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Things to do before granting access to your account to support agents

2009-06-22T15:22:00Z

This solution articles provides information to customers on updating their account information before granting access to login to their account to support agents.

There would be instances where the support agent working on your issue might request permission to login to your account to reproduce the problem.

NOTE: This request will only come from support agents who have the "MSFT" or "Windows Live" in their display names and an avatar under their username. Only support resources and fulltime Microsoft employees will have an avatar associated to their profile.

How this affects you?

If you use a domain that is provided by Microsoft, such as @hotmail and @msn, please be aware of the following information:

While we are trying to fix the problem, you cannot use any services that require your e-mail address to sign in. Before we sign in to your account, make sure that you have your secret question and answer ready so that you can reset your password and access your account again. You should also have an alternative e-mail address available so that we can contact you if we experience any problems when we try to access your account.

To give us your permission to access your Windows Live ID, reply to the request from the support agent and include the following text in your message:

"I grant you my permission to access my Windows Live ID. "

Do not give us your current password.

Note: You can reset your password at any time by clicking Forgot your password? on the Windows Live ID sign-in page.

To verify the secret question and to answer it or to verify your alternative e-mail address that you must have to reset your password, follow these steps:

1. Visit the following Web site: http://account.live.com

2. Sign in by using your Windows Live ID.

If you see "MSN Account Services" in the upper-left corner, follow these steps:

a. Click Credentials.

b. Click Change your question and secret answer.

c. Type your password, select a question, and then fill in the answer.

d. Click Continue, and then click ‘Done'.

e. Click Add or change your alternate e-mail address.

f. Type your password, enter your "alternate" address, and then enter it again.

g. Click Continue, and then click ‘Done'.

If you see "Windows Live Account" in the upper-left corner, follow these steps:

a. Click Account Summary.

b. Click Registered Information.

c. Type your address information to complete the "Home location" section.

d. Click Save.

e. Under Password reset information and next to Question, click the Change link to change your secret question and answer. After you set your secret question and answer, click Save.

f. Next to Alternate E-mail Address, click Change or click Add to set an alternate e-mail address.

3. Make sure that your Postal/Zip code is correct and up to date.

a. Click Change Registered information.

b. Make sure that you have an up to date Postal/Zip code available.

After we diagnose the problem, we will use your alternative e-mail address to notify you of our findings and to send you a password reset message.

Follow the steps that appear in the e-mail that you received to your alternate e-mail address to reset your password.

Thank you.

How to sign up for Windows Live Hotmail Plus

2009-03-18T13:18:00Z

This solution article describes how to sign up for a Windows Live Hotmail Plus subscription.

Windows Live Hotmail Plus overview

Windows Live Hotmail Plus is a yearly subscription service that enhances Windows Live Hotmail e-mail accounts by increasing the storage size limit for e-mail messages.

All Windows Live Hotmail Plus subscriptions include some of the following features:

# Send and receive e-mail, and manage contacts from inside Microsoft Office Outlook

# Import contacts from Microsoft Office Outlook

# Automatic virus scanning and cleaning of e-mail attachments

Note: Virus scanning is not available when you use Outlook or Outlook Express.

# POP Aggregation, which lets you access mail from other e-mail accounts that use Post Office Protocol (POP)

# POP3 access, which lets you access mails from any e-mail client that uses POP3 protocol

# Exemption from the Windows Live Hotmail inactivity policy

# 36 custom filters

# 10 gigabytes (GB) of e-mail storage space

# 20 megabytes (MB) attachment size limit

# No graphical advertisements

You can purchase Windows Live Hotmail Plus at the Windows Live Hotmail Plus sign-up Web site.

To sign up at the Windows Live Hotmail Plus Web site, follow these steps:

1. Visit the following Web site: http://get.live.com/mailplus/features .

2. Click Upgrade now if you have an existing Windows Live Hotmail account or select "Get one now" to create a new one , and then follow the steps.

3. When you complete each required section, you must click I accept to agree to the "Windows Live Service Agreement" and the "Privacy Statement." To read the "Windows Live Service Agreement" or the "Privacy Statement," you should click the link to each document.

4. On the Enter payment information page, type the required information in the Payment information and Billing address sections.

5. Click Continue .

6. Follow the directions to complete the sign-up.

Windows Live Hotmail Plus is not available in all markets. Prices for Windows Live Hotmail Plus subscriptions vary by market.

Existing markets

Australia
Austria
Belgium
Brazil
Denmark
Finland
France
Germany
Hong Kong
Ireland
Italy
Japan
Luxemburg
Mexico
Netherlands
Norway
Portugal
Singapore
Spain
Sweden
Switzerland
Taiwan
United Kingdom (U.K.)
United States (U.S.)

