Frequently Asked Questions
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This solution article will answer some of the frequently asked questions about Windows Live Hotmail Online Solutions Center.
Q: What is the Windows Live Hotmail Online Solutions Center?
A: Windows Live Hotmail Online Solutions Center (WLHSC) is the evolution of consumer support for Windows Live Hotmail. WLHSC is the first step in showing the benefit an engaged and trusting community can bring to supporting people; not products. Research shows us that our customers want a faster and easier way to find timely & accurate support solutions for Windows Live Hotmail. This is why we built Windows Live Hotmail Online Solutions Center; a solutions portal with direct access to support resources and our agents helping users find answers; fast.
Q: What happened to Windows Live Hotmail’s email support? Can I still get it?
A: English language email support for technical support of Windows Live Hotmail is no longer available. The WLHSC steps up the support experience for users -- for not only can Windows Live Hotmail support agents be found on the Solutions Center 24/7 (eagerly awaiting your questions), but users can get real-time updates on service availability/outages, topic-driven info & education, always up-to-date FAQs on top issues, and content that is easily found. Combining all that with other expert Hotmail users answering questions, getting answers has never been faster!
Billing support for our Windows Live Hotmail Plus users has not changed. Users of other Windows Live products & services will continue to be offered email support at this time.
Q: Why did Microsoft change Windows Live Hotmail’s support offering?
Microsoft understands that users don’t want to email a support agent unless they absolutely have to. Users want the ability to solve their own problem – and solve it quickly. Windows Live Hotmail Online Solutions Center brings together the expertise of skilled moderators, Windows Live Hotmail employees, and knowledgeable Hotmail customers. Customers will be closer to the latest information than ever before.
WLHSC deepens customer relationship by offering timely and relevant solutions along with educational resources; reinforcing the Microsoft brand values and fostering loyalty and earning customer trust.
Q: How does this make getting support easier/better?
Customers now have access to all the latest support content and the Windows Live Hotmail community, which includes moderators, at all times. Prior to WLHSC, a customer could wait up to 24 hours before getting an answer via email. Now that same customer using Windows Live Hotmail Online Solutions Center can get answers faster than ever before; whether it’s an error message that links right to a WLHSC solution, or a solution to top issues, or a community providing expert answers to other similar questions, WLHSC is a whole new way of bringing experts and answers together.
Q: I just sent my question to the community and nobody responded… how come?
Responses vary and can be quicker or slower for many reasons. Sometimes other users won’t respond because they feel it was answered elsewhere. Other times, perhaps there aren’t other users viewing the forum when you posted.
We want to make sure that users get responses. Our moderators, designated by having Windows Live or MSFT in their username, will ensure that most questions have been responded to within 24 hours of the post.
Q: Why do I see Microsoft answering some questions, but not all?
A: Windows Live Hotmail Online Solutions Center does utilize rating system to manage questions. If someone marked a response as “solved the problem”, our moderators can see that an answer has been given and move on to one that hasn’t. Often other Windows Live Hotmail users solve another users’ problem!
Q: Am I at risk if I use the forum?
We have used the latest in industry knowledge and standards to provide a safe environment in the Windows Live Hotmail Online Solutions Center. Our representatives are clearly denoted by having “Windows Live” or "MSFT" (no variations) within their username.
Although we tried our hardest, we must all protect ourselves in today’s virtual world. Here are some key things to remember in the forums:
- Microsoft representatives will have “Windows Live” or "MSFT" in their username. No other variation of this will be used.
- Microsoft representative will NEVER ask you to provide your password in the forum.
- We don't recover your forgotten passwords or account recovery through the forums. Our representatives do not need to gather any personal information about you beyond your Windows Live ID. In the event that you are trying to recover your contacts, the agent will ask you to provide examples of your contact list. This will happen through private messaging.
- If you suspect that someone is impersonating an Microsoft representative report the user and DO NOT provide any of your information.
- Be suspicious of official-sounding users asking for personal information. When in doubt, don’t respond.
- NEVER give out your personal information in the forums. Even something as simple as your name and address can lead to identity theft. WLHSC is indexed by all the search engines, what you post here can be found by everyone on Earth with access to the Internet.
Q: Why is it only English? Will it be available for other languages and if so, when?
The English customer base represents a very large percentage of Windows Live Hotmail’s support volume. We felt that starting the rollout of Windows Live Hotmail Online Soltuions Center to our English language customers would have the most benefit. We do plan to continue the rollout to our other supported languages in the future.
Q: I don’t want to use the Solution Center? How do I contact someone at Microsoft directly?
We don’t offer any direct phone or email support for Windows Live Hotmail. Our moderators and ambassadors are always available so posting through the WLHSC is your best way to contact us directly.
