@ wrote:

I have renewed my subscription thru webroot because it just expired. Once I did i received my new key code via email. I tried the new key code and it said it was expired do I want to renew? I already renewed? I uninstalled & reinstalled thinking this would help. I followed the instructions and entered the new key code where it says to enter it. It still says key code is expired do you want to renew? I have a new key code??? I have submitted a support ticket & the only response that I received was instructions on how to do it. I follwed the instructions and I still get the message. Please help. I have messaged one of the mods on here. I'm waiting for an anser. i would like to have the product that I had paid for up and running please.

 

Thank you

Hello mindyandy420,

 

Sorry you are having these issues. I would like you to know that you are still protected by Webroot even though it's saying it's expired.

 

 

 

Log into the Console,

Click your Email address at the upper right corner

Select Manage Users

Click the Edit link of the profile you want to check

Click the Access & Permissions tab

 

At the bottom, you will note which exact key code that User is tied to.

 

You did the exact correct action already, filing that Trouble Ticket.

If you've already contacted the Support Team maybe @  can look at this on the backside or esculate this problem further?

Forgot to mention that  you might have to wait for Monday for nic to look this up for you.

 

 

 

Be patient and we will get this running for you ASAP.

 

@ can you also help here?

 

Thanks,

 

 

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I am not sure if the computer is protected.  Best Buy Subscripions are as they have a renewal grace period, but renewals directly through Webroot do not as far as I know.

 

Getting a new key code via email indicates that instead of renewing, a new purchase was executed.  If the key code is not working, you will need to contact Webroot Sales. (1-866-612-4268 M-F 7 am-8 pm (MST) or Sat/Sun 9 am-4 pm (MST).)

 

@ Would you also be able to follow up with this customer and the issue?  (There are no Webroot staff on the Community at this time of night, but Nic will be on tomorrow morning.)

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I looked in your account and found the keycode that is active.  I'll PM that to you, so that we make sure you have the correct one.

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Thank you Nic! 

 

 :)

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Ditto that Nic! Much obligied!!:D

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