Subscribers who are located in an area that is not listed can sign up for the English or the Spanish Worldwide Subscription offer:

https://signup.msn.com/?mkt=en-ww&prod=wlmailplus&category=MSN_Hotmail_Plus WW-EN

https://signup.msn.com/?mkt=es-ww&prod=wlmailplus&category=MSN_Hotmail_Plus WW-ES

How to get support in non-English language

2009-02-18T12:51:00Z

This article provides you information on how to get support in a non-English langague for Windows Live Products.

Windows Live Solution Center is an English only site for now. If you would like to obtain technical support in the language of your choice, submit a support request.

Follow these steps to submit a support request:

1. Start Internet Explorer.
2. Visit https://support.live.com/default.aspx?page=global_changelanguage
3. Select the language that you want.
4. Select the product for which you require support.
5. Submit a support request.

How to get support for your non-Hotmail Products

2009-02-04T11:21:00Z

This solution article will provide information to users who are looking for support for their non-Hotmail issues/questions.

Please refer to the following list if you are having problems/questions about a non-Hotmail Product:

Windows Live ID (sign in/password/hack issues): https://support.live.com/default.aspx?productkey=wlid

Windows Live Messenger: https://support.live.com/default.aspx?productkey=wlmessenger

Bing (Live Search): https://support.live.com/default.aspx?productkey=wlsearch

Windows Live Mail: https://support.live.com/default.aspx?productkey=wlmaildesktop

Office Live Small Business: https://support.officelive.live.com/default.aspx?productkey=officelivefree&mkt=en-us

Office Live Workspace: http://officeliveworkspacecommunity.com/forums/ (community support) or https://support.officelive.live.com/eform.aspx?productKey=workspace&ct=eformts (email support)

All other Windows Live Products: https://support.live.com/default.aspx?mkt=en-us&wa=wsignin1.0

MSN Premium:

Please note that the numbers listed here are US only. For your region specific contact numbers, login to http://support.msn.com with your Windows Live ID associated to the subscription and choose the product.

Customer Service (Billing)

Phone: (800) 494-2962 {Hours of operation: Monday - Friday 8:00AM - 1:00AM EST / Saturday - Sunday 8:00AM - 8:00PM EST}

Hearing Impaired using a TDD device: (866) 271-7577 {Hours of operation: Monday - Friday 8:00AM - 1:00AM EST / Saturday - Sunday 8:00AM - 8:00PM EST}

Email: https://support.msn.com/eform.aspx?productKey=msnclient&ct=eformcs&supportLinkeformcs=E-mail

Technical Support

Phone: (800) 494-2962 {Hours of operation: Monday - Sunday 24 hours each day}

Hearing Impaired using a TDD device:(800) 877-9580 {Hours of operation: Monday - Friday 0500-2200 PST / Saturday - Sunday 0500-1700 PST}

Email: https://support.msn.com/eform.aspx?productKey=msnclient&ct=eformts&supportLinkeformts=E-mail

MSN Partners:

Qwest: 877-348-9005

Verizon: 800-870-9999

Bell Canada (Sympatico): 1-866-585-1890

All other MSN Products: https://support.msn.com/default.aspx

Microsoft Outlook 2007: http://support.microsoft.com/ph/11335

Outlook Express 6.0: http://support.microsoft.com/ph/2578

Microsoft Vista: http://answers.microsoft.com/en-us/windows/default.aspx

Internet Explorer 6.0: http://support.microsoft.com/ph/2073

Windows Internet Explorer 7: http://support.microsoft.com/ph/8722

Microsoft Office Products: http://support.microsoft.com/select/default.aspx?target=hub&c1=505&

All other Microsoft Products: http://support.microsoft.com/select/?target=hub

How do I get support for Windows Live Calendar?

2009-01-27T21:15:00Z

This solution article will give information to users on how to get support for Windows Live Calendar.

To get answers to your Windows Live Calendar questions, go to http://help.live.com/help.aspx?project=calendar&market=en-us&querytype=keyword&query=qaf. If you dont find answers to the questions that you were looking for, submit a support request here.

To report any calendar abuse issues, fill out the form located at: https://support.live.com/eform.aspx?productKey=wlwebcalendarabuse&ct=eformts.

Here are some of the most frequently asked questions in Calendar Support:

1) Customer cannot share calendar with other customer:

a. Check block senders list and ensure that the person is not in your blocked list and also ensure that the recipient hasn't added you on his block senders list.

Click here for steps.

b. Verify that the other customer has a Windows Live Hotmail account; EASI account will not work.

c. Attempt to send to another Windows Live Hotmail account to see if issue is with sending invites or with the other customer receiving the invite.

d. Make sure that the recipient does not have mail forwarding turned on.

