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Frequently asked questions

Find answers to frequently asked questions about Office Live Small Business (OLSB) and Microsoft Office 365.

In this article

I cannot log into my Office Live Small Business (OLSB) website and email with my Windows Live ID username and password, what do I do?

As has been widely communicated, OLSB was discontinued on April 30, 2012. Customers that have not been able to transfer their website or email should contact support immediately to determine if their web site and email content can be retrieved.

If your OLSB account contents are accessible, be sure to familiarize yourself with the transition steps contained in the Office Live Small Business self-transition guide before attempting to move your website, email or domain name.

There are free transition tools available from ValorConseil and from Skykick that will help you to move your site contents to Office 365 and store a copy of those contents to a storage location such as a hard drive.

You may also choose to hire a partner to assist you – we have partners located in the United States, United Kingdom, Canada, India, Mexico, France, Germany, and Japan. You can save your website pages to your computer. There are a variety of third party tools that can help save the content on your OLSB website, such as Inspyder's Web2Disk, Website downloader, or HTTrack. Please note that these are third party services that are unaffiliated with Microsoft. You will need to investigate whether their services will meet your particular needs. Microsoft is not responsible for these third party services.

I am just finding out about OLSB being closed – where was this announced?

The decision to discontinue OLSB and to focus on Office 365 for professionals and small businesses was originally announced in October 2010. We have since frequently communicated the end of the service to customers through blog posts in the Office Live Small Business community, through emails to the email addresses on record and through online notifications to customers when they log into their OLSB account.

There are free transition tools available from ValorConseil and from Skykick that will help you to move your site contents to Office 365 and store a copy of those contents to a storage location such as a hard drive.

You may also choose to hire a partner to assist you – we have partners located in the United States, United Kingdom, Canada, India, Mexico, France, Germany, and Japan. You can save your website pages to your computer. There are a variety of third party tools that can help save the content on your OLSB website, such as Inspyder's Web2Disk, Website downloader, or HTTrack. Please note that these are third party services that are unaffiliated with Microsoft. You will need to investigate whether their services will meet your particular needs. Microsoft is not responsible for these third party services.

What can I do if I don’t have enough time to move all of my web site content to another service?

We recommend that you hire one of the many Microsoft partners that can help you move your web site content to Office 365 or another service provider or storage location. Some partners such as SkyKick have special offers to help customers quickly transition their web sites to Office 365. There are a variety of third party tools that can help save the content on your OLSB website, such as Inspyder's Web2Disk, Website downloader, or HTTrack.

What do I need to do to just get my email, calendar, and/or contacts off of my Office Live Small Business account?

See Move all email, contacts, and calendars in the Office Live Small Business self-transition guide for an explanation on how to collect and/or transfer your email, calendar, and contacts on the type of email account you have.

Please note that each email account your company uses will need to be moved or archived individually.

Where can I find help troubleshooting issues I am having in transitioning my account data?

The Office Live Small Business community contains a wealth of information and instructions on a variety of transition-related issues identified by OLSB customers and support agents.

Please note that each email account your company uses will need to be moved or archived individually.

Am I supposed to do anything with the email I received from Melbourne IT (MIT) about my custom domain (web site address)?

If you purchased a custom domain through Office Live Small Business, that domain is registered with Melbourne IT. You can work with MIT to redirect your domain to point to your Office 365 account or another service provider. To do so, please refer to Move your custom domain in the Office Live Small Business self-transition guide.

If you purchased a domain name that ends in .jp or .fr, Melbourne IT does not manage these domains directly. Instead, your .jp or .fr domain will be managed by the existing registrar on record for your domain name in Japan or France. To assist you with this process, please contact Melbourne IT for information at +61386521421 or by opening a support request at https://www.melbourneit.com.au/contacts/support.php.

Melbourne IT has also set up the following phone numbers to assist you with your domain:

  • 0-808-189-1358 UK Toll Free
  • 1-888-863-2686 US Toll Free
  • 1-300-654-677 Australia
  • +61386521421 International

What should I do if I registered my domain through Office Live Small Business but have not yet received an email from Melbourne IT?

If you are certain that the e-mail address associated with your Office Live Small Business account is the correct one, check your Junk Email or SPAM folder for the email from Melbourne IT. If you are still unable to locate the email, contact Melbourne IT support or through the following phone numbers:

  • 0-808-189-1358 UK Toll Free
  • 1-888-863-2686 US Toll Free
  • 1-300-654-677 Australia
  • +61386521421 International


If you purchased a domain name that ends in .jp or .fr, Melbourne IT does not manage these domains directly. To assist you with this process, learn about how to transfer a domain out of Melbourne IT or please contact Melbourne IT for information at +61386521421 or by opening a support request at https://www.melbourneit.com.au/contacts/support.php.

What do I need to do to move my domain if I registered it through another domain registrar?

You do not need to remove your domain from your account as all domains have been released from Office Live. You have access to this domain at your domain registrar and will be able to complete the steps necessary to add and verify your domain in Office 365.

We provide specific instructions for changing the name server records on popular domain registrar websites. For more information, see Change name server records at a domain registrar at http://onlinehelp.microsoft.com/en-us/office365-smallbusinesses/gg549203.aspx.

I do not remember the username and/or password I used to sign up for Office 365 for professionals and small business.

Requests for password resets should be directed to Office 365 support.

Where do I get help on Office 365?

The Office 365 community support is an excellent resource for all questions regarding Office 365 for professionals and small businesses. There you can get online access to answers, how-to resources, and other Office 365 customers as well as ask your own questions of the Office 365 community.

Can I take advantage of the six-month trial of Office 365 for professionals and small businesses if I’ve misplaced my promotional code?

If the promotion code provided has been misplaced or is otherwise unusable, please contact OLSB support to let them know that you would like to see if you are eligible to get a new promotion code.

Will I lose the SkyDrive account I have associated with my Office Live Small Business account when the service is shut down?

No, your Skydrive account will remain intact and you will continue to be able to access it with the same credentials that you used to access your Office Live account.