What is wrong now?!
Best answer by freydrew
View originalUpgraded Last Pass
Got the email about upgrade to LastPass, yeah! Uh oh, asks me to login using my Webroot login/password but get "email or password is invalid". Odd because I have no problem logging in to my Webroot account.
What is wrong now?!
What is wrong now?!
Page 1 / 2
+3
https://lastpass.com/my.php?lpnorefresh=1
2019-04-20 01:18
You: last Pass ... (30.3 KB) my webroot password manager is critical to my pc experience ... time to resolve this
2019-04-20 01:04
You: How long am I supposed to be patient waiting for resolution support? 10 days already passed.
2019-04-15 23:07
You: any update for resolution?
2019-04-12 02:44
Camille Thank you for the details. I have escalated your ticket to LEVEL 3 SUPPORT for further review.
2019-04-12 01:40
Knoll Thank you for the details. I have escalated your ticket to LEVEL 2 SUPPORT for further review.
2019-04-11 13:55
You: my last pass account cannot be recovered on this pc. new hard drive installed recently. please restore Webroot password management account for use in LastPass.
2019-04-10 01:59
Knoll Hello,
Please visit https://lastpass.com/export.php to export your data from your existing LastPass account.
Once you've done this (or have chosen not to do this), please message us back and we will restore your Webroot password management account for use in LastPass.
Regards,
Knoll
2019-04-09 19:38
You: since I already had a last pass account, my webroot data will not migrate.
2019-04-08 06:58
Camille
Hi
Your Webroot account will be automatically moved to your new LastPass Premium account. This will happen after you log in with your Webroot username and password, and then create your LastPass account. After that, when you log in for the first time, you will see all of your passwords in your LastPass vault.
Please also watch this video from Webroot: https://www.youtube.com/watch?v=-rAy7gUB3o8
Best,
Camille
2019-04-07 20:48
You: I'd like my Webroot passwords restored for use.
2019-04-20 01:18
You: last Pass ... (30.3 KB) my webroot password manager is critical to my pc experience ... time to resolve this
2019-04-20 01:04
You: How long am I supposed to be patient waiting for resolution support? 10 days already passed.
2019-04-15 23:07
You: any update for resolution?
2019-04-12 02:44
Camille Thank you for the details. I have escalated your ticket to LEVEL 3 SUPPORT for further review.
2019-04-12 01:40
Knoll Thank you for the details. I have escalated your ticket to LEVEL 2 SUPPORT for further review.
2019-04-11 13:55
You: my last pass account cannot be recovered on this pc. new hard drive installed recently. please restore Webroot password management account for use in LastPass.
2019-04-10 01:59
Knoll Hello,
Please visit https://lastpass.com/export.php to export your data from your existing LastPass account.
Once you've done this (or have chosen not to do this), please message us back and we will restore your Webroot password management account for use in LastPass.
Regards,
Knoll
2019-04-09 19:38
You: since I already had a last pass account, my webroot data will not migrate.
2019-04-08 06:58
Camille
Hi
Your Webroot account will be automatically moved to your new LastPass Premium account. This will happen after you log in with your Webroot username and password, and then create your LastPass account. After that, when you log in for the first time, you will see all of your passwords in your LastPass vault.
Please also watch this video from Webroot: https://www.youtube.com/watch?v=-rAy7gUB3o8
Best,
Camille
2019-04-07 20:48
You: I'd like my Webroot passwords restored for use.
Just wanted to say thanks. My credentials weren't accepted, I had an old, unused, LP account. It was easy to delete (just search for 'delete LP account' and you're pointed to the right page). I didn't have any pw to save, so I didn't get the grief some have had. Once deleted I could sign up through the WSA console without problems.
Thanks for a the help. Now I just need to tell support they need not reply to my 3-day old ticket.
Cheers everyone!
Thanks for a the help. Now I just need to tell support they need not reply to my 3-day old ticket.
Cheers everyone!
OK, after much gnashing of teeth and rending of clothes, I'm in. I changed my Webroot password just before getting email about upgrade, but LP wanted me to input my old password to complete the process. It only took me 4 days to figure it out. Apologies to all here, Webroot, and LastPass.
