Update: see below for an update to the question I asked of Microsoft. There is support.
I went looking for an answer, and apparently I have one now.
The first thing I did was to post in the Microsoft Community (forums) for Outlook.com. This was the question I asked:
I just upgraded my Microsoft account to “Ad Free” for $20/year.
The upgrade page – http://windows.microsoft.com/en-us/outlook/ad-free-outlook – claims there is additional technical support available. I am unable to find the technical support.
The upgrade confirmation page includes the statement “For technical support go to http://support.live.com, sign in, and then click Windows Live Hotmail Plus”.
I get that Windows Live Hotmail Plus is what the option used to be called.
I cannot find that on the page to which I am directed when I go to support.live.com.
How do I get the additional support that I’m now paying for?
One of the volunteers there then directed me to an outlook.com support link, where I also asked the exact same question. Roughly 36 hours later I received the following response:
We acknowledged that you’ve recently upgraded to our Ad-free subscription and wanted to know how to contact our technical support. We are glad to inform you that you’ve already reached Outlook.com technical support which handles email related issues with Outlook.com. If you have any inbox-related concerns and how-to’s, feel free to get back to us to assist you with your concern.
Other than that, you can contact our Ad-free technical support by signing in to your account at
then select “Accounts & billing” then “Windows and other Microsoft apps & subscriptions”. From there, you will be given options on how to contact our technical support through Chat and Scheduled Call Back.
The bottom line for ad-free outlook.com support
The bottom line is that it appears that “ad-free” isn’t required, but I have no idea if it prioritizes your support response or not.
It appears that the way things currently work is:
- For “email related issues”, go here (https://go.askleo.com/olsupport). After signing in to your Microsoft account, there’s a form you fill out with your issue or question. It appears that you do not need to purchase the ad-free option to use that link – it’s available to all.
- For other account issues (whatever the response might mean by “other than that”, i.e. “other than email”), then there is this link (https://go.askleo.com/adfreesupport – the link above, easier to type and I’ll update if1 something changes) for online chat, or scheduled voice call-back.
The way I interpret the difference is this:
- Anyone has access to email-related help using the submission form.
- Login and other account-related issues go to the technical support link.
I’m curious what people’s experiences with those resources will be.