Best buy, Webroot Geeksquad cant find my account D:

Hello Duburu, welcome to the Community
 
I am not sure I understand.. do you mean to say that Best Buy shows you have a subscription for Kaspersky, but you have, and have been using, WSA?
 
Was Best Buy able to find any account of yours, such as Kaspersky or Geek Squad Tech Support?

When i bought my computer, the best buy employee give me webroot secureanywhere for 3 device, for free, and when I get my computer to my house. there was no Kaspersky install in the computer, there is only window essential security so i install webroot immediately, webroot work fine for the rest of the years, until this month when it expire. and to renew it i need to goes to geek squad but when i call them, using my member number they cant find me, and said that my computer subscription is Kaspersky.
 
And for a while webroot keep saying need to activate subscription

also when i goes to Renew my account on the webroot website with the keycode, it link me to the Geek Squad site:
Uh oh. Something in the URL link broke. Please call one of our agents at 1-800 GEEKSQUAD (1-800-433-5778) so we can help renew your offer.

I know exactly what happened, as I used to be a top escalation agent at Geek Sqaud for the Subscriptions.  I am sorry that you were not given a better experience when you called, even though I no longer work there... the agent that told you that you have Kaspersky not Webroot SHOULD have escalated the matter up to whoever has the job I had.  I was the first one to know about the issue and how to fix it.
 
You have a couple of options here.  
 
1) Call Geek Squad back, and try to get the matter escalated to the "S2 Back Office" to get a Webroot Subscription issued instead of the Kaspersky.
 
2) Decide to switch to Kaspersky (I do not suggest this option.  WSA is, I think, a superior product and easier to use by far.)
 
3) Just plain purchase a new copy of WSA through Best Buy OR directly from Webroot.  (Purchasing directly from Webroot will mean that Support for your software will then be directly from Webroot, not Best Buy).
 
BEFORE you decide, please consider the following: If at the time of your computer purchase you also purchased Geek Squad Tech Support, AND if you are planning to renew the Tech Support, the price of Tech Support may be a LOT higher by itself than what Tech Support and Webroot are combined.  I do not know current pricing, but when I was working there 18 months ago the standard price of Tech Support was $200 per year.  Most of the time when renewing Tech Support AND an AV, the price was $100 at most for the Tech Support, and $49 at most for the AV (Often even steeper discounts were applied).
 
One last thing, as a favor, could you PM our Community Manager ? with your Webroot Key Code (the expried one) OR the Best Buy Serial Number if you have that so he can check a few things at the Webroot Back End?
 
?  Please PM or Email me about this thread.  I would like to compare a few notes about it.  There may be a bug that needs attention.  Thanks!
 
 
I hope I have explained things, but if you have any questions, just let me know!

I dont have a best buy tech support
Is there a step by step to purchase it from the webroot website?