Since it seems to be impossible to get to a live person for help by phone, I'll have to do what could better be handled on the phone here (and display my ineptitude to the world - embarrassing).
1. I thought my original (and current) subscription was for three licenses, but when, per instructions unless I misunderstood, I looked on "View Status" to see how many licenses I have, I can't find anything at all, which leads me to think I only have one. How can I get a verification of that?
I will be running two computers and want both of them protected. I don't see anywhere to buy additional licenses except in conjunction with a sale of a NEW subscription; I only want additional licenses for my existing subscription. Could I get some guidance on that, please?
Still thinking I already had three licenses, I requested a re-download of my existing one. I got the link to d/l it (which I didn't do yet) but don't know how to get it from this computer (my old one), to the new one., which I assume will be necessary in any event, since if I order on the new computer I can't "upgrade" since WR doesn't exist on that computer.
Sorry to be such a nuisance from the word go, but I have really tried HARD - read that several hours -, to solve these problems on my own to no avail. I seriously need some hand-holding.and/or serious hand-holding
Earnest thanks,
Jo (amki)
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Hi Jo
You can renew or upgrade using this link. Give this a try and see if it will give you what you are looking for; you should be able to add device/seats to you existing license.
Regards, Baldrick
You can renew or upgrade using this link. Give this a try and see if it will give you what you are looking for; you should be able to add device/seats to you existing license.
Regards, Baldrick
Thanks for that near-instant reply., Baldrick. Using the link you gave me and making the proper selections about what I wanted to do, this is what I got: (Snip I made didn't show in this reply, so now I have to write it out: Sorry.
A box at the top said: "Currently in your cart" and showed the product exactly as I wanted and a price of $0.00. I couldn't find a cart and assumed that was your way of telling me that I actually DO have three licenses already and don't need to buy more. Correct?
So thanks for that, but what about the rest of my question: how do I get the license (and product ?) from old computer to new one?
I told you I'm incompetent; sorry, but I really do need step-by-step handholding.:$
A box at the top said: "Currently in your cart" and showed the product exactly as I wanted and a price of $0.00. I couldn't find a cart and assumed that was your way of telling me that I actually DO have three licenses already and don't need to buy more. Correct?
So thanks for that, but what about the rest of my question: how do I get the license (and product ?) from old computer to new one?
I told you I'm incompetent; sorry, but I really do need step-by-step handholding.:$
OK, you can check the number of devices you are covered in the online console which we will need to do to deactivate the old computer but in the mean time please follow the steps below closely in terms of installing WSA on the target system/machine!
Then, go to your online console (HERE) and once you have signed in you need to follow the instructions in this KB Article to deactivate the old computer you no longer want to be protected by WSA.
GIve that a try and let us know if it sorts this out for you.
Regards, Baldrick
- Make sure you have a copy of your 20 Character Alphanumeric Keycode! Example: SA69-AAAA-A783-DE78-XXXX
- KEEP the computer online during the install to make sure it works correctly
- Download a Copy Here (Best Buy Subscription PC users click HERE). Let us know if it is the Mac version you need.
- Install with the new installer, entering your Keycode when prompted to do so in the install process
- Let it finish it's install scan
- Reboot
Then, go to your online console (HERE) and once you have signed in you need to follow the instructions in this KB Article to deactivate the old computer you no longer want to be protected by WSA.
GIve that a try and let us know if it sorts this out for you.
Regards, Baldrick
I'm on the verge of giving up! (Now go to my last paragraph and see if that's the best solution - but please do read the stuff in between, too, in case we decide that I should go with your last solution.)
First, I don't know what WSA means and couldn't find anything meaningful in an acronym dictionary, but it does by context jseem to refer to the product.
"OK, you can check the number of devices you are covered in the online console which we will need to do to deactivate the old computer but in the mean time please follow the steps below closely in terms of installing WSA on the target system/machine." But I don't want to deactivate the old machine. i want BOTH machines protected. (I did note in the KB article that you can reactivate a deactivated machine, but you didn't say in your instructions to do that.
"...installing WSA on the target system/machine...". This seems to refer to the NEW machine, but I'm not sure that:"target" does mean the new one. Again, I'm about ready to give up, and my usual "solution" would be to just get another product. However, I like WR and don't really want to get something else, so let's look at these options.
I could buy Antivirus separately for the new machine with just the one license (now on sale for $29.99) and forget about getting an extra license for the current subscription. But, what is the annual renewal price for that version, i.e., I would have to buy it. for each computer, and that would probably cost more than one subscription with additional licenses.
The next option would be to buy Antivirus for the NEW machine at the sale price of about $30 and elect to get the additional licenses for an additional $20.00. Then I could cancel my existing current subscription running on my old computer and use an extra license for the old computer, and that seems to be the simplest thing of all; I get exactly what I want while starting with the new computer and not trying to enhance the existing subscription now running on the old machine. I'm just trying to do the most permanently economical thing.
