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Frequently Asked Questions about the Windows Live OneCare Retail Refund ProgramWhat do you have a question about?
WINDOWS LIVE ONECARE DISCONTINUATION OVERVIEW WINDOWS LIVE ONECARE RETAIL REFUND PROGRAM YOUR NEXT STEPS WINDOWS LIVE ONECARE SUPPORT
WINDOWS LIVE ONECARE DISCONTINUATION OVERVIEWWhy is Windows Live OneCare being discontinued?Microsoft announced that it will begin offering a new security anti-malware solution named Microsoft Security Essentials to consumers in the second half of 2009. Microsoft Security Essentials will provide robust anti-malware protection from threats including viruses, spyware, rootkits, Trojans, and other emerging threats in a single lightweight anti-malware solution. In concert with the ongoing improvements in internet security offered by Windows Vista, the forthcoming Windows 7, and Internet Explorer 8, Microsoft believes that this no-cost service will offer essential security software that consumers need. And by making this available at no charge, we hope to be able to help the estimated 60% of consumers who still do not have up-to-date antimalware protection. As a part of this decision, Microsoft will be ending the product distribution of OneCare. Customers will be supported through December 2010, and will continue to receive support and servicing through that time. For more information on the OneCare discontinuation, please visit http://onecare.live.com/standard/en-us/default.htm. How will the Windows Live OneCare discontinuation affect me?OneCare will continue to be updated through December 2010, so you'll receive the same protection and comprehensive service and support you have today. The service will continue to help protect and maintain your computer with antivirus, firewall, antispyware, anti-phishing, PC performance tune-ups, and file backup and restore functionality. Microsoft is offering eligible Windows Live OneCare subscribers a prorated refund for unused months of their paid subscription. WINDOWS LIVE ONECARE RETAIL REFUND PROGRAMEligible customers that purchased OneCare at an authorized retail location before July 1, 2009 can request a pro-rated refund for the unused months of their subscription. Customers residing in Austria, Japan and the Netherlands: please click on the country of residence for information about the Retail Refund Program in your country. If you purchased OneCare directly from Microsoft, please click here for information on how to receive a refund. Don't know if you purchased OneCare from a retailer? Click here. Who is eligible for the prorated refund?Active subscribers who purchased a non-beta, non-promotional copy of OneCare from an authorized retailer before July 1, 2009 are eligible to receive a prorated refund for the unused months of their subscription. To receive your prorated refund check, your subscription must be active and you must complete the refund form available on this website. Your full name, a valid street address, and OneCare product key must be provided. You may be asked to provide proof of purchase before we process your refund. Corporations are not eligible for this offer, and there is no shipping available to PO Boxes. This offer is only available in the OneCare Retail Refund program's supported markets and only one refund per subscription will be issued. If you cancel your subscription before you request your refund, you will not be eligible to receive a prorated refund. Microsoft has sole discretion in determining customers' eligibility to receive the refund. If you purchased OneCare from an unauthorized seller (example: eBay), purchased a used copy, or purchased a promotional copy of OneCare, you are not eligible for a refund. Please contact the seller who sold you this copy of OneCare. Note: Customers residing in Austria, Japan and the Netherlands: please click on the country of residence for information about the Retail Refund Program in your country. If you purchased OneCare by entering your credit/debit card or direct debit information on http://onecare.live.com/standard/en-us/default.htm, https://billing.microsoft.com or in the OneCare client, please visit the OneCare help pages to learn how to cancel your service and request a refund. All refund requests for OneCare subscriptions that were purchased by entering credit/debit card or direct debit information on http://onecare.live.com/standard/en-us/default.htm, https://billing.microsoft.com or in the OneCare client submitted on this website will not be processed. Don't know if you purchased OneCare from a retailer? Click here. Where do I go to cancel my subscription and receive a refund?To determine how to cancel and request a refund please review the below table and select the scenario that best fits your situation and country location. For more details on specific scenarios please continue reading this frequently asked questions document.
