AOL Live Virus Removal FAQs

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AOL Live Virus Removal FAQs

FAQs


What is AOL Live Virus Removal?

AOL Live Virus Removal is an advanced virus and malware removal service offered to AOL Total Advantage Plus members at no additional cost. Our tech support experts will remotely connect to your PC, scan for viruses and harmful malware applications, and remove them – while you sit back and watch! After we remove the offending software, we'll make sure your antivirus, firewall, and PC settings are optimized to help you stay protected.

Am I eligible for AOL Live Virus Removal?

Certain AOL Advantage Plans are eligible for AOL Live Virus Removal. To view what your AOL Advantage Plan has to offer, check out your AOL MyBenefits page at mybenefits.aol.com.

How do I get AOL Live Virus Removal?

To get AOL Live Virus Removal visit mybenefits.aol.com and sign in with your master Username or Email and Password, then click Sign In. Locate AOL Live Virus Removal, and click Get Help Now at which point you will have the option to call or chat online with an AOL tech expert live.

Alternatively, you can go to livevirusremoval.aol.com and follow the on-screen instructions to call or chat online with an AOL tech expert live.

Is there a limit to how often I can use AOL Live Virus Removal?

We'll try to remove the virus and configure your system to help you stay protected in the future, but we do need to limit the number of removal incidents to 5 per year per account. Rest assured you will still have access to AOL's 24X7 Technical Support even if you've used your 5 Virus Removal incidents.

Is there a limit to how many computers can be cleaned with AOL Live Virus Removal?

We're happy to clean multiple computers as long as the total number does not exceed 5 per year per account.

Is this the same as technical support?

AOL's technical support representatives provide assistance with AOL Desktop Software, connection help, and assistance with other AOL products – 24/7! Our virus removal techs are equally knowledgeable about AOL products and services – but can provide you with additional support related to viruses and malware.

When can I call AOL Live Virus Removal?

Virus removal agents are available from 8AM to 1AM ET, 7 days a week.

I have a Mac. Can I still use AOL Live Virus Removal?

While Macs are generally less susceptible to viruses, there are a few nasty ones that pop-up from time to time. Our tech experts are knowledgeable Mac users who are happy to assist you with Mac related virus concerns.

Do you offer any sort of guarantee?

We'll try to remove offending viruses and malware using industry standard removal tools and thorough research. In some cases, viruses can be hidden too deeply, or may cause the computer to become too unstable to work with. In those rare cases, we may recommend you reformat your computer and reinstall Windows. Generally this is done with the help of your computer manufacturer, which we may refer you to in these cases.

What happens to my AOL Live Virus Removal benefit if I change my AOL Advantage Plan or cancel my AOL account?

AOL Live Virus Removal is available only to active AOL members on the AOL Total Advantage Plus plan. Likewise, if you choose to cancel your AOL membership or convert to a Free AOL account, this will also cancel AOL Live Virus Removal. If the cancellation is pending your next billing date, AOL Live Virus Removal will remain active until the cancellation of your AOL account is complete.



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Last updated: 06-10-2014
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