Hi.  Been with Webroot for awhile. I kept having a pop-up to install the extension and was advised on this board to uninstall and reinstall the program, which I did, using my newer keycode.  It didn't fix the problem.  Now I'm getting a notice asking if I want to sign up and only have 12 days left on my "trial".  I upgraded and renewed on 8/26/14. Have tried every way to get this straightened out, but with no luck.  Should I just ask for a refund and quit?  Not sure what to do at this point. 

---

Hello tearingyourhairout101,

 

Welcome to the Community Forum,

 

Sorry you are having these issues. Sounds very frustrating. First of all you can issue a Support Ticket or @ are you able to look this email up?

 

Hope this helps and please let us know how you are doing.

 

Kind Regards,

---

I only see the one keycode under the email address you used for the community, but that doesn't mean you might not have another one under a different email.  I'd recommend contacting support as Sherry suggested and they'll be able to sort things out.

---

Thanks again Nic!:D

---

Thank you.  I did contact through email support, who answered back promptly and was given a phone number to call.  I am currently on hold waiting for a rep as they said it would be best to talk to someone by phone to get this straightened out. 

 

Tnx for letting me vent!  

---

@ wrote:

Thank you.  I did contact through email support, who answered back promptly and was given a phone number to call.  I am currently on hold waiting for a rep as they said it would be best to talk to someone by phone to get this straightened out. 

 

Tnx for letting me vent!  

Hello!

 

No problem.. We are Volunteers who love to help others the best way we can. Your issue will soon be resolved through our awesome Tech Support! If you have time please let us know how this was resolved so that we can help others.:D

 

 

Take care,

 

Best Regards,.

---

Sherry and Nic....and Baldrick (for the kudos).

 

I sent an email to customer support and got one back within minutes, literally.  I did finally get to talk to a very nice, friendly, patient tech (top marks!) who I allowed to remotely access my computer to try to figure everything out and untangle my mess.  That was an interesting experience, sitting and watching my cursor flying around my computer screen, working on my problem while I sat back and watched.  The main issue....getting my subscription straightened out....was resolved.  Tried adding code to stop the pop-up, but that didn't work, so changed something in Firefox.  We thought that had taken care of the pop-up issue, but alas, it popped up again tonight.  It's odd because it appeared that the extension was finally installed.  Curious, but I can live with it for now.

 

I do appreciate all the help and wish I could give you a clue to solving the pop-up, but I will say, the tech I talked to was super and I would encourage anyone who is having issues to send a message to customer support.  Yes, I had some wait time on the phone, but it was worth it.  Good tech service is not easy to find.  Tnx again!

 

Jan

---

Hello Jan,

 

May I add to this last post of yours?

 

You state:"Tried adding code to stop the pop-up, but that didn't work, so changed something in Firefox.  We thought that had taken care of the pop-up issue, but alas, it popped up again tonight.  It's odd because it appeared that the extension was finally installed.  Curious, but I can live with it for now."

 

If you are still having issues with this pop up then it is okay to issue another Support Ticket for them to get to the bottom of this once more.

 

I just don't like having you live with this, if  it can be fixed. Sometimes it takes more then once to get a problem resolved.

 

 

Regards,

---

Hi Sherry....

 

Thank you for encouraging me to get the pop-up fixed.  If you read my "re-introduction", you'll understand why I will live with what is really a very slight annoyance at this point.  Tech gave it a good shot.  I found the extension was, indeed, installed, yesterday.  One of those mysteries of life that elicits an "oh well" from me once things are working normally again.  I am, however, half afraid to run my "CleanMyMac2" now for fear it will undo something I don't want undone.  ;)

 

I will definitely send another ticket if something goes haywire.  For now, I have a dog to walk, lunch to eat, and dishes left from last night.  I have a resentful relationship with housework and cooking, although I plod along and get it done.  Reluctantly. 

 

I do appreciate your caring about getting my pop-up fixed, but at this moment, it is far less annoying than the mess I was in yesterday at this time.  Tnx, again, for caring.

 

Jan 

---