Upgraded Last Pass

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.

😳

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. 🙂

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


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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

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.

Hello Kaye,

Welcome to the Webroot Community,

Did you follow the instructions HERE and go through your Web Console to start the transfer process?

If you have followed the instructions and are still having issues, then please submit a support ticket and hopefully they'll get you straightened out.

Hope this info helps,

Ok, @KayeC , thanks for getting back to us.

I will ping our Community Manager @freydrew and see if he can assist with this or if he thinks that support is the way to go.

Please be patient and I have no doubt that we'll get this figured out for you. :)

Thanks,

Am afraid that the process is flawed and does not take into account that one might already have the same email address set up with LastPass, which is the case for me.

When I try to follow the transfer process I cannot get into LastPass because it is not recognising the password for my Webroot online account.

So no transfer, so useless.

Does anyone have any thoughts about how I might resolve this? 🤔

I have the same problem, Existing Lastpass account same email address. Followed instructions but no Data transfer

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.

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

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!!☹️

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.