😳
😳
Userlevel 7
Hi Sheltieuk
Great news. I thought that it must be a question of knowledge and we are all newbies (or at least most of us are as we have been Webroot PWM users) when it comes to LastPass.
Have a great week.
Regards, Baldrick
OK, heard back from LP last night and was told to export my data to a .php, I had to look it up. Learned it is a source code file, meaning it contains the program language for the LP account sites/notes/etc. It is really a text document but you can't just download it or print it to a PDF. You have to copy all, or ALT a, and paste to a text file. You can use Wordpad or Notepad but read that they might not copy all the code, so was advised to get TextPad, free trial version, full is $27. Also advised to add php to file name. After I doing this, LP said to delete my LP account which I did. Forgot to write down token number of support ticket so had to open a new ticket telling them I accomplished all so they could restore my Webroot password management account. When I go through Webroot account password manager to the get started page, it still tells me my Webroot login is invalid. I've deleted all LP extensions.
I haven't heard from LP and don't know if I will, they have my email. If I haven't heard from them by tomorrow, I'm giving up. Free LP works great and I can have access to my passwords on my phone with the app, which I didn't have with Webroot.
I haven't heard from LP and don't know if I will, they have my email. If I haven't heard from them by tomorrow, I'm giving up. Free LP works great and I can have access to my passwords on my phone with the app, which I didn't have with Webroot.
Userlevel 7
+19
Hi Baldrick, thanks I managed to solve the problem via Lastpass support page it was just a matter of editing the headers on the csv file to match up the field names, all imported now. 🙂
Userlevel 7
Hi Sheltieuk
Hope that you are well?
You are most welcome...glad that worked for you. 😀
Re. your RoboForm import issue I would recommend that you Open a LastPass Support Ticket to seek help from the LastPass Support Team. They should be able to help as I cannot believe that you would be the first LastPass user to want to do this.
Also, I believe that there is an FAQ page on their support site so you may want to look there as well...but go with the ticket first.
Do let us know how you get on, etc.
Regards, Baldrick
Hope that you are well?
You are most welcome...glad that worked for you. 😀
Re. your RoboForm import issue I would recommend that you Open a LastPass Support Ticket to seek help from the LastPass Support Team. They should be able to help as I cannot believe that you would be the first LastPass user to want to do this.
Also, I believe that there is an FAQ page on their support site so you may want to look there as well...but go with the ticket first.
Do let us know how you get on, etc.
Regards, Baldrick
Userlevel 7
+19
Userlevel 7
Hi Panamon
I had what I believe is the same or very similar issue but have managed to resolve it as described in the 20th post in this thread. If you have not read through my whole post then please do as I think it may help.
Essentially, I am guessing but for the transfer to work once should not already have a LastPass account set up/active base don the same email address as one's Webroot Online account, because...and I am further hypothesising here...part of the transfer process either creates an account in LastPass for one or expects one's LastPass account, based on the same email address, to have the same password as the one in Webroot...if that all makes sense.
I had both a Webroot account & LastPass account but with different passwords and the transfer process would not work. So I had to delete the LastPass account and then open a LastPass support ticket to get the account reinstated...which occurred but without a defined password. I then followed the transfer process as described by Webroot...and presto...the transfer took place.
Now I am not that your issue is the same (it may well be) but rather that LastPass Support were very responsive in resolving the block from their side...so persist with the support ticket but make sure that it is lodged with LastPass Support and not Webroot.
Hope that helps some?
Regards, Baldrick
I had what I believe is the same or very similar issue but have managed to resolve it as described in the 20th post in this thread. If you have not read through my whole post then please do as I think it may help.
Essentially, I am guessing but for the transfer to work once should not already have a LastPass account set up/active base don the same email address as one's Webroot Online account, because...and I am further hypothesising here...part of the transfer process either creates an account in LastPass for one or expects one's LastPass account, based on the same email address, to have the same password as the one in Webroot...if that all makes sense.
I had both a Webroot account & LastPass account but with different passwords and the transfer process would not work. So I had to delete the LastPass account and then open a LastPass support ticket to get the account reinstated...which occurred but without a defined password. I then followed the transfer process as described by Webroot...and presto...the transfer took place.
