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Howdy. I feel your pain. I recall I tried following “Get Started” and my login failed. So, I went to “Forgot Password,” received acknowledgement that I had a valid account, and a message that an email was sent to my valid email account. That happened twice, but I received no emails.

Today, I surfed to my old, saved URL for Webroot and found a link for folks like me whose accounts were established prior to (I think) March 2022. I was finally able to log in and look at my console! Of course, before I posted here I had little idea what version I was using.

So, I’m posting here in “General.” For the life of me I couldn’t find any information about my license expiration or renewal in the “new” console.

Back to our issue...having logged in, looked around and signed into this forum, the stupid pop-up appeared while I was typing this!

I see many of my old friends still lurk among these many forums. Bless ‘em every one. Now, somebody please help us get rid of this popup. Thanks.

I have two key codes spread over 9 computers, and every one of them is suffering from this ridiculous pop-up nag. Today I spent an hour working out that the account I was being nagged to set up is a NEW account for ‘Carbonite+Webroot’. So I duly set it up for one of my key codes, thinking it would get rid of the nagging pop-up which won’t go away unless you close it manually. 

I rebooted and found that the nag had not gone away. It also appears whenever I open the Webroot console from the task bar icon. I received an email from Carbonite+Webroot welcoming me, despite my having happily had a working account and a good security program for ten years! I straight away contacted support, explaining that I thought this was completely unsatisfactory and would lead to my cancelling my subscription. To me, the lack of prior communication - an explanation of what has occurred on the corporate front and of the need for a new account before the nag appeared would have been appreciated - and the obvious technical deficiency which prevents one from getting rid of the nag, are simply intolerable for a paid subscription to a hithero successful product. I’ve still got over 700 days on one of the key codes.

The response I’ve received from Support is, in my view, unsatisfactory and offers no help whatsoever:

Thank you for contacting Webroot Support. We apologize for the inconvenience you are experiencing.

In March 2022, we released a new My Account portal for all Carbonite customers and new Webroot customers. The new My Account portal has been designed to allow you to be able to manage both the Carbonite and Webroot products.

Since you have already created an account, please feel free to ignore these messages. These banner messages are being provided for all customers and will rotate and change throughout the year. At this time, we do not have the ability to remove these messages for single users.

If you require any further assistance, please let us know.

Please feel free to ignore these messages! For heavensake! The whole flaming point is that they can’t be ignored! They cover a goodly portion of screen space. Furthermore these messages are going to rotate and change throughout the year - there’s no intention to remove the damned things. And ‘Since you have already created an account’ sounds like there was no need to click on ‘Get started’  at all! After paying for what I consider a very good product to cover10 PCs for 10 years, I’m completely brassed off. It’s the very light ‘footprint’ and lack of constant nags one gets with other products that attracted me to Webroot in the first place.

Where to from here?

It came back once for me too and now appears to be gone permanently.

Same problem. Where’s the answer?

Same problem here.  Is there any fix for this annoyance?  I can log into my Webroot Management Console using the credentials I’ve been using for 10+ year without issue, but those credentials can’t be used for this pop up with ‘already have an account.’ And like others, I cannot create a new account to fix this.

I received a similar message, but without the “rotating” part—wholly unsatisfactory. They claimed their database showed that I hadn’t registered, when in fact I had. I had to re-register with a different email address because my old password didn’t have a capital letter. Clearly an example of Catch22.

Where to from here? I sent them another request and threatened them with losing a customer. Perhaps if enough people contact them and threaten to drop their program, they will get off of their fat programmer butts and fix the problem.

Color me disgusted.

SF

Thanks for your efforts by phone, stfranklin!

To be honest, I have doubts about the reassurance you were given that it would go away in ‘a couple of days’. Mine has been popping up for about a week now. I’m also concerned that even if this particular pop-up goes away soon, another will take its place in the ‘rotation’. 

I wrote back to Support to say their response was unsatisfactory and that I would soon have to uninstall Webroot, despite having over 700 days left on one of my key codes, paid three years in advance. I suggested that the pop-up could be removed in an instant via an upgrade, in the same way it was introduced. This morning I found a reply from Support indicating only that they ‘will forward your feedback to our Development team for further examination’. 

If this thing hasn’t gone away within a week I’ll have to uninstall, cancel my subscription and ask for a refund; I did not pay for this, but paid for the opposite, an unintrusive, light, fast and effective security program.

I think my Webroot is now working as it should. I had a few pop-ups after the ‘fix’ was declared, but it seems to have settled. Fingers crossed.

FYI, I’ve had the same pop-up issue with my WSA for almost 2 months; I’ve been lurking on this thread to see when it might resolve. I’m almost afraid to say that for the past 24 hours I have not had the pop-up appear and have booted up five times in that period. However, I see that others have had the pop-up disappear and then reappear a few days later, so I’m not celebrating just yet.

What I do want to report is that I had the exact same thing happen to me as what AV1 is reporting, regarding password-change and support emails not received. And I do not use gmail, I actually get my email through my ISP (as rare as that seems to be nowadays, lol).  My WSA auto-renewed in March and I got emails about that event, as usual, just fine.

However, when I tried to sign in to my existing account in the midst of the blizzard of blasted pop-ups, the system kept telling me that my email or password was incorrect, even though I had entered it correctly. (several tries, fyi) So I tried the “forgot my password” thing, thinking okay, I’ll change the darn password if you insist. AND…. never got any email. Tried it again. Zero, zip, nada. No email….no way to change the password.  No way to log in and create a support ticket.

At that point I gave up and began cursing Webroot every time I had to X out that stupid pop-up again.

I am really hoping that this issue is now well and truly fixed, but I am not inclined to test it by trying to log in --- like the old saying goes, ‘let sleeping dogs lie.’ Don’t want to do anything that may wake the pop-up monster up again.

But AV1, trust me, you were NOT alone with the no-email-received frustration. Exact same thing happened to me.

That’s what I’m waiting for from support, assuming they have one.

Thanks for calling..  

PS: Mine has been showing for about a week.   And I have registered and confirmed..

I think Webroot needs to pull their finger out and get this resolved, I never bother to write or complain about stuff but this is super annoying!

I’m sorry you are still having this issue when it has been resolved and no longer popping up for most everyone. Have you reached out to support yet? We absolutely have phone support - what numbers did you try?

Webroot Support:

Technical Support

SUBMIT A TICKET

Call 1 800 177 035

You are most definitely emailed whenever a response is put into the ticket and that has been the case for the 10 years I’ve used the ticketing system. I checked on your ticket searching for the same email that you used to sign up for this community. Did you check to see if it got caught in your spam folder? Sometimes that can happen. Feel free to DM me if you used another email you would like me to check. 

Also, if you respond to the ticket you can pick a time where someone will call you instead of having to wait on the phone, but that is up to you.