How do I get my prorated refund for my Windows Live OneCare retail subscription?Eligible Windows Live OneCare subscribers who purchased OneCare from an authorized retailer in a supported market before July 1, 2009 can receive a prorated refund for the unused months of their subscription. Microsoft has sole discretion in determining customers' eligibility to receive the refund. To receive your prorated refund check, you must complete the refund form available here. You will need to provide your name, address, and Windows Live OneCare product key. You may be asked to provide proof of purchase before we process your refund. Note: Customers residing in Austria, Japan and the Netherlands: please click on the country of residence for information about the Retail Refund Program in your country. Note: If you purchased OneCare by entering your credit/debit card or direct debit information on http://onecare.live.com/standard/en-us/default.htm, https://billing.microsoft.com or in the OneCare client, please visit OneCare help to learn how to cancel your service and request a refund. All refund requests for OneCare subscriptions that were purchased by entering credit/debit card or direct debit information on http://onecare.live.com/standard/en-us/default.htm, https://billing.microsoft.com or in the OneCare client submitted on this website will not be processed. Don't know if you purchased OneCare from a retailer? Click here. How do I get a refund for an unopened copy of Windows Live OneCare?Note: Customers residing in Austria, Japan and the the Netherlands: please click on the country of residence for information about the Retail Refund Program in your country. If you purchased an unused copy of OneCare from an authorized seller before July 1, 2009 and have not yet installed it, you can request a full refund by faxing or mailing the following information to Microsoft. Please note that you must include all of this information in order for your refund to be processed:
Mail to: Microsoft OneCare PO Box 1734 San Leandro, CA 94577 USA Note: You only need to submit your refund request through the Retail Refund form, fax or mail. You do not need to submit your request via multiple methods. How do I get a refund for an unopened copy of Windows Live OneCare that I don't have a receipt for?Please follow the instructions outlined in How do I get a refund for an unopened copy of OneCare?. Make sure to indicate that you do not have a receipt for your product. Your refund will be calculated using the average suggested retail price. How can I tell if I purchased Windows Live OneCare from a retailer?You purchased a retail version of OneCare if you purchased a disk in a physical box, and entered a product key during the sign up or renewal process. How can I tell if I have a promotional copy of Windows Live OneCare?You have a promotional copy of OneCare if you entered a product key during the installation process that was found on a blue 4x6 inch card. Promotional copies did not come with a CD or physical box. Promotional copies of OneCare are not eligible for a refund. How soon will I receive my prorated refund?Please allow four to six weeks after you submit your refund request for delivery of the refund check. Note: Customers residing in Austria, Japan and the Netherlands: please click on the country of residence for information about the Retail Refund Program in your country. What are the Windows Live OneCare Retail Refund Program supported markets?OneCare is sold at retail locations in the following markets:
How is my prorated refund for Windows Live OneCare calculated?The pro-rated refund amount is determined based on the number of months remaining on your subscription and the average suggested retail price of the country listed on the refund form. Specifically, the Pro-rated Refund Amount = (Retail Price Paid -OR- Average Suggested Retail Price / 12 months) X (number of months remaining on your subscription) The number of months will be rounded to the closest month. For example, if you have 5 months and 11 days remaining on your subscription, it is rounded to 5 months. If you have 6 months and 26 days remaining on your subscription, it is rounded to 7 months. Estimated sales tax is then added to the pro-rated refund amount. The sales tax is based on the country selected on the refund form. Because we are unable to verify the exact sales tax you paid, this amount is an estimate and may vary from the tax you actually paid. Note: Proof of purchase is required in order to calculate the refund amount using the retail price paid. If you no longer have a receipt please see the section labeled "What is the average suggested retail price?" What is the average suggested retail price?Microsoft has established a average suggested retail price for each supported market below. If you no longer have your receipt, your pro-rated refund will be calculated by using the average suggested retail price.
