and the email address in the profile do not have to be the same.

    In your case, it appears that you are affected by the bug on the server for your account information. Either sit tight for it to be fixed, reinstall and re-activate OneCare or contact support - 

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

    -steve

    Monday, December 10, 2007 3:37 PM
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    Stephen - Please HELP - All I want to do is simply RENEW MY SUBSCRIPTION!  I've received the email, I click on Renew Today; it brings me to Billing and Account Management (I logon through a Passport account).  I click on the "Windows Live OneCare" link under 'Your Services" and it brings me to info on my account.  So far so good.  There's the Renew this service link!  So I click on that and it brings me to some MSN page that says "Unable to complete request". ?????.  If I otherwise try Live OneCare "Help" it ends up being a convoluted maze of links etc with no human in sight (you are real though?). 

     

    Also - I need to update my credit card expiration date and the Help directs me to "Your payment methods" on the Billing and Account Management site but there is no such category, link, etc there.

     

    PLEASE - I am a day away from cancelling this subscription and ripping the whole thing out of my computer.

     

    Thanks!  George Plumfield

    Tuesday, January 8, 2008 3:07 AM
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    Can you log in directly to http://billing.microsoft.com and then select the renew button for OneCare? If it also errors, I think it would be a server problem for your account profile data. I would recommend calling to see what customer service can do for you on the account side, George. I read another similar post yesterday, but haven't heard back if an account problem was identified or not.

    -steve

    Tuesday, January 8, 2008 7:42 PM
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    Stephen - Thanks for your prompt reply (you sure are busy).  Going through billing.microsoft.com and through OneCare's 2.0 renew brings me to the same (oh I so want to use profanity) MSN Internet Access page saying "Unable to complete request" and from it there is no where to go.  The support FAQ doesn't help. 

    WHY has MS made it so impossible to SPEAK to someone, anyone, in any country on Earth??????  (another urge for profanity).

     

    You say "recommend calling to see what customer service can do". YES - HOW DO I CALL CUSTOMER SERVICE????

     

    The irony is I WANT to USE the Product!  I WANT TO RENEW!!! 

     

    Thanks again

     

    George

     

    Friday, January 11, 2008 4:08 AM
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    George, please email me at sboots@mvps.org

    Include "OneCare Renewal problem" in the subject and the address/URL of this thread in the message body. Be sure to let me know what country you are located in, too.

    -steve

     

    Friday, January 11, 2008 12:36 PM
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     gplumfield wrote:

    Stephen - Thanks for your prompt reply (you sure are busy).  Going through billing.microsoft.com and through OneCare's 2.0 renew brings me to the same (oh I so want to use profanity) MSN Internet Access page saying "Unable to complete request" and from it there is no where to go.  The support FAQ doesn't help. 

    WHY has MS made it so impossible to SPEAK to someone, anyone, in any country on Earth??????  (another urge for profanity).

     

    You say "recommend calling to see what customer service can do". YES - HOW DO I CALL CUSTOMER SERVICE????

     

    The irony is I WANT to USE the Product!  I WANT TO RENEW!!! 

     

    Thanks again

     

    George

     

    Hey me too.  Not due to renew til September but one care says it is expired now.  Is it scanning or not with this error?

     

    Friday, May 2, 2008 6:43 PM
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    reickdesonia,

    If OneCare says it is expired, it is still protecting the PC, but you won't be able to perform some functions in the program.

    If your subscription to OneCare shows expired in OneCare

    • Check your PC date and time.
    • Check your subscription status by logging in with your subscription LiveID at http://billing.microsoft.com
    • Confirm that this is the same LiveID shown to be the Subscription ID in OneCare - Help/About…
    • Open OneCare and click "Check for Updates" to have OneCare check for updated credentials

    If your subscription is correctly shown at the Billing site, but incorrect in OneCare and your PC date and time are correct, please contact support.

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

     

    -steve

     

    Friday, May 2, 2008 7:05 PM
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