MSN Explorer: Billing & Account help

Which MSN Explorer subscription should I choose?

If you already have an internet access, the MSN Premium subscription is the way to get the premium communication and security service from MSN without changing your current Internet service provider.

If you don’t have yet an internet access, the MSN Dial-up membership will offer you all the benefits of the MSN Premium subscription as well as Internet access with unlimited surfing with no hourly charges.

To sign up for MSN Premium or MSN Dial-Up service, open your browser, go to http://get.msn.com and select the Premium or Dial Up tab at the top of the page, according to your needs.


What if/How do I...

Change my credit card information?

Please follow these steps to update your credit card information:
  1. Log in to your Microsoft account.
  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, follow the troubleshooting steps found in the next section below, or you can contact Customer Support for assistance.

I receive an error while trying to update my credit card expiration date or change my credit card?

First, open your browser and go to My Account Page and sign in with your username and password. Now, check for these common reasons for errors:
  • There are spaces, commas or non-numeric characters in the credit card number. 
    • Try this: Retype the credit card number without any spaces, commas, or other non-numeric characters.  
  • The credit card may not be activated. 
    • Try this: If you are using a new credit card, verify that the credit card has been activated.  
  • Billing address, Name or expiration date entered incorrectly. 
    • Try this: Verify that the billing address, expiration date, and name on your credit card are correct.
  • The credit card has expired. 
    • Try this: Check the expiration date on your card to make sure that it's current.
  • The credit card available balance is insufficient to cover the amount due. 
    • Try this: Verify that the available balance on your credit card is sufficient enough to cover the outstanding balance you're trying to pay. 
If none of the above reasons corrected the error, these are your next steps: 

  • Contact your bank to ask why authorization is failing. 

    OR
  • Add a different credit card. 
 If you need further assistance, please click here.

Settle an outstanding balance that has been declined?

Open your browser and go to My Account Page and sign in with your username and password.

Check these common causes of declined payments:   
  • The credit card available balance is insufficient to cover the amount due.
    • Try this: Verify that the available balance on your credit card is sufficient to cover the outstanding balance you are trying to pay. 
  • The credit card has expired.
    • Try this: Check the expiration date on your card to make sure it's current. 
  • There are spaces, commas or non-numeric characters in the credit card number.
    •  Try this: Retype the credit card number without any spaces, commas, or other non-numeric characters. 
  • Billing address, name or expiration date entered incorrectly.
    • Try this: Verify that the billing address, expiration date, and name on your credit card are correct. 
  • The credit card may not be activated.
    • If you are using a new credit card, verify that the credit card has been activated. 
If none of the above reasons corrected the error, these are your next steps:   
  • Contact your bank to ask why authorization is failing. 

    OR
  • Add a different credit card.
If you need further assistance, please click here

Add a new credit card to my MSN Account?

Follow these steps in order to make sure your account remains accessible. You might be asked to sign in multiple times for security purposes. 
  1. Open your browser and go to the My Account Page & sign in if needed.
  2. Under Payment options, click Add a credit or debit card and fill in all of the information needed for the new payment method and click Next.
  3. Return to the My Account Page. Under My products and subscriptions, click Manage my subscriptions.
  4. Find the MSN account in the list and click it.
  5. On the right side of the screen, click change payment option then select the payment method you've just added and click Next.
  6. If you would like to remove the old payment method, return to the My Account Page and click Manage my payment options. Find the item in the list you want to remove and click Remove.
  7. Confirm that you want to remove the card by clicking Yes, remove this card. You will see a confirmation message.

Update my credit card expiration date online?

  1. Open your browser and go to My Account Page and sign in with your user name and password.
  2. Under payment options, select the payment method and click on Edit.
  3. Enter the updated credit card expiration date, and then click Next. Check to make sure the expiration date has been updated successfully.
If you're still having issues updating your expiration date, please click here for more help.

Update my Personal Information online?

  1. Open your browser and go to My Account Page and sign in with your username and password. 
  2. Click on profile at the top of the page.
  3. Click on Edit profile.
  4. Make the changes to your personal information and then click Save.

If you need further assistance, please click here.

Renew my subscription?

Follow these steps to renew your MSN Explorer subscription:
  1. Open your browser and go to My Account Page and sign in with your Primary email address and password which is associated with MSN Explorer Subscription.
  2. Click the My account link at the top of the page and select the My subscriptions option.
  3. Click on Edit profile.
  4. Follow the instructions to renew your subscription. 
If you need further assistance, please click here.

Create, add, remove or disassociate secondary accounts?

Create a new secondary account using Member Center?
  1. Open your browser and go to My Account Page and sign in with your primary username and password.
  2. Click on Manage Users from the options available on the left side of the page.
  3. Under Add a new member, click Add a member.
  4. Fill out the information requested on this page and click Next.
  5. Review and sign the agreement and then click Accept.
  6. You have now successfully created a new secondary account.

Note: To open another email address under your primary email account, repeat the steps mentioned above.
The account you just created will be visible on the MSN Client Software when you sign-in the next time.
Add a secondary account to my MSN?
You can add any @msn.com, @hotmail.com or @live.com as a secondary account. Check that the account you are trying to add is not currently associated with another account or by itself not a primary account, if so, you be unable to add the account. 
  1. Open your browser and go to My Account Page and sign in with your primary account username and password.
  2. Click on Help & Settings menu then click Accounts & Billing.
  3. Click Add member accounts.
  4. If you want to use an existing MSN or Hotmail email address for the new account, select Type an existing MSN or Hotmail e-mail address, enter the e-mail name and password and click Continue.
  5. If you want to create a new email address for the new account, select Create an MSN.com e-mail address for the new member, and click Continue. Follow the instructions to create your new account.
  6. Type your name in the box and click Accept.

    Note: If the account is for a child under the age of 13, you will be required to provide parental consent before clicking Accept.
  7. On the next screen, click Close to return to the main menu.

Note: The account you just added will now be visible on the MSN Client Software when you sign-in the next time.
Remove or disassociate a secondary account from the primary account?
Remove a secondary account using your MSN Client Software:
  1. Open your browser and go to My Account Page and sign in with your primary account username and password.
  2. Click on Help & Settings menu, now click Accounts & Billing.
  3. Click Remove member accounts.
  4. Click the Remove link next to the account that you want to remove.
  5. Click Save Changes, and then click OK to finish.
  6. Click Done to go back to the main menu.

Note: The account is not deleted. The account is only disassociated from the primary member's account.
Remove secondary accounts from Member Center:
  1. Open your browser and go to My Account Page and sign in with your primary account username and password.
  2. Click on Manage Users from the options available on the left side of the page.
  3. Under change member status select the e-mail address you would like to remove.
  4. Click Remove this member, on the confirmation page click on Yes.

Note: The account is not deleted. The account is only disassociated from the primary member's account.
Properties

Article ID: 3037594 - Last Review: 08/04/2016 18:05:00 - Revision: 2.1

MSN Explorer (Premium/Dial-up)

  • KB3037594
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