Can't access my account - I haven't received the reset email

  • 17 March 2015
  • 3 replies

I haven't accessed my account in a long time, and when I tried to log in I couldn't remember my password. I tried using the forgot password link (multiple times) but I haven't received a reset email. Email address is (edited for privacy reasons)
Thanks in advance for your help. 

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3 replies

Userlevel 7
Badge +62
Hello smdevin,
Welcome to the Community Forum,
Have you tried these instructions here?
his information relates to a Webroot online management account, which can be accessed here:  By creating such an account, you can view the security status of your devices from any location with an internet connection. This makes it easier to determine if all your devices are protected or if any need attention. For more information, see the SecureAnywhere Website User Guide.

Follow the instructions below to reset your password or security code.
  1. Click here to access the management website.
  1. Click on the "Can't log in?" link in blue next to the Log In button. [img][/img]  
  2. Select if you would like to reset your Password or Personal Security Code. [img][/img]  
  3. Enter your email address in the box provided. [img][/img] If after entering your email address you receive a message stating, "Your account has not been activated," you can have the activation email resent to you. Click the Resend Email button and follow the instructions in the email. If you need assistance confirming your account, click here. If you get an error stating, "Error(UPW003): The email address you entered does not exist in our system. Please check the email address you entered or use the email address to create an account," click here for solutions.    
  4. Type in the answer to your Security Question. This answer is case sensitive. [img][/img]  
  5. If answered correctly, you will be sent an email with a link to reset your Password or Personal Security Code as you requested. Click the link in the email to reset your credentials. Once this is done, you should be able to log in normally.
If this doesn't work and you have checked your junk mail for a reply then please submit a Support Ticket free of charge with a active subscription.
Hope this helps resove your issue.
Kind Regards,
I am having the same problem as smdevlin.  I have requested a reset password link be emailed to me four times and have yet to receive an email from Webroot.
Userlevel 7
Hi JohnMiller7080
Welcome to the Community Forums.
If yo uhave tried that many number of times then I would Open a Support Ticket to let the SupportTeam know about this and hopefully provide you with the reset password manually.
Regards, Baldrick