Now I am not that your issue is the same (it may well be) but rather that LastPass Support were very responsive in resolving the block from their side...so persist with the support ticket but make sure that it is lodged with LastPass Support and not Webroot.
Hope that helps some?
Regards, Baldrick
+1
My problem with the migration was that, while I was successfully able to make a new Lastpass account, it didn't sync to Webroot. So now I can't get Webroot to work on my PC, AND Lastpass is just empty info.
Submitted a ticket, but with the slow rate so many of these problems have been dealt with over the past 4 months, I'm not holding my breath. Thought I'd see if anyone here ran into similar problems?
Submitted a ticket, but with the slow rate so many of these problems have been dealt with over the past 4 months, I'm not holding my breath. Thought I'd see if anyone here ran into similar problems?
Userlevel 7
+19
Thanks for your reply, I've tried using FF, Chrome and Edge browsers with Adblockers off with no success, doesn't work from my Samsung Galaxy tablet either, I'm baffled! 🤔 have to see what support can find out I think!
Well this is what I got from LP "If you get directed to the LastPass/Webroot cobranded landing page click login. Enter your email address and master password for your existing LastPass account. If you’re currently in a Free, Premium, or Families Trial you will be prompted to upgrade to a LastPass Premium account automatically". That would be a big, fat NOPE. Oh, I can log in to my free account but don't get a prompt, so I click on the upgrade button, and of course, get to the page asking for my credit card info.
I'm happy for everyone who has managed to get the process to work, but unless they come up with a solution that works for me, and everyone else, I'm just going to stick with Free LP.
I'm happy for everyone who has managed to get the process to work, but unless they come up with a solution that works for me, and everyone else, I'm just going to stick with Free LP.
Userlevel 7
+62
Do you think you have something blocking this transmission? Like a web browser extension? Or cleaning out your cache/history? Maybe using another browser? Just ideas nothing concrete.
Userlevel 7
+19
I'm still ending up at this screen and unable to progress any further, save Master Password doesn't do anything
Have now raised support ticket hopefully they can sort it out!
Have now raised support ticket hopefully they can sort it out!
Nope - followed all the recommendations above. All I got was frustrated.
Last Pass installer still giving me a memory error.
Webroot/Best Buy/Carbonite/Last Pass thanks for bouncing me all over the place and not helping. Spending the weekend buying your replacement.
Deuces folks, best of luck with this issue but I'm tapping out. And who thought it was a good idea to tag this issue as solved ?
Last Pass installer still giving me a memory error.
Webroot/Best Buy/Carbonite/Last Pass thanks for bouncing me all over the place and not helping. Spending the weekend buying your replacement.
Deuces folks, best of luck with this issue but I'm tapping out. And who thought it was a good idea to tag this issue as solved ?
Userlevel 7
OK, I have now managed to get this sorted out. But first if like me you already have a LastPass account under the same email address as you use for your Webroot Online Account, then I think that the only way around this is to delete the LastPass account.
You can delete the account even if you have forgotten the Master Password, and cannot recover it (still not got to the bottom as to why I could not) using the appropriate option that you can find HERE.
Of course this is the option of last resort as it deletes all the data stored in LastPass under that account. Which is what I did.
That still did not sort the issue out so I Opened a LastPass Support Ticket and explained the situation in the ticket. Below is the text I used...which seemed to have worked (so you are welcome to use it for your ticket)...as within the hour I received an update from LastPass Support to say that they had reinstated the account (obviously with no password attached) and that I should now progress as follows:
"We have restored your Webroot password management account. Please go to https://www.lastpass.com/webroot/existing and complete the migration with your webroot username and password. Once you've done this, go to https://my.webrootanywhere.com/, log in to your Webroot account, and link your LastPass account back to Webroot to receive your Premium subscription."
Well, that has worked for me and I have now completed the transfer successfully.
I hope that the above and below can be of some use?
Regards, Baldrick
*********************************************************************************
Hi there
I am a long term Webroot SecureAnywhere Complete user and therefore I use the Webroot Password Manager.
