So, I just paid for a renewal. I got my invoice in email with a keycode, but it looks just like my old keycode. Sure enough, when I try to use it, I get "this keycode is valid but expired". I need guidance.
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Hi timhallsnewname
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Did you carry out your renewal before the expiry of your current subscription or had it lapsed already when you renewed?
Regards
Baldrick
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Did you carry out your renewal before the expiry of your current subscription or had it lapsed already when you renewed?
Regards
Baldrick
It had expired.
Hi Tim
Can you also check that the expiry date associated with the keycode emailed to you is in the future...it should be a year into the future assuming that you have renewed for 1 year (obviously).
If the date looks OK, then a couple of other thoughts; have you tried to re-enter the keycode even though it looks the same as the original one, and if so did you try keying it in or copy & pasting it before you tried to activate? There have been some cases where doing the latter rather than the former has resolved the problem.
If that does not work then please Submit a Support Ticket so that Support can look at your keycode and help you fix it ASAP!"
But please bear in mind that whilst Support do work 24/7 365 days it may take a little longer over the weekend but they will hopefully sort you out. Post back and let us know how you get on.
Regards
Baldrick
Can you also check that the expiry date associated with the keycode emailed to you is in the future...it should be a year into the future assuming that you have renewed for 1 year (obviously).
If the date looks OK, then a couple of other thoughts; have you tried to re-enter the keycode even though it looks the same as the original one, and if so did you try keying it in or copy & pasting it before you tried to activate? There have been some cases where doing the latter rather than the former has resolved the problem.
If that does not work then please Submit a Support Ticket so that Support can look at your keycode and help you fix it ASAP!"
But please bear in mind that whilst Support do work 24/7 365 days it may take a little longer over the weekend but they will hopefully sort you out. Post back and let us know how you get on.
Regards
Baldrick
I have already tried copying and pasting to no avail. I will submit a support ticket and let you know the results.
Hi Tim
OK, I suspect that the issue is that the original license lapsed...and it is always better to renew a license before then. Just for information and the future; if you renew with existing time on your current license you do not lose that time, but rather your renewal subscription period gets added to the time you have left so with 15 days left and a new 1 year renewal you would have 370 days showing for the license to run before next expiry.
Hope that helps, and that the Support Team get back to you shortly...if not post back and we will see if there is any other avenue open like using the services of our Community Manager or one of the Webroot Mods that frequent the Community.
Have a great weekend.
Regards
Baldrick
OK, I suspect that the issue is that the original license lapsed...and it is always better to renew a license before then. Just for information and the future; if you renew with existing time on your current license you do not lose that time, but rather your renewal subscription period gets added to the time you have left so with 15 days left and a new 1 year renewal you would have 370 days showing for the license to run before next expiry.
Hope that helps, and that the Support Team get back to you shortly...if not post back and we will see if there is any other avenue open like using the services of our Community Manager or one of the Webroot Mods that frequent the Community.
Have a great weekend.
Regards
Baldrick
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