Hi there, I've just purchased a new tablet and went to install Webroot Complete. I downloaded the app and on the first Account Lookup screen, I type in my info and the CORRECT keycode, but I get an error message saying it is not the right keycode.
I already have two devices with Webroot installed using this exact keycode. I even checked on my account to verify it and the code I'm using is correct.
Is this a software issue? What can I do?
I'm on a Samsung Galaxy Tab A running Android 6.0.1
I only have one month left on my subscription and would like to renew, but if this problem continues I likely will not.
If anyone could help I would greatly appreacite it. Thanks in advance
Hi Hytti7
Welcome to the Community Forums.
This can be caused by quite a few different things. The first thing to check is to make sure your device is connected to the internet correctly. (Sometimes the simple things work!) Try to access a web page to make sure it is working!
Next, make sure you have the right version downloaded for your license of WSA. Please refer to this KB Article for help.
There are several other common issues, and this KB Article may help as well.
Next, go to the Account Console and log in. If you have not yet created your Account Console, you need to do this in order to log into the mobile apps correctly.
Once logged in, click your email address at the upper right corner and choose "Manage Users" from the dropdown.
Locate the profile (Email address) you are wanting to use to log in. Check to make sure that all permissions are set to Access. If you have WSA Internet Security Plus for your computer, you will need Mobile Security and Password access.
If you have WSA Complete for your computer (which it looks like you have as you have posted in the Complete Forum, you will need Mobile Security, Back & Synch and Passwords all set to access. If you do not have a license for your computer, and are using only the standalone Android app, you will need just Mobile Security set to access.
If these permissions are not correct, click the little "person icon" at the far right end of the profile you need to edit. On the next screen, click the Access & Permissions tab at the top.
Adjust your settings here, and while you are here check the key code listed. If you are using the Mobile App as part of the protection you received with WSA for your computer, the key code must not be expired, and if you have WSA Internet Security Plus or WSA Complete for your computer this key code should match what you are using on the computer application.
If the above does not help (given that your Key Code has not expired & you say it matches the key code for your computer) you may need to Submit A Support Ticket for assistance. Please note however, that changes to settings in the Account Console can take 20-30 minutes to take effect, so you may need to wait a while before knowing if you need to or not.
Hopefully, something in terms of the above will be of assistance.
Regards, Baldrick
Welcome to the Community Forums.
This can be caused by quite a few different things. The first thing to check is to make sure your device is connected to the internet correctly. (Sometimes the simple things work!) Try to access a web page to make sure it is working!
Next, make sure you have the right version downloaded for your license of WSA. Please refer to this KB Article for help.
There are several other common issues, and this KB Article may help as well.
Next, go to the Account Console and log in. If you have not yet created your Account Console, you need to do this in order to log into the mobile apps correctly.
Once logged in, click your email address at the upper right corner and choose "Manage Users" from the dropdown.
Locate the profile (Email address) you are wanting to use to log in. Check to make sure that all permissions are set to Access. If you have WSA Internet Security Plus for your computer, you will need Mobile Security and Password access.
If you have WSA Complete for your computer (which it looks like you have as you have posted in the Complete Forum, you will need Mobile Security, Back & Synch and Passwords all set to access. If you do not have a license for your computer, and are using only the standalone Android app, you will need just Mobile Security set to access.
If these permissions are not correct, click the little "person icon" at the far right end of the profile you need to edit. On the next screen, click the Access & Permissions tab at the top.
Adjust your settings here, and while you are here check the key code listed. If you are using the Mobile App as part of the protection you received with WSA for your computer, the key code must not be expired, and if you have WSA Internet Security Plus or WSA Complete for your computer this key code should match what you are using on the computer application.
If the above does not help (given that your Key Code has not expired & you say it matches the key code for your computer) you may need to Submit A Support Ticket for assistance. Please note however, that changes to settings in the Account Console can take 20-30 minutes to take effect, so you may need to wait a while before knowing if you need to or not.
Hopefully, something in terms of the above will be of assistance.
Regards, Baldrick
Webroot SecureAnywhere Complete Beta Tester v9.0.24.49, imaged by Macrium Reflect v7.2
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