We want to talk to you! If you’re having trouble accessing AOL Live Chat Help, we have a few tricks to help you reach us, get the help you need and get back to using your AOL products.
Note: It’s a good idea to print out this page before you start, because some of the instructions below may require you to restart your computer.
Note: AOL Live Chat Help is only available 8am to 1am EST every day.
You’ll need to know which version of Microsoft Windows you’re using. This is the operating system installed on your PC. If you don’t remember what it is, find out by following the instructions in the help article How do I determine the version of Windows I have?
Clear cache, cookies and history and reset web settings
Sometimes temporary internet files and cookies (files automatically stored on your computer when you visit certain websites) can cause issues with your computer. Clearing the cache and cookies helps remove damaged files, and clearing your history helps free up disk space on your computer. To find out how, read the help article Clear cookies, cache, history and footprints. You can also try resetting your web settings.
Temporarily disable your firewall or configure McAfee
If you have a firewall or other security software on your computer, that could be preventing you from connecting to the AOL service. You can temporarily disable your firewall and see if this helps you connect to the internet. You can also go into your McAfee settings and temporarily lower your proverbial guard until you’re done with AOL Live Chat. For more information on how, read the help article Configure McAfee Internet Security Suite – Special Edition from AOL. Just remember to reset your firewall and McAfee when you’re done!
Run a virus scan
Sometimes you can download a virus, spyware or adware without even realizing it, either through downloading a program, opening an email or visiting a website. (To learn more about malicious programs like these, read the help article What is spyware?)
Because new viruses are popping up every day, it’s important to frequently download updates to your anti-virus software and run virus scans. If you don’t already have anti-virus software installed on your computer, visit AOL Internet Security Central for the latest version of McAfee software.
If one of the above solutions didn’t work, you may have to settle for an old-fashioned phone call to one of our Member Services Representatives. When you talk to them about your original issue, make sure you mention your inability to access AOL Live Chat Help!