Hello,
on February I bought some 20 WSAV licenses from an online seller. I activated 2-3 of them during the last 7 months.
Yesterday I tried to activate another installation. For that purpose I used one of the keys I had, let's call it keyA. After installation, the key appeared to be expired for some reason. The firewall and identity shields were down, but the other protection systems were ok for some time.
Question (1): Does this mean that the key was once active and I was sold a used key? Or do keys come with an expiration date of some sort?
Later on, all systems went down unfortunately... At that point I found out that a text file was present on the desktop, with a filename along the lines of "new webroot key" or something. This text file contained a message that I should use a new activation key instead, let's call that keyA_new.
I inserted this key, but this time received another message, that the key was valid, but expired. I was also offered renewal options.
Things got messy from that point. There was something along the lines that the key was blacklisted in the webroot backend. Sorry, but I do not have the exact message.I did try to activate with another key, let's call it keyB. It would not accept it at all.
I made a third try with another key keyC and was successful. All these trials took place on another system. I even took the plunge and "wasted" one of the keys on my own system, uninstalling the AV product I had, in order to check things out. The tried license, keyD worked just fine.
I am at a loss on what has happened here. I opened a ticket with tech support some 12 hours ago, but I have still not received any response. I provided the exact key codes as well as ALL key codes purchased, in order to find out what happened.
If there's someone from webroot reading this and can help, please do so. This is not the first time I am encountering issues with WSA, be it either false positives on web access or (much worse) licenses going the /dev/null way to oblivion, for no apparent reason...
I would continue to wait for Webrrot supports response, im sure they will get to you as soon as they can.
Some food for thought on this issue while you are waiting...
Buying 20 license keys at once from an online vendor "probably at a cheap discount", did the thought occur to you they may just be selling pirated keys, and hence the black listing as the keys are used and discovered? It is sure a posibility.
As stated above, i would wait until you hear from support on the verdict of the keys you submitted.
Some food for thought on this issue while you are waiting...
Buying 20 license keys at once from an online vendor "probably at a cheap discount", did the thought occur to you they may just be selling pirated keys, and hence the black listing as the keys are used and discovered? It is sure a posibility.
As stated above, i would wait until you hear from support on the verdict of the keys you submitted.
Valid line of thought here indeed, however I always try to filter out the seller. I always preferred to buy from Amazon UK directly, or from ebay sellers with a near perfect feedback. Guess I got unlucky / unwise / moron here, take your pick...
+3Hello ? and Welcome.
Support should respond very soon, and it's worth bearing in mind that Monday is usually their busiest day.
If you haven't heard anything later, then maybe ? or someone can look up the ticket to check.
One must be careful when buying "special offers" on licenses via eBay, Amazon etc.
"make sure that the source of that discounted copy is a legit reseller. I have seen expired key codes being sold by individuals on Ebay and Amazon, and if you happen to purchase such an expired key code from a non authorized seller there is no support or refund path available to you from Webroot." From here
There is a phone number to call also, if you wish: http://www.webroot.com/gb/en/company/contact-us
Support should respond very soon, and it's worth bearing in mind that Monday is usually their busiest day.
If you haven't heard anything later, then maybe ? or someone can look up the ticket to check.
One must be careful when buying "special offers" on licenses via eBay, Amazon etc.
"make sure that the source of that discounted copy is a legit reseller. I have seen expired key codes being sold by individuals on Ebay and Amazon, and if you happen to purchase such an expired key code from a non authorized seller there is no support or refund path available to you from Webroot." From here
There is a phone number to call also, if you wish: http://www.webroot.com/gb/en/company/contact-us
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Might I suggest that you verify that your key codes are NOT Best Buy Subscription Software? If they are.. then there is nothing you can do. Best Buy Subscriptions activate upon initial purchase, and resale/transfer of them is not allowed.
Look at the back of the box at the lower left corner. If there is a Best Buy Serial Number, than it is indeed an improperly resold Best Buy Subscription copy. In order to resolve the issue you will have to contact the seller you purchased from.
Look at the back of the box at the lower left corner. If there is a Best Buy Serial Number, than it is indeed an improperly resold Best Buy Subscription copy. In order to resolve the issue you will have to contact the seller you purchased from.
I believe BB subscriptions have license keys starting with TTBB or something along those lines. The license keys I have are not like that.
No.. they do not have keys that begin with that. They also begin with WRSA, just like any other key, so chances are you will not recognize the difference. If you received boxes with your keys, check for the Best Buy Serial Number.
If you did NOT receive boxes with your keys, and purchased from a seller on EBay, obviously the original packaging has been opened in order for that person to remove the key codes.. and that in itself is strongly suggestive of improper sales practices at the very least.
If you did NOT receive boxes with your keys, and purchased from a seller on EBay, obviously the original packaging has been opened in order for that person to remove the key codes.. and that in itself is strongly suggestive of improper sales practices at the very least.
For what it is worth, I spent 3 years working as the top escalations agent for Best Buy / Geek Squad Subscriptions Software. I do know how that system works, how the key codes work, etc.
In the course of doing my job, I happened to discover a key code from time to time that had obviously been improperly distributed, and it was a rather simple matter for me to get it permanently blocked from use. Best Buy and Webroot both work to identify key codes that have been improperly distributed and mark them as either cancelled or blacklisted.
In the course of doing my job, I happened to discover a key code from time to time that had obviously been improperly distributed, and it was a rather simple matter for me to get it permanently blocked from use. Best Buy and Webroot both work to identify key codes that have been improperly distributed and mark them as either cancelled or blacklisted.
1 person likes this
I see...
In any case, the webroot ticketing / support system is rather ... lacking (to put it very VERY mildly). I can not see the ticket I opened yesterday, complete with keys etc. I hope that someone from webroot sees my message here, in order to provide him with my account details, in order to let me know whether they have got the full problem reports...
In any case, the webroot ticketing / support system is rather ... lacking (to put it very VERY mildly). I can not see the ticket I opened yesterday, complete with keys etc. I hope that someone from webroot sees my message here, in order to provide him with my account details, in order to let me know whether they have got the full problem reports...
@ wrote:
I see...
In any case, the webroot ticketing / support system is rather ... lacking (to put it very VERY mildly). I can not see the ticket I opened yesterday, complete with keys etc. I hope that someone from webroot sees my message here, in order to provide him with my account details, in order to let me know whether they have got the full problem reports...
Done 🙂
1 person likes this
+56For the email address associated with your community account, the only thing showing is a ticket from 2014. Did you submit the ticket under a different email address?
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