Hey there - our subscription ran out in September and I just renewed for another year yesterday. When we bought the computer, everything was put into my husband's name. When I renewed, I used my CC. How and when will we receive the new key code for the new subscription? I did add me to the account as an additional admin. My card hasn't yet been charged anything.
Thank you for any help!
Solved
Renewal
Best answer by shorTcircuiT
Exactly what I thought 🙂 My comments above, and Baldricks, should all be correct for you.@ wrote:
And it's the "Webroot SecureAnywhere" program we renewed through GeekSquad, btw. ?
Hello Sassington, welcome to the Webroot Community!
As your subscription expired in September, yet you were able to arrange for a renewal yesterday, I rather suspect that you have a Best Buy Subscription Software copy. If I am wrong, please let me know.
Best Buy does not do billing for Subscription Software in 'real time'. That means that when you provided your credit card, it was not processed on the spot: the billing information was entered to be used on the next daily billing batch.
The renewals are done daily in a single large batch, and so it can take 24 to 48 hours for your card to be charged. While the daily batch is generally finalized around midnight or so each day, the process of batching and pre-authorizing the cards begins much earlier, in the early afternoon. If you called after noon yesterday to provide your credit card, it was likely already too late to be included in last night's renewal batch. Most likely it will be charged on tonight's batch, and so when you turn on your computer and connect to the internet tomorrow morning you will see that your subscription has been renewed, and a check of your credit card will show the charge having been processed.
I hope this helps, but let me know if you have any questions.
As your subscription expired in September, yet you were able to arrange for a renewal yesterday, I rather suspect that you have a Best Buy Subscription Software copy. If I am wrong, please let me know.
Best Buy does not do billing for Subscription Software in 'real time'. That means that when you provided your credit card, it was not processed on the spot: the billing information was entered to be used on the next daily billing batch.
The renewals are done daily in a single large batch, and so it can take 24 to 48 hours for your card to be charged. While the daily batch is generally finalized around midnight or so each day, the process of batching and pre-authorizing the cards begins much earlier, in the early afternoon. If you called after noon yesterday to provide your credit card, it was likely already too late to be included in last night's renewal batch. Most likely it will be charged on tonight's batch, and so when you turn on your computer and connect to the internet tomorrow morning you will see that your subscription has been renewed, and a check of your credit card will show the charge having been processed.
I hope this helps, but let me know if you have any questions.
Hi Sassington
Welcome to the Community Forums.
Who actually pays for the renewal does not actually matter as far as I know...the fact is that you have renewed. As you are renewing after expiry it does not matter whether your original purchase was the Best Buy version or Webroot's...it was after expiry. Given that you have yet to see the subscription come through I am suspecting that it is Best Buy and it can take up to and sometimes more than 24 hours for the renewal to work its way through the back office systems from Best Buy who charge you to Webroot who add time on for the renewal.
If you have not seen anything move by Monday morning contact the persons through which you did the renewal to chase up the status and also let us know here as we may be able to find out through other means.
Most importantly, you are posting in the Antivirus forum so I hope that you are using that version because if yo are using a version that has the Password Manager and/or Back Up & Sync functionality then if you are renewing more than 30 days after expiry you may well have lost any such related data held, but you should contact Support to see if they can retain your data. But if it is the Antivirus version you currently use then disregard this part.
Let us know how things pan out and do come back if you have any further questions.
Regards, Baldrick
Welcome to the Community Forums.
Who actually pays for the renewal does not actually matter as far as I know...the fact is that you have renewed. As you are renewing after expiry it does not matter whether your original purchase was the Best Buy version or Webroot's...it was after expiry. Given that you have yet to see the subscription come through I am suspecting that it is Best Buy and it can take up to and sometimes more than 24 hours for the renewal to work its way through the back office systems from Best Buy who charge you to Webroot who add time on for the renewal.
If you have not seen anything move by Monday morning contact the persons through which you did the renewal to chase up the status and also let us know here as we may be able to find out through other means.
Most importantly, you are posting in the Antivirus forum so I hope that you are using that version because if yo are using a version that has the Password Manager and/or Back Up & Sync functionality then if you are renewing more than 30 days after expiry you may well have lost any such related data held, but you should contact Support to see if they can retain your data. But if it is the Antivirus version you currently use then disregard this part.
Let us know how things pan out and do come back if you have any further questions.
Regards, Baldrick
Webroot SecureAnywhere Complete Beta Tester v9.0.24.49, imaged by Macrium Reflect v7.2
Very well put Baldrick ;)
Thank you for the mention of possible data loss from the Password Manager....I forgot to put that in!
Thank you for the mention of possible data loss from the Password Manager....I forgot to put that in!
Thank you all... I had read that payment would be processed today but wasn't sure what to expect thereafter. Since it hadn't cleared my account yet today, I thought I'd give it a few more days to process. I just didn't know if my husband would get the new key code emailed to him since he's primary on the account or if the program on my computer would automatically update on its own. The program itself is still urging us to renew lol.
