Microsoft KB Archive/911712

= Age of Empires III: How to use Ensemble Studios Online to reset forgotten account names and passwords =

Article ID: 911712

Article Last Modified on 11/14/2007

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APPLIES TO


 * Microsoft Age of Empires III
 * Microsoft Age of Empires III : The WarChiefs

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SUMMARY
This article describes how to use Ensemble Studios Online (ESO) to reset forgotten account names and passwords that you created to play Microsoft Age of Empires III multiplayer games.



Retrieve the account password
To use ESO to reset an account password that you have forgotten, follow these steps:
 * 1) Start Age of Empires III.
 * 2) On the main menu, click Multiplayer, and then click ES Online.
 * 3) Enter the user name, and then click Forgot Password.
 * 4) Type the answer to the secret question that you provided when you signed up for the account by using the hint that appears on the screen.
 * 5) Click OK.

You receive a message that states that the password request is received and an e-mail message will be sent to the e-mail address that you have.
 * 1) Click OK.

An e-mail message will be sent from ESO to the e-mail address that you provided when you signed up for the account.
 * 1) Follow the instructions that are listed in the e-mail message to reset your password.

If you cannot retrieve the account password because the e-mail address that was used is invalid or is now inactive, you can update this old e-mail address to your current e-mail address. To do this, compose an e-mail message to the following e-mail address:

[mailto:age3.help@ensemblestudios.com?subject=Lost%20ESO%20Account%20Password%20-%20http://support.microsoft.com/kb/911712&body=Product%20ID:%20%0DCurrent%20e-mail%20address:%20%0D%0DAt%20least%20one%20of%20the%20following:%0D%20-%20Account%20Name:%20%0D%20-%20E-mail%20used%20for%20ESO%20Account:%20%0D%20-%20Answer%20to%20secret%20question: age3.help@ensemblestudios.com]

Include the following information in the e-mail message:
 * The product ID (PID) of your copy of Age of Empires III.
 * Your current e-mail address.

Note To locate your PID, start Age of Empires III, click Help and Tools, and then click About.
 * The product ID is a series of numbers, for example, 12345-123-1234567-12345.
 * At least one of the following additional items of information:
 * Your ESO account name.
 * The e-mail address that you provided when you signed up for the account that uses ESO.
 * The answer to your secret question.

After you send the e-mail message, you will receive an automated reply that states that your request is being processed. If you do not receive an automated response, it is likely that your e-mail did not reach ESO.

Note Make sure that your e-mail client is not filtering e-mail messages that are sent from EnsemblesStudios.com as junk e-mail.

You will receive an e-mail message that contains your account name after your request is processed at ESO. It may take two to three business days to process this request. You will receive an e-mail message that states your e-mail address was updated after your request is processed at ESO.

Retrieve the account password or the account name
To retrieve the account password or the account name, visit the following Ensemble Studios Web site:

http://esoaccounts.agecommunity.com/login.aspx

Microsoft provides third-party contact information to help you find technical support. This contact information may change without notice. Microsoft does not guarantee the accuracy of this third-party contact information.

Click Forgot User Name or click Forgot User Password to retrieve the information.

Note To retrieve your User Name, you will need your product ID. The product ID is a series of numbers and is located in the Age of Empires III product box. For example, 12345-123-1234567-12345 is a product ID.

Retrieve the account name
To locate the account name that you have used before, follow these steps:  On a computer that is running Microsoft Windows 98 or Microsoft Windows XP, click Start, and then click My Documents.

On a computer that is running Windows Vista, click Start, and then click Documents. Double-click My Games, double-click Age of Empires 3, and then double-click Data.

Look for the following file, where < > is the name of your ESO account:

Uipersonastats-< >.xml

 Log on to ESO by using this account name.

If you cannot locate the Uipersonastats-< >.xml file, you can retrieve your account name by using e-mail.

To use ESO to retrieve an account name that you created to play Age of Empires III, compose an e-mail message to the following e-mail address:

[mailto:age3.help@ensemblestudios.com?subject=Lost%20ESO%20Account%20Name%20-%20http://support.microsoft.com/kb/911712&body=E-mail%20used%20for%20ESO%20Account:%20%0DProduct%20ID: age3.help@ensemblestudios.com]

Include the following information in the e-mail:
 * The e-mail address that you provided when you signed up for the account that uses ESO
 * The product ID (PID) of your copy of Age of Empires III

Note To locate your PID, start Age of Empires III, click Help and Tools, and then click About. The product ID is a series of numbers, for example, 12345-123-1234567-12345.

After you send the e-mail message, you will receive an automated reply that states that your request is being processed. If you do not receive an automated response, it is likely that your e-mail did not reach ESO.

Note Make sure that your e-mail client is not filtering e-mail that is sent from EnsemblesStudios.com as junk e-mail. You will receive an e-mail message that contains your account name after your request is processed at ESO. It may take two to three business days to process this request.

You will receive an e-mail message that contains your account name after your request is processed at ESO.

Additional query words: Lost Memory Remember

Keywords: kbtshoot kbhowto KB911712

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