Hi Bosley

 

Welcome to the Community Forums.

 

Please take a look at these two KB Articles that we have (here & here) which I hope will cover what you need to know.

 

If not then please come back here and let us know what further issues you are having so that we can try to provide additiional advice.

 

Regards, Baldrick

---

I added webroot to both the iphone and ipad, but it won't let me login.  I keep getting login failure, I know my user name and password, but it doesn't accept it.

---

Thank you; Now I don't know how  to get into the keycode screen.

---

Hi Bosley

 

What keycode are you trying to enter on which device?

 

Regards, Baldrick

---

the keycode that I sent from Webroot to my macbook.  I got to the page, and when I started to type in the keycode it dissapeared and I unable to get back to it.

---

Hi Bosley

 

So it is the keycode for WSA on your Mac.  Do you not have the original email you received the keycode on?  It does sound very strange that it shouuld disappear as you type it into WSA.

 

If you have set up your web console (which you can access from here) then you should be able to login and retriev it from there.  To do that click on the link provided in the previous sentence and then enter your registration email address & password.  On the next page enter the required characters of hyour Security Code and that should get you into the Console main page.

 

Once there click on your email address in the top right hand corner of the page, and from the dropdown menu presented select 'Manage Keycodes'.  That should then present you with a web pag on which is listed your keycode(s).

 

Hopefully that recovers the code for you and you can try again.

 

Regards, Baldrick

---

Thanks, I've tried that, when I click on my e-mail address on the top right and then click on manage keycodes it just goes back to login page, it is getting extremely frustrating.  When I click on the (key icon) on the ipad it comes up with login page and when I type in my user name and password it says it's invalid.

---

Hi Bosley

 

OK...in terms of what is happening with the Console, have you ever added a keycode to the console in the first place as what you are seeing seems to suggest that there is no keycode associated with it...and as you do not have the keycode you cannot add it (ready for as and when you do get the keycode instruction on how to add it can be found here).

 

Now, just thinking about this a little more rationally you have WSA installed on you Mac?  And if you have then you must have entered the keycode during the installation process.  So if that is the case then you should be able to get hold of it from the WSA application itself.

 

I use the PC version which is slightly differnt from the Mac version but check the amin application panel to see if you have a tab marked something like 'My Account'.  If you do then click on the tab and hopefully that should reveal your keycode...and if it does then there is no need to enter it again.

 

If that is not the case/does not work then I think that you should Open a Support Ticket so that the Support Team can take a look for you/get on the case and get you sorted. This service is free for all holder of a valid/activate keycode.

 

I will be going offline in about a half hour as it is late hear in the UK...but hopefully one of the other members can pick up and provide some assistance if you need further/the above does not resolve the issue for you.

 

Regards, Baldrick

 

 

---

Thank you again for all your help Baldrick, however Webroot doesn't work for Apple mobile devices apparently, this is what I found out:

 

 

Hello,

Thank you for contacting Webroot Support. You can be logged in to your online management Console on only one device at a time.

At this time, there is not an antivirus option available for Apple iOS devices. Because of how Apple manages the apps available in their App Store, there is not a need for one currently. This may change in the future.

Webroot does offer two apps you can download from the App Store to backup your files and protect your internet browsing, called SecureWeb and Backup & Sync. You can find either of them by searching for "Webroot" in the App Store on your Apple iOS device. For more information on both of these products please use the information below.

---

Hi Bosley

 

No worries...but this I do know and if you check out the first link that I put in my original post back to you, i.e.:

 

https://community.webroot.com/t5/Webroot-Mobile-for-iOS/How-to-install-SecureWeb-and-SecureSync-on-iOS-devices/ta-p/5191

 

you will find that it advises you of SecureWeb...so I suspect that somewhere along the line I assumed that you had understood that this ismthe app that iPad users install, and that you had an issue with your Mac installation.  My humble apologies for that confusion.

 

I assume that you now have the answer to your question, but if not or you have another please do not hesitate to come back and ask.

 

Regards, Baldrick

---