There will not be a new key code. Since you are renewing, your old key code will still be used, the software will just automatically update to the new expiration date once the billing batch is finalized tonight 🙂
And it's the "Webroot SecureAnywhere" program we renewed through GeekSquad, btw. ?
1 person likes this
Exactly what I thought 🙂 My comments above, and Baldricks, should all be correct for you.@ wrote:
And it's the "Webroot SecureAnywhere" program we renewed through GeekSquad, btw. ?
Hi Sassington
You are most welcome...and do come back and drop in from time to time whether or not you have an issue or questions...there is much to enjoy here and numerous forums to contribute to...:D
Regards, Baldrick
You are most welcome...and do come back and drop in from time to time whether or not you have an issue or questions...there is much to enjoy here and numerous forums to contribute to...:D
Regards, Baldrick
Webroot SecureAnywhere Complete Beta Tester v9.0.24.49, imaged by Macrium Reflect v7.2
+7Just heads up I used to auto renew also but Web root saved me tons by buying from them direct
Saved over 50% on price and covers 5 devices!!!!
Saved over 50% on price and covers 5 devices!!!!
Yes, that can happen sometimes! Auto renew makes thing a lot easier and worry free. For those that use the Password Manager or Backup&Sync, renewing is easier as a new key code would require that the data of the Password Manager and Backup be transferred from the old key code to the new key code.@ wrote:
Just heads up I used to auto renew also but Web root saved me tons by buying from them direct
Saved over 50% on price and covers 5 devices!!!!
Renews are always at the standard list price, but as you have seen sometimes Webroot DOES offer special discounts that make a new purchase cheaper than a renew.
The only thing we ask here is that you do NOT posts any links to any discount purchase pages. While some are actually allowed, many are not, particulary any that are actually from a 3rd party site.
1 person likes this
Hey one and all - I just wanted to update all who helped along the way. It's been three long days of waiting for my Webroot subscription to renew. My cc still hasn't been charged so that got me worried. My computer has been infected with something for the past week or so that Webroot has determined to be 4 infections and I can't quarantine it until my subscription is renewed. Every time I open a Web page, the computer freezes or the Web page closes by itself. It's very frustrating.
I called the GeekSquad customer service line and the agent told me they are doing a server update and are unable to process online renewal payments so she took payment over the phone for renewal. She said it should process in the next 24 hours and my renewal should update in the next 2-3 days.
This ordeal has been super fun. Hopefully once my subscription updates, I'll be able to remove whatever is causing my computer to be wonky. I've been trying to avoid doing anything important on it in the meantime.
Thank you one and all.
I called the GeekSquad customer service line and the agent told me they are doing a server update and are unable to process online renewal payments so she took payment over the phone for renewal. She said it should process in the next 24 hours and my renewal should update in the next 2-3 days.
This ordeal has been super fun. Hopefully once my subscription updates, I'll be able to remove whatever is causing my computer to be wonky. I've been trying to avoid doing anything important on it in the meantime.
Thank you one and all.
1 person likes this
Good morning!
I am sorry you have having such a hard time with this and the Best Buy renewal... but I do have a couple of items of interest for you should you decide to call Best Buy about the issue again.
1) Best Buy Subscriptions come with a 30 day payment grace period. This means that the software, though past due for renew, is supposed to be fully working and protecting your computer for 30 days past the renewal date.
If your software is not protecting you and you have indeed become infected, once the payment has gone through you can call them and request to speak to a supervisor about this as they should be able to provide you further help wit this.
2) If you also have a subscription to Geek Squad Tech Support, that includes unlimited services, and those services includes virus/malware removal.
If you still have problems with any malware on the computer following the above options, please let us know.@ woud you be able to follow up on this and/or follow the current channels to escalate a customer issue to Best Buy for resolution if need be? Nic, I am sending you a PM regarding the escalataion process. Thanks!
I am sorry you have having such a hard time with this and the Best Buy renewal... but I do have a couple of items of interest for you should you decide to call Best Buy about the issue again.
1) Best Buy Subscriptions come with a 30 day payment grace period. This means that the software, though past due for renew, is supposed to be fully working and protecting your computer for 30 days past the renewal date.
If your software is not protecting you and you have indeed become infected, once the payment has gone through you can call them and request to speak to a supervisor about this as they should be able to provide you further help wit this.
2) If you also have a subscription to Geek Squad Tech Support, that includes unlimited services, and those services includes virus/malware removal.
If you still have problems with any malware on the computer following the above options, please let us know.
Thank you so much... Within an hour, my subscription updated and I was able to remove the threats listed on my program. As of right now, my computer doesn't seem to be acting like it was and it appears to be running smoothly again.
Thank you all so much for your help. It's greatly appreciated!! ;)
Thank you all so much for your help. It's greatly appreciated!! ;)
Reply
Login to the community
No account yet? Create an account
Enter your E-mail address. We'll send you an e-mail with instructions to reset your password.