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Duplicate accounts

  • 28 June 2024
  • 3 replies
  • 49 views

Webroot has two accounts for me, one of which is expired but still shows up on my account. The other one is active and current through 2025. I cannot access support to have the expired account removed. When I try to open a support ticket or send a message to support, a “Welcome back!” window pops up, saying that Webroot has already had contact with me. There’s a space to enter my password, but when I do nothing happens. Telephoning doesn’t seem to be an actual option. Does anyone know the magic word to get through to Webroot’s support people?

Thanks,

Ed LeRoy

3 replies

ProTruckDriver
Rank
Userlevel 7

Hello @Edmund44 

 

You are going to have to get this sorted with Webroot Support. I know there is an old website and now a new website for accounts.

Support: https://www.webroot.com/us/en/about/contact-us

Business Support: https://www.webroot.com/us/en/business/support/contact

I’ll also ping our Community Manager @TylerM to see if he can help you with this problem.

Late 2015 ~ 5K ~ 27 inch iMac ~ macOS Catalina 10.15.7 ~ Clone & Backup with: SuperDuper - Time Machine & iCloud. PWM: RoboForm.  "An Apple a Day, Keeps Microsoft Away." 
E
Rank
Userlevel 2

Thank you for the response. Unfortunately, all links at the new site take me to the same “Welcome back!” window, and I can get no further. The password I use is the one to access my account, so I know it’s valid. Possibly Webroot is referencing a communication from the defunct account. Anyway, I’m stuck and unable to contact anyone to sort things out.

ProTruckDriver
Rank
Userlevel 7

@TylerM will see this thread. He can look at the back end of your account to see what the problem is. We as Volunteer Moderators can’t see the back end.

Late 2015 ~ 5K ~ 27 inch iMac ~ macOS Catalina 10.15.7 ~ Clone & Backup with: SuperDuper - Time Machine & iCloud. PWM: RoboForm.  "An Apple a Day, Keeps Microsoft Away." 

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