2) Customer does not have a Birthday Calendar

a. Verify that at least one contact has been created with a valid birth date

b. Wait at least 24 hours after the contact has been created

3) Customer is not receiving reminders

a. Verify that alerts are turned on

i. Go to http://alerts.live.com

ii. Click on My alerts

iii. Verify alerts set to ON

Note that you Must have a Windows Live Hotmail account to receives alerts.

b. Verify account has been setup to send Reminders

i. On Calendar Home Page, go to options/more options

ii. Go to set your Reminder Time

iii. Verify ‘NO Reminders' is NOT selected

4) Customer cannot sync calendar using Outlook Connector

a. Verify that you have a Live Mail acct associated with your Live ID

i. Outlook Connector will not work properly without a Live Mail acct.

b. Verify that your Live Mail Account has been added to Outlook

i. Launch Outlook

ii. Go to tools/account settings

iii. Verify your Live ID account is listed

iv. Click on the live id account

v. Re-enter your password to ensure that it was entered correctly

vi. Click OK

5) Customer cannot share events from group calendar even though they are the owner

a. This is by design since the Group owns the calendar

b. To share events from group calendar, copy to personal calendar and share the event from personal calendar

6) Customer wants another Holiday Calendar

a. Go to help menu

b. Select the following topic How do I import holiday and lunar calendars?

c. Search for the calendar that you wish to view

d. Once calendar appears, click on "Subscribe to this Calendar" link at the top of the page

7) Customer wants to invite another customer to an event on their calendar

a. Verify that the calendar is not a group calendar since you cannot share invites in group calendar

b. Create an event

c. Select the add more details link

d. Click on the invite people link

e. Select people from your contact list or enter emails addresses in the text box, separating each address by a ;

8) Customer wants to create a copy of all Default Outlook Calendar events in their Windows Live Calendar:

a. Click View > Current View > All Appointments.

b. Press Ctrl+A to select all entries and Ctrl+C to copy them

c. Go to the Windows Live calendar (copy) that you should see in Outlook

d. Ctrl+V and paste all the entries

e. To restore the original calendar view, click View > Current View > Day/Week/Month

How do I post a question in the forum?

2008-10-31T20:06:00Z

This article will give information to users on how they can post a question in Windows Live Solutions Center.

There are several ways you can submit a question in the forum:

- 'Reply' to an existing post or thread in the Community and post your question.

- Go to a Community Forum under Community and click on “Write A Post” and start a new thread.

- Go to Community, click on “Write A Post”, select a Forum where you would like to post a question.

IMPORTANT: Please note you have to be signed into WLSC to be able to post a question. If you are not signed in and click on “Write A Post”, you will be redirected to the Windows Live ID Sign in page to login.

Enter all the relevant information:

Subject: Provide a subject with a brief description of the problem

Body of the Post: Be as detailed as possible. State your question clearly. If you are posting an error, tell us what you were doing before you got the error.

Tags: Select tags that are relevant to your problem/question. Tags will make your posts searchable and will also provide you with a list of related posts with same tags in the “Related” tab.

Error Code: If there is an error code prefilled in that field, please do not delete. If empty, add any error code that you may have encountered.

In the “Options” tab, you have the option to prevent other users from posting replies to your post and also to add emoticons to your post.

As mentioned above, “Related” tabs will show a list of related posts based on the tags that you have chosen.

Preview Tab will show you a preview of the post that you are about to post.

Navigating through the Windows Live Hotmail Solution Center

2008-10-27T03:04:00Z

This article will provide some tips and definitions for navigating through the Windows Live Hotmail Online Solutions Center.

Solutions

Solutions are pieces of content that are either a definitive solution to a known problem or a blog entry from one of our bloggers. These are meant to be used to help customers immediately solve problems and get latest information on Windows Live Hotmail.

Community

Our Communities are setup for common scenarios within Hotmail as well as for Windows Live Hotmail Solution Center. You can come here to see if there is already a topic on the question you have. You can also post your comments and questions.

Search Hints:

i> Phrase Match: "I forgot my password" (must be exact)

ii> Wildcard Match: sett* (will match setting, settle, settling, etc.)

iii> Restrictive Matching: settings+internet+explorer (brings back articles that contain those three words)

iv> Vary your search terms. A different word or phrase will return different search results. Use fewer descriptive words, or try words that have a different but similar meaning. For example, try alloy instead of metal or steel.

v> Make sure that you spell search words correctly. Remember to leave a space between each word in your query.

Community Etiquette

i> Search before posting.

ii> When posting, state your question clearly. If you are posting an error, tell us what you were doing before you got the error.

iii> Be respectful. Listen as well as speak.

Frequently Asked Questions

2008-10-26T19:37:00Z

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.