Hello tonycook, welcome to the Community!

 

If as you say the card was indeed charged, and and in your Console it shows good until next year, this should be a pretty easy fix.  I do not see this happen often, but once in a while it does.

 

As long as you renewed, as indicated above, and did not actually purchase a new copy/new key code, simply try:

 

Open WSA

Click the 'gear tool' next to My Account

In the white box on the right side, re-enter your existing key code and click the Activate button

Reboot the computer

 

This will usually fix this issue, but please let us know if it works or not so we can try other solutions if needed!

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Thanks for quick reply. I tried your suggestion and I get a message saying "this keycode is valid bu has expired, would you like to renew it?" which answering yes just takes to where I can pay to renew my software again

 

Ive had this software a for a few years now, and have always been on auto renew. Ive never had to change key codes in the past. The auto renew occured on October 17th, and the chanrge on my card occured. I was sent an email saying my account had renewed with a link to download the software, howver opening the exe file from the download only opens up my existing control panel already installed on my PC, and doesnt actually install anything.

 

I just dont remeber having to do anything in particular when the renew has occurred in the past. It  just happens and I keep going with the key and setup I already have. This appears to be the same this time, as I said my account shows Im valid through Oct 17th 2015, but the message is still telling me to renew when I boot up my PC, and the expired message still shows in the control panel when opened.

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Thank you for the quick reply!

 

Is your renewal directly through Webroot?  If so, you will need to contact Sales or maybe @ can look into things.

 

If you renewal is through  Best Buy/Geek Squad, you will need to call them at 1800-GEEK-SQUAD to have them take a look.  It is rare, but sometimes following a renewal through them the renewed subscription data fails to send correctly to Webroot.  This can be fixed by Geek Squad.

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I got ith though Best Buy/Geek Squad when purchasing the PC, so I will contact them.

 

Thanks!

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I couldn't find an account using the email address on your community, so you could be registered under a different email address.  If you want to PM me the registration email or the keycode, then I can look it up in our system.

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@ wrote:

I got ith though Best Buy/Geek Squad when purchasing the PC, so I will contact them.

 

Thanks!

EDIT:  Follow Nic' request first.. he can verify if the renew data was correctly received by Webroot or not :)

 

Make sure you mention that you have been charged, but the key code shows as valid but expired.  Hopefully they will route you to the right department the first try to get this fixed.  Usually this sort of thing is fixed within a day, but it CAN take up to 3 or 4 days.

 

Even though the software is showing as expired, it IS still protecting your computer.  Best Buy Subscription Software has a 30 day grace period built in: the software will show expired but still protect for 30 days, which in your case will expire on November 16th.

 

 

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