There have been problems with that and I was recently contacted by Webroot to advise as follows re. moving from their Password Manager (based on an old version of LastPass) to the latest version of LastPass, i.e., a transfer of my data from the Webroot Password Manager to LastPass.
Instructions from Webroot:
1. Visit my.webrootanywhere.com and log in to your Webroot account
2. Under the section labeled “Password Manager Powered by LastPass” click “Manage Passwords”
3. You will be redirected to LastPass’s site, from here click “Get Started”
4. Enter your Webroot account credentials, then click “Log In”
5. You will be prompted to re-enter your Webroot account password, and also set a new LastPass®️ master password, once filled in click “Save Master Password”
6. A progress box will pop-up indicating your account’s migration status, once complete you will be redirected to a success page
7. On the success page you will be prompted to install the LastPass®️ extension in your browser
The problem I am having is simple; when I reach the screen where I am asked to enter my Webroot account credentials, when I “Log In” I am told that either my password and/or email address are invalid.
I am therefore unable to take advantage of the Webroot/LastPass tie up.
Webroot are saying that because I managed to log in to my online Webroot account with the email address/password that is not accepted on the LastPass site it must be a LastPass issue and that I should contact you for support.
Please advise as to what I can do to get the process to work, and start accessing my data via LastPass.
Many thanks in anticipation of your assistance.
Regards, A. N. Other
You can delete the account even if you have forgotten the Master Password, and cannot recover it (still not got to the bottom as to why I could not) using the appropriate option that you can find HERE.
Of course this is the option of last resort as it deletes all the data stored in LastPass under that account. Which is what I did.
That still did not sort the issue out so I Opened a LastPass Support Ticket and explained the situation in the ticket. Below is the text I used...which seemed to have worked (so you are welcome to use it for your ticket)...as within the hour I received an update from LastPass Support to say that they had reinstated the account (obviously with no password attached) and that I should now progress as follows:
"We have restored your Webroot password management account. Please go to https://www.lastpass.com/webroot/existing and complete the migration with your webroot username and password. Once you've done this, go to https://my.webrootanywhere.com/, log in to your Webroot account, and link your LastPass account back to Webroot to receive your Premium subscription."
Well, that has worked for me and I have now completed the transfer successfully.
I hope that the above and below can be of some use?
Regards, Baldrick
*********************************************************************************
Hi there
I am a long term Webroot SecureAnywhere Complete user and therefore I use the Webroot Password Manager.
There have been problems with that and I was recently contacted by Webroot to advise as follows re. moving from their Password Manager (based on an old version of LastPass) to the latest version of LastPass, i.e., a transfer of my data from the Webroot Password Manager to LastPass.
Instructions from Webroot:
1. Visit my.webrootanywhere.com and log in to your Webroot account
2. Under the section labeled “Password Manager Powered by LastPass” click “Manage Passwords”
3. You will be redirected to LastPass’s site, from here click “Get Started”
4. Enter your Webroot account credentials, then click “Log In”
5. You will be prompted to re-enter your Webroot account password, and also set a new LastPass®️ master password, once filled in click “Save Master Password”
6. A progress box will pop-up indicating your account’s migration status, once complete you will be redirected to a success page
7. On the success page you will be prompted to install the LastPass®️ extension in your browser
The problem I am having is simple; when I reach the screen where I am asked to enter my Webroot account credentials, when I “Log In” I am told that either my password and/or email address are invalid.
I am therefore unable to take advantage of the Webroot/LastPass tie up.
Webroot are saying that because I managed to log in to my online Webroot account with the email address/password that is not accepted on the LastPass site it must be a LastPass issue and that I should contact you for support.
Please advise as to what I can do to get the process to work, and start accessing my data via LastPass.
Many thanks in anticipation of your assistance.
Regards, A. N. Other
Still can't make it work. I don't know what LastPass did for you but what you did doesn't work for me. If I go this way https://www.lastpass.com/webroot/existing, I get "The token provided is invalid or already used. [6001]"; if this way, https://my.webrootanywhere.com/, get "Invalid email or password'. Nothing has changed since yesterday. I even removed the LastPass extensions but no joy on Firefox or Chrome. I even tried IE.
