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email support says it knows my email address but won't take my password
Webroot Security Anywhere Complete -- Installed new keycode last week for another year . Online console shows valid for 359 days. However, today I can't login to the password manager toolbar on my browser. Message says "you account has been deactivated". Online console shows password grayed out and says that I need to buy an new code. WHAT? Already done that!
Best answer by Baldrick
Hi jb4653
Welcome to the Community Forums.
I am afraid to say that you have fallen 'victim' to the 'pseudo' renewal issue that affects users of Password Manager and also Backup & Sync users.
If you currently use either Internet Security Plus or Complete versions and the Password Manager and or the Back up & Sync features, then moving to a new keycode, i.e., the 'pseudo' renewal I mentioned above rather than a true renewal of your previous keycode, will mean that you can no longer access your data stored against the old keycode.
The reason for this is that the access to the data is keyed to the keycode and obviously if you change keycode you will not be able to access data keyed under the old keycode when using the new keycode.
In this case you need to Open a Support Ticket and ask the Support Team to transfer the data from current to new keycode, once you have activated the latter...you have about 30 days, from the activation of the new keycode, to do that before the data is deleted.
If you have to do this and run into any issues do come back here and we can see if our Community Manager Nic can sort things out (as he usually can ;)).
Hope that helps?
Regards, Baldrick
Welcome to the Community Forums.
I am afraid to say that you have fallen 'victim' to the 'pseudo' renewal issue that affects users of Password Manager and also Backup & Sync users.
If you currently use either Internet Security Plus or Complete versions and the Password Manager and or the Back up & Sync features, then moving to a new keycode, i.e., the 'pseudo' renewal I mentioned above rather than a true renewal of your previous keycode, will mean that you can no longer access your data stored against the old keycode.
The reason for this is that the access to the data is keyed to the keycode and obviously if you change keycode you will not be able to access data keyed under the old keycode when using the new keycode.
In this case you need to Open a Support Ticket and ask the Support Team to transfer the data from current to new keycode, once you have activated the latter...you have about 30 days, from the activation of the new keycode, to do that before the data is deleted.
If you have to do this and run into any issues do come back here and we can see if our Community Manager Nic can sort things out (as he usually can ;)).
Hope that helps?
Regards, Baldrick
Hi jb4653
Welcome to the Community Forums.
I am afraid to say that you have fallen 'victim' to the 'pseudo' renewal issue that affects users of Password Manager and also Backup & Sync users.
If you currently use either Internet Security Plus or Complete versions and the Password Manager and or the Back up & Sync features, then moving to a new keycode, i.e., the 'pseudo' renewal I mentioned above rather than a true renewal of your previous keycode, will mean that you can no longer access your data stored against the old keycode.
The reason for this is that the access to the data is keyed to the keycode and obviously if you change keycode you will not be able to access data keyed under the old keycode when using the new keycode.
In this case you need to Open a Support Ticket and ask the Support Team to transfer the data from current to new keycode, once you have activated the latter...you have about 30 days, from the activation of the new keycode, to do that before the data is deleted.
If you have to do this and run into any issues do come back here and we can see if our Community Manager Nic can sort things out (as he usually can ;)).
Hope that helps?
Regards, Baldrick
Welcome to the Community Forums.
I am afraid to say that you have fallen 'victim' to the 'pseudo' renewal issue that affects users of Password Manager and also Backup & Sync users.
If you currently use either Internet Security Plus or Complete versions and the Password Manager and or the Back up & Sync features, then moving to a new keycode, i.e., the 'pseudo' renewal I mentioned above rather than a true renewal of your previous keycode, will mean that you can no longer access your data stored against the old keycode.
The reason for this is that the access to the data is keyed to the keycode and obviously if you change keycode you will not be able to access data keyed under the old keycode when using the new keycode.
In this case you need to Open a Support Ticket and ask the Support Team to transfer the data from current to new keycode, once you have activated the latter...you have about 30 days, from the activation of the new keycode, to do that before the data is deleted.
If you have to do this and run into any issues do come back here and we can see if our Community Manager Nic can sort things out (as he usually can ;)).
Hope that helps?
Regards, Baldrick
Webroot SecureAnywhere Complete Beta Tester v9.0.24.49, imaged by Macrium Reflect v7.2
Thanks Same problem for the past 3 years. Apparently they can't (or won't) fix this. I sent support email.
Hi jb4653
Sorry to disappoint but this is not a bug...it is by design and in my humble quite understandable. The Password Manager data is held in the Webroot Cloud and as such needs to be keyed on something unique, and the chosen key includes that very unique item which is the user's keycode...makes perfect sense to my way of thinking.
If one just renewed the existing subcrption there would be no issue but a renewal by purchasng a new subscription and therefor a new keycode is what causes the 'issue'. I completely understand why one might not want to do a 'real' renewal and might opt for a 'pseudo' renewal, i.e., to get a better price/deal, but if one does then the needs to request the transfer is the 'price' that one has to pay for doing the 'pseudo' renewal.
Anyway, hopefully the Support Team will be able to sort you in good order.
Regards, Baldrick
Sorry to disappoint but this is not a bug...it is by design and in my humble quite understandable. The Password Manager data is held in the Webroot Cloud and as such needs to be keyed on something unique, and the chosen key includes that very unique item which is the user's keycode...makes perfect sense to my way of thinking.
If one just renewed the existing subcrption there would be no issue but a renewal by purchasng a new subscription and therefor a new keycode is what causes the 'issue'. I completely understand why one might not want to do a 'real' renewal and might opt for a 'pseudo' renewal, i.e., to get a better price/deal, but if one does then the needs to request the transfer is the 'price' that one has to pay for doing the 'pseudo' renewal.
Anyway, hopefully the Support Team will be able to sort you in good order.
Regards, Baldrick
Webroot SecureAnywhere Complete Beta Tester v9.0.24.49, imaged by Macrium Reflect v7.2
Can someone from Webroot fix this problem for me? I opened a support ticket - no response. I added my code so that it could be easily linked to my account. All of the services appear to be correct (shows the number of days since I updated the keycode) except Password Management and Backup/Sync.
Hi jb4653
Glad to see that the 'issue' is sorted for you. It can take a little longer for responses over a weekend. And now that you know what will happen if you 'pseudo' renew this coming year you will also know what to do in terms of getting the issue sorted once more. ;)
Regards, Baldrick
Glad to see that the 'issue' is sorted for you. It can take a little longer for responses over a weekend. And now that you know what will happen if you 'pseudo' renew this coming year you will also know what to do in terms of getting the issue sorted once more. ;)
Regards, Baldrick
Webroot SecureAnywhere Complete Beta Tester v9.0.24.49, imaged by Macrium Reflect v7.2
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