Top Known Issues

How do I change my credit card information, and what do I do if I receive an error?

Wed, 30 Jan 2013 04:08:52 GMT

Please follow these steps to update your credit card information:

1. Log in to your Microsoft account at https://commerce.microsoft.com .

2. Click the “payment options” link at the top of the page.

3. Follow the instructions to update your credit card/billing information, or add a new credit card.

If you receive an error message while trying to change your information, you can check the troubleshooting steps found here, or contact Customer Support at https://support.msn.com for assistance.

How do I renew my subscription from within the MSN Explorer software?

Wed, 30 Jan 2013 04:09:06 GMT

A notification message reminding you that your subscription will be expiring soon will appear in the lower right corner of your MSN Explorer window. Click this message to be taken to a page where you can quickly and easily renew your subscription.

If you have already closed this notification without renewing, you can log in to Member Center at http://membercenter.msn.com and click the subscription renewal reminder link under Learn more, on the right side of the page.

If you don’t see any of these reminders, please contact Customer Support at https://support.msn.com for assistance.

I am being asked to add a mobile number or an alternate email address when I log in to https://commerce.microsoft.com. What should I do?

Wed, 03 Oct 2012 22:49:52 GMT

We strongly recommend that you have more than one proof associated with your account, so you may be asked to add an additional security proof as backup in case a current proof becomes outdated or incorrect.

1. Select the additional proof of your choice.

2. Enter the information as requested and click Continue.

Note If you are redirected back to the sign in page, you will need to repeat steps 1 and 2 again.

3. Once your information has been accepted by the system, a security code is sent to your newly added proof.

4. When you receive the new security code, enter the code it in the box and click Submit. Note It is important that you use the new security code, to confirm your access to your newly added proof and to be able to access your billing information.

Will I be asked to validate the account every time I log into https://commerce.microsoft.com?

Yes. Once you have set up your security proofs, every time you log into any Microsoft website that contains personal information you will be required to validate your account, unless you set up a Trusted PC. For additional information on Trusted PCs, scroll down to What are the different proof options available?

What are the different proof options available?

· Phone or email.
o If you choose to use a phone number or email address for proof, please make sure the information you provide is valid and correct. We will not use this information for spam or marketing. We’ll only call, text or email; you in order to verify the ownership of your account, If you give us the wrong information, we won’t be able to validate your identity, and you might lose access to your Billing data until you can validate your security information.

o If you forget your password or lose control of your account, you can use your phone number or alternate email address tohelp reset your password.

· Trusted PC

o You can select Make this computer a trusted PC to link your Microsoft account with one or more personal (not public) computers. Then, if you ever need to reset your password or access your billing information, just use one of these Trusted computers and you will be taken directly to the Billing site.

I followed the steps to renew my subscription, but it wasn’t successfully renewed. What do I do?

Fri, 21 Dec 2012 01:08:27 GMT

If you saw a message saying “We were unable to process your renewal at this time. Please return to this page and try again later.”

Your renewal request wasn’t received by our servers. This could be because a server was unavailable, or there was heavy traffic; in any case, your credit card will not be charged until your renewal has been successfully processed. Please log in to Member Center at http://membercenter.msn.com at a later time, and try again. If you’re still unable to renew, please contact Customer Support at https://support.msn.com.

If you saw a message saying “We were unable to process your renewal request due to an issue with your payment method . . .”

The credit card we have on file for your subscription has expired, or the subscription charge was declined for some other reason. Please follow these steps to update your payment information:

1. Log in to your Microsoft account at https://commerce.microsoft.com .

2. Click the “payment options” link at the top of the page.

3. Follow the instructions to update your credit card/billing information, or add a new credit card.

You can also contact Customer Support at https://support.msn.com for assistance.

If you didn’t see either of these messages, please contact Customer Support at https://support.msn.com.

My subscription does not include McAfee and Webroot software. How can I upgrade?

Wed, 30 Jan 2013 04:09:43 GMT

Please contact Customer Support at https://support.msn.com to learn about available upgrades and sign up for an upgraded subscription.

What happens if I don’t renew my subscription?

Tue, 05 Feb 2013 00:54:01 GMT

You will be unable to use the MSN Explorer software to access your email and Favorites, or browse the internet. Your e-mail account will be converted to a free Hotmail account, and you will be able to access your e-mail at http://hotmail.com. Your Hotmail account requires you to sign into your Inbox at least once every 270 days in order to keep your account active. After a year of inactivity, your account and its contents will be deleted.

Steps to access your email via http://hotmail.com can be found here.

If you would like to back up emails from MSN Explorer to your computer, click here.

In order to use your Favorites in another browser, you will need to copy the URLs (they look like http://www.msn.com) and recreate them in the new browser.