I agree that Webroot owes all users a huge apology for letting the password manager software get to the point of having to create a fix in the first place by not upgrading the LastPass software, and secondly, for letting it get to the point of total failure. LastPass owes one for the failed launch.
Webroot, you have totally failed your customers.
LastPass, what you did for chappyware you need to do for the rest of us.
I agree that Webroot owes all users a huge apology for letting the password manager software get to the point of having to create a fix in the first place by not upgrading the LastPass software, and secondly, for letting it get to the point of total failure. LastPass owes one for the failed launch.
Webroot, you have totally failed your customers.
LastPass, what you did for chappyware you need to do for the rest of us.
Finally got things working (there were a lot of steps from Last Pass but in the end it worked out). I use Opera and Firefox as my browsers but ended up have to use Chrome to get past the CONTINUE button that sets you up as a Premium User of Last Pass. I also found that if you have an EXISTING extension or Add-On for Last Past, it will NOT upgrade to Premium User. You'll show up as a Premium Trial User. Delete the existing extension and install a new one. Now you'll show up as a Premium User.
All in all, an awful experience. Someone owes us an apology for a pretty poor migration implementation.
All in all, an awful experience. Someone owes us an apology for a pretty poor migration implementation.
Well this worked (except for showing me as a trial user) and came from last pass:
We have restored your Webroot password management account. Please go to https://www.lastpass.com/webroot/existing and complete the migration with your webroot username and password. Once you've done this, go to https://my.webrootanywhere.com/, log in to your Webroot account, and link your LastPass account back to Webroot to receive your Premium subscription.
Never got the second step to work but I didn't need to.
We have restored your Webroot password management account. Please go to https://www.lastpass.com/webroot/existing and complete the migration with your webroot username and password. Once you've done this, go to https://my.webrootanywhere.com/, log in to your Webroot account, and link your LastPass account back to Webroot to receive your Premium subscription.
Never got the second step to work but I didn't need to.
It wouldn't matter if you changed your free LastPass email, my LastPass and Webroot login/passwords are different and I still can't get in. Submitted support tickets to both Webroot and LastPass and haven't heard from either.
Last pass response of no help whatsowver
Hello there!
Yes, when you get directed to the LastPass/Webroot cobranded landing page click login.
Enter your email address and master password for your existing LastPass account. If
you’re currently in a Free, Premium, or Families Trial you will be prompted to upgrade
to a LastPass Premium account automatically.
o NOTE: If you already have a LastPass Premium, Families, Teams or Enterprise account,
you will be prompted to log out and create a new LastPass account
Thank you!
Jo
Hello there!
Yes, when you get directed to the LastPass/Webroot cobranded landing page click login.
Enter your email address and master password for your existing LastPass account. If
you’re currently in a Free, Premium, or Families Trial you will be prompted to upgrade
to a LastPass Premium account automatically.
o NOTE: If you already have a LastPass Premium, Families, Teams or Enterprise account,
you will be prompted to log out and create a new LastPass account
Thank you!
Jo
Userlevel 7
+19
I've got problems with this process too, I get to the screen where you have to enter a new Master Password enter it and click on Save Master Passsword button at bottom of screen and nothing happens!!☹️
Raising my hand with the same issue. Add to my problem that the lastpass installer doesn't like my 12.0 G Ram as it gives me memory issues. Would love to chat with support but can not connect to lastpass servers.
Yes, I can read and yes, I can follow instructions. Not a well planned out migration.
Webroot/lastpass holding my passwords hostage. Got 42 days left on this renewal. Not impressed.
Yes, I can read and yes, I can follow instructions. Not a well planned out migration.
Webroot/lastpass holding my passwords hostage. Got 42 days left on this renewal. Not impressed.
I have the same problem, Existing Lastpass account same email address. Followed instructions but no Data transfer
Spoke with Webroot support. They passed the buck to Last Pass saying only they can fix the problem. They can't even restore Webroot's password manager to a working state. Apparently, I'm not the only one experiencing issues as Webroot support acknowledges the problem. Last Pass's response to a ticket has been slow, well, nonexistent today.
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