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No reset password email from WEBROOT

  • April 19, 2019
  • 13 replies
  • 224 views
R
Fresh Face
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For some reason I can not reset my password using "forgotton password" ... Response is to check email for link but I never recieve an email ...not in my junk or spam folders ... and the e mail address used is active and works.
    TripleHelix

    13 replies

    ProTruckDriver
    Moderator
    Hello @Retire now , Welcome to the Webroot Community Forum.☺️

    Please submit a Support Ticket or Contact Webroot Support to sort this problem. This service is FREE with a Paid Subscription.
    Support Ticket System is Open 24/7

    Note: When submitting a Support Ticket, Please wait for a response from Support. Putting in another Support Ticket on this problem before Support responses will put your first Support Ticket at the end of the queue.

    HTH,
    Dave.
    Mac Mini, M-4, 24 GB Memory, 1 TB SSD, macOS Sequoia 15.7.2 ~ Backup with: Time Machine & iCloud. PWM: RoboForm. 👁¿👁 Spam Annihilater 👁¿👁
    Jasper_The_Rasper
    Ssherjj
    R
    Fresh Face
    Forum|alt.badge.img+1
    • Retire now
    • Author
    • Fresh Face
    • April 19, 2019
    Thanks for the suggestion ,,, but this is my "CATCH22" problem ... The input for a support ticket ask me for my password - which I do not remember! When I ask forgot Passord I never get an email response to help reset it.

    I tried calling Best BUY Geek squad but they went as far as they could and directed back to the WEBROOT website to work directly with them. Geek Team did not see anything with my PC setup to block an email from WEBROOT.

    do u know if there is a phone number to call?
    ProTruckDriver
    Moderator
    I'm going to ping our Forum Administrator @LLiddell Maybe she can look at your account by way of your keycode and solve this problem.
    Mac Mini, M-4, 24 GB Memory, 1 TB SSD, macOS Sequoia 15.7.2 ~ Backup with: Time Machine & iCloud. PWM: RoboForm. 👁¿👁 Spam Annihilater 👁¿👁
    Ssherjj
    LLiddell
    Forum|alt.badge.img+36
    • LLiddell
    • Retired Webrooter
    • April 19, 2019
    Sent you a private message.
    ProTruckDriver
    Ssherjj
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    D
    Fresh Face
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    • diparnell
    • Fresh Face
    • February 6, 2020

    I am having the same problem.  I do not recieve the email after using the forgot my password. I have submitted a ticket for support.  How long should it take to get a response after submitting a ticket.

    R
    Fresh Face
    Forum|alt.badge.img+1
    • Retire now
    • Author
    • Fresh Face
    • February 6, 2020

    sorry diparnell to say but I am not sure I ever got this sorted out.  I never got an email from them with a reset.  With some luck I finally recalled my pass word (which since that time I wrote it down).  The issue was some how WEBROOT does not receive my request thus they do not respond.  If they did their email does not make to the AT&T server (which host my e mail account).  Reset e mail are fast and automatic so you should get it quickly.  Make sure you check you spam and junk mail folders.  In my case I use outlook so I need to check that folder and then I need to log into the AT&T (Yahoo Mail Service) and check my spam folder there. 

     

    LLiddell had sent me a private message( see above) but I did not find note that to recall if that had helpful information.

    Good luck

    Ssherjj
    D
    Fresh Face
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    • diparnell
    • Fresh Face
    • February 7, 2020

    Thank you Retire now.  I use AT&T email also.  I have checked all the others folders as well, but still nothing.

    Ssherjj
    Moderator
    Forum|alt.badge.img+62
    • Ssherjj
    • Moderator
    • February 7, 2020

    Hello @diparnell ,

     

    Sorry for the inconvenience that Webroot has caused you. Your password reset email should come right away. It usually does for me anyways. i use Outlook/Gmail/.

    Let me ping our Community Manager @freydrew to see if he can help you to get this resolved sooner. Drew should be in tomorrow around 10 am (MST).

    Hope this helps?

    IMac 2021 27 in i5 Retina 5, iMac OS Sequoia (15.7.2), Security: iPads, ALIENWARE 15 R6, W11 Microsoft Windows Workstation, x64, Webroot® SecureAnywhere™ Internet Security Complete, Android Samsung Galaxy Ultra Note 23, Webroot Beta Tester
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    • freydrew
    • Retired Webrooter
    • February 11, 2020

    Hi @diparnell , 

    Can you private message me the email address in question? Support might be able to do something over the phone with you since you’re not getting the reset password email. They will need to verify that it’s you though, fyi. 

    Let me know in a pm and I will talk with support to see what’s going on. 

    Thanks

    Ssherjj
    Moderator
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    • Ssherjj
    • Moderator
    • February 11, 2020

    Hi @diparnell , 

    Can you private message me the email address in question? Support might be able to do something over the phone with you since you’re not getting the reset password email. They will need to verify that it’s you though, fyi. 

    Let me know in a pm and I will talk with support to see what’s going on. 

    Thanks

    Thank you Drew for your assistance! 😊

    IMac 2021 27 in i5 Retina 5, iMac OS Sequoia (15.7.2), Security: iPads, ALIENWARE 15 R6, W11 Microsoft Windows Workstation, x64, Webroot® SecureAnywhere™ Internet Security Complete, Android Samsung Galaxy Ultra Note 23, Webroot Beta Tester
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    Fresh Face
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    • diparnell
    • Fresh Face
    • February 11, 2020

    Thanks I got this taken care of through Webroot Phone Support.

    Jasper_The_Rasper
    Ssherjj
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    Ssherjj
    Moderator
    Forum|alt.badge.img+62
    • Ssherjj
    • Moderator
    • February 11, 2020

    Thank you @diparnell for letting us know! That's great that this was resolved.  😊

    IMac 2021 27 in i5 Retina 5, iMac OS Sequoia (15.7.2), Security: iPads, ALIENWARE 15 R6, W11 Microsoft Windows Workstation, x64, Webroot® SecureAnywhere™ Internet Security Complete, Android Samsung Galaxy Ultra Note 23, Webroot Beta Tester
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    • freydrew
    • Retired Webrooter
    • February 11, 2020

    Happy to hear it! 

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