Movin' On Up

Plugging in...

Moving can be a good/great thing, right? New condo, house, address, phone number, etc. How many of us think about the online accounts we've created with our old contact information? Does it matter if we don't change our contact information? Read on...

Windows Live (also known as hotmail) bounced a client's email password. The client was adamant: no, it had not been changed, no the caps lock key wasn't locked, no to a host of other typing issues that sometimes cause erroneous typing in the password box. The client had tried to type the password so many times that Windows Live "blocked" the account, assuming it was a hacker guessing at passwords to access the account. Fair enough. The client should have clicked on "forgot password" after several tries, but was unaware of the dark, foreboding place they were entering. To the client's point, they HAD NOT forgotten the password, it had been the same since the account was established years ago.

The first inkling of a more severe problem was the next suggestion from Windows Live: we'll text you on xxx-xxx-xxxx phone number. Oh no. The phone number was from a former residence, and, it did not allow anyone to type in a new or alternate phone number. The next and only suggestion: customer support. We are starting to feel the pain of moving...

Windows Live doesn't have "live" people to discuss email situations with. No. They have a private forum, and they have a list of questions they ask to establish your identity. They also REQUIRE an alternate email address to converse with you. If you don't have one, they handily suggest you create another Windows Live email address. A sampling of the questions they ask: full name, zip code, phone number, last couple of subjects you emailed about, a couple of names from your address book, the answer to your original secret question. They will use these to prove you are who you say you are, provided, and this is the kicker, they MATCH the original information the account was established with. And, they will get back to you within a 24 hour period.

The client blew out an audible sigh. No memory of what information the original account might contain, though the client was fairly certain we couldn't match the information in the original account. The client's address, cell phone, landline, had all changed, and the secret question answer? Windows Live said no, your favorite pet's name was NOT what you typed in. More audible sighing.

The quick solution to this problem was to create another email address which we did, while we hung on to the slim hope that Windows Live would get back to us in their stated timeframe. But that left the original address book in limbo and all exisitng or saved emails locked up tight, without access.

So, when you do change addresses, phone numbers or any other information that is used to identify your online presence, make sure you visit, at a minimum, your email accounts and change the information!!

ALWAYS REMEMBER: before calling for help - is it plugged in, is the INFORMATION current, and is it turned on?

Unplugged