Webroot won't let me log in mobile?

  • 6 October 2014
  • 5 replies

I've recently gotten a subscription for best buy and after using it to clean up my aunts infected computer I fell in love with it's performance. I've tried getting it for my galaxy s-5 however, upon logging in and entering in the credentials, I encountered an error... it says; "The keycode you entered is not valid. (152)" I'm pretty sure on the box it said I could protect up to 3 devices. (My laptop and my aunts computer are good so far but...) I don't understand. Is it merely an update error or is it something else?

Best answer by cindweeeeb 6 October 2014, 05:02

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Userlevel 7
Hello cindweeeeb, welcome to the Webroot Community!
The Best Buy version does indeed cover up to three devices.  There might be a couple different things going on here.  First of all, make sure you are typing in the key code correctly.  In the past, there has often been some difficult in reading the keycodes, common errors being 0/O, l/1, B/8, etc etc etc.  If you are simply  not able to read the key code at all for some reason, please call 1-800-GEEK-SQUAD for assistance in recovering the key code.
Also, make sure you are using the correct download.  The Best Buy key codes will ONLY work with the Best Buy download: the standard installer will not work.  Please look below in my signature for the correct Best Buy verion download link.
I hope this helps, please let us know if we can help further.
I've made sure I have read the keycode right and have double checked with the packaging and desktop application as well.

Since I'm trying to get it for my android phone, are you saying I have to install the best buy version for my phone from the link you provided?
Userlevel 7
Ah.... there is the rub.  Android.  Now we have something definate :)
To use the Mobile version, you must pay attention to several things... not just the download.  Please refer to the Best Buy download link below to find the correct download, but there are many other things that need to be checked.  The following is a copy/paste of the various issues we commonly see with installing on a mobile device.
In the areas below referring to submitting a Trouble Ticket, you will need to call 1-800-GEEK-SQUAD instead.
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, 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 Key Code expired or does not match the key code for your computer, you may need to Submit A Trouble Ticket for assistance.  Changes to settings in the Account Console can take 20-30 minutes to take effect, so grab a chair, a nice cold glass of water and relax a few minutes.  
Hopefully SOMETHING in this overly long reply will help!  
Haha, I saw the wall of text and I was like;@__
I didn't do what you reccomended though, instead, I redownloaded the non premium version of the application on my android device > logged in (this one didn't require a key) > went to the settings > entered in the key I had on the back of my package/disk thingy > TADA! Lo and behold, it works. 
It was something I should've done in the first place before posting a question... but thank you very much. 🙂 The fact that you guys replied super quickly is amazing. Thank you!
Userlevel 7
You are very welcome!  Somewhere in that wall of text was a link to that right download LOL, but I think you found it quicker on your own :)
Glad everything is working now, and please feel free to stop by anytime we can be of help!