What if I paid more than the average suggested retail price?Note: Customers residing in Austria, Japan and the Netherlands: please click on the country of residence for information about the Retail Refund Program in your country. If you purchased OneCare from an authorized seller before July 1, 2009 in a OneCare Retail Refund program supported market and paid more than the average suggested retail price, you can request a prorated refund based on the amount paid by faxing or mailing the following information to Microsoft - please note that you must include all of this information in order for your refund to be processed:
Mail to: Microsoft OneCare PO Box 1734 San Leandro, CA 94577 USA Note: You only need to submit your refund request through the Retail Refund form, fax or mail. You do not need to submit your request via multiple methods. What currency will my refund be issued in?The currency is based on the country of your address. For instance, if your address is in the US, the refund will be in USD. If your address is in the United Kingdom, the refund will be in GBP. If the country you reside in is not listed on the refund form, contact support. How will my refund be delivered?The refund check will be delivered to the address that you provided on the refund form. Checks will be made out to the name indicated on the refund form. If you submitted a refund form multiple times, Microsoft will issue the refund based on the information received on the first submission. If you need to make corrections to that information contact support. Please have your refund request ticket number available when you call. Note: Customers residing in Austria, Japan and the Netherlands: please click on the country of residence for information about the Retail Refund Program in your country. Can I get my refund shipped to an address outside of the supported markets?If you purchased OneCare from an authorized seller in a OneCare Retail Refund Program supported market before July 1, 2009 but have since moved to a country not on this list, contact support to submit your refund request. Note: Customers residing in Austria, Japan and the Netherlands: please click on the country of residence for information about the Retail Refund Program in your country. I made a mistake on the refund form. How do I correct it?Please contact support with any corrections. Please have your refund request ticket number available when you call. Note: If you submit a refund form multiple times, Microsoft will issue the refund to the name and address received on the first submission. If you need to make corrections to the information that was submitted, contact support. Please have your refund request ticket number available when you call. How do I know my refund request has been successfully submitted through this website?You will receive an confirmation page that includes a ticket number. Please save this ticket number so that you can refer to it if you need to contact support. I purchased Windows Live OneCare from Microsoft Store. Do I submit my request for a refund here?Yes. For more information, see Who is eligible for the prorated refund? Note: Customers residing in Austria, Japan and the Netherlands: please click on the country of residence for information about the Retail Refund Program in your country. I already scheduled a renewal after my current Windows Live OneCare subscription ends. How can I get a refund for my current subscription and the scheduled renewal?Eligible customers should contact support for assistance. For more information, see Who is eligible for the prorated refund? Who can I contact if it's been more than six weeks since I submitted my request, and I haven't received my refund?Please allow four to six weeks from the date that you submit your request for delivery of the refund check. If it has been more than six weeks, you can contact Billing support to check on the status of your request. To contact support, click here. Please have your refund request ticket number available when you call. How do I cancel my subscription to Windows Live OneCare?Your subscription will automatically be cancelled 4 weeks after your refund is issued to give you time to find a replacement security product. If you cancel your retail subscription before you request your refund, you will not be eligible to receive a prorated refund. YOUR NEXT STEPSWhat should I do about security/antivirus after I uninstall Windows Live OneCare?To learn more about your options, see Windows XP Security Providers or Windows Vista Security Providers. When should I uninstall OneCare?To maintain uninterrupted security protection for your PC, you should not uninstall OneCare until you have obtained replacement software to protect your computer and are prepared to install that software after OneCare in uninstalled. Please note that your subscription will automatically be cancelled 4 weeks after the refund is issued to give you time to find a replacement. When does Windows Live OneCare stop working?Your subscription will automatically be cancelled 4 weeks after the refund is issued to give you time to find a replacement. WINDOWS LIVE ONECARE SUPPORTWhat is a Windows Live ID?A Windows Live ID is an e-mail address that enables you to sign into many different Microsoft sites and services using just one identity. When you activated or signed up for OneCare, you created or used an existing Windows Live ID. What if I forgot my account information and can't log in to submit my refund request?If you cannot remember the Windows Live ID (e-mail address) that you used to create that account, do the following: 1. On a computer on which you installed OneCare, open OneCare. 2. From the Help menu in the upper right corner, select About Windows Live OneCare... 3. Your e-mail address will be displayed next to 'Subscription ID'. If you forget the password for your OneCare account, click Forgot your password?, and follow the directions on the screen. Where do I find the product key?You use the product key to install OneCare and to activate your subscription. You will find the product key on a sticker located on the inside of the OneCare CD case. Look for a combination of 25 letters and numbers that looks similar to this:  How do I contact support?Please contact support using the appropriate phone number below.
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