Cheers
amki
First, I don't know what WSA means and couldn't find anything meaningful in an acronym dictionary, but it does by context jseem to refer to the product.
"OK, you can check the number of devices you are covered in the online console which we will need to do to deactivate the old computer but in the mean time please follow the steps below closely in terms of installing WSA on the target system/machine." But I don't want to deactivate the old machine. i want BOTH machines protected. (I did note in the KB article that you can reactivate a deactivated machine, but you didn't say in your instructions to do that.
"...installing WSA on the target system/machine...". This seems to refer to the NEW machine, but I'm not sure that:"target" does mean the new one. Again, I'm about ready to give up, and my usual "solution" would be to just get another product. However, I like WR and don't really want to get something else, so let's look at these options.
I could buy Antivirus separately for the new machine with just the one license (now on sale for $29.99) and forget about getting an extra license for the current subscription. But, what is the annual renewal price for that version, i.e., I would have to buy it. for each computer, and that would probably cost more than one subscription with additional licenses.
The next option would be to buy Antivirus for the NEW machine at the sale price of about $30 and elect to get the additional licenses for an additional $20.00. Then I could cancel my existing current subscription running on my old computer and use an extra license for the old computer, and that seems to be the simplest thing of all; I get exactly what I want while starting with the new computer and not trying to enhance the existing subscription now running on the old machine. I'm just trying to do the most permanently economical thing.
Cheers
amki
Hi Jo
Apologies if I confused you...I mistook what you meant when you posted "how do I get the license (and product ?) from old computer to new one?".
OK, WSA stands for Webroot SecureAnywhere, the product...as you correctly surmised. ;)
You don't want to activate ypur existing installation of Webroot...so don't. Leave it as is.
The "target machine" is indeed referring to your new computer, so all you need to do to install Webroot on there is to follow those install instructions already provided.
To check the number of devices covered by your subscription you need to go to the online console (please use THIS link to go to the web page). Once you have signed in and are in the online console you should see your email address in the top right hand corner of the page. If you click on this you should get a drop down menu displayed from which you should click on the 'Manage Keycodes' option.
That should open a new page that should provide information about your keycode/subscription including the number of devices purchased.
If that is more than one then you can install Webroot on the new computer by following the instructions I have provided, with no further ado. But if you are only licensed for ONE you will either need to add devices or as you have suggested purchase another copy of Webroot Antivirus for a single licence, and use the new keycode you get during the install on the new computer.
If you have not managed to sort out adding another device to your existing subscription/license then a new license may be the best approach...but before you do that have you tried contacting the Sales Team directly to discuss the options? Worth a further try, by calling the relevant numbers on THIS page.
Hope that clarifies and helps? Do let us know how you get on and if you have any further questions.
Regards, Baldrick
Apologies if I confused you...I mistook what you meant when you posted "how do I get the license (and product ?) from old computer to new one?".
OK, WSA stands for Webroot SecureAnywhere, the product...as you correctly surmised. ;)
You don't want to activate ypur existing installation of Webroot...so don't. Leave it as is.
The "target machine" is indeed referring to your new computer, so all you need to do to install Webroot on there is to follow those install instructions already provided.
To check the number of devices covered by your subscription you need to go to the online console (please use THIS link to go to the web page). Once you have signed in and are in the online console you should see your email address in the top right hand corner of the page. If you click on this you should get a drop down menu displayed from which you should click on the 'Manage Keycodes' option.
That should open a new page that should provide information about your keycode/subscription including the number of devices purchased.
If that is more than one then you can install Webroot on the new computer by following the instructions I have provided, with no further ado. But if you are only licensed for ONE you will either need to add devices or as you have suggested purchase another copy of Webroot Antivirus for a single licence, and use the new keycode you get during the install on the new computer.
If you have not managed to sort out adding another device to your existing subscription/license then a new license may be the best approach...but before you do that have you tried contacting the Sales Team directly to discuss the options? Worth a further try, by calling the relevant numbers on THIS page.
Hope that clarifies and helps? Do let us know how you get on and if you have any further questions.
Regards, Baldrick
Good morning, Baldrick -
Well, it looks like we are finally getting somewhere - at last 😃 And, as usual, I seem to be the problem - I think.
First, I'd been to the page you gave me the link for, but didn't know about clicking on my e-mail address to get more options. That tells you how good WR is: I've never before had to navigate around looking for things because there's never been a need or problem for any action before. However, according to that page, I already am running Internet Security Plus and have the three licenses that go with it. That was a shocker as I don't know why I bought it or why I would have chosen a more expensive product when I didn't need it - and I don't want it (or to pay for it) because other than an extra license, I don't care about the additional coverages it offers.
Second, I already tried the sales number, and after listening to a menu recitation and making my choices, I was told that they were closed (that was Saturday, so I assume that was why). But, since I want to downgrade to Antivirus, I think I need to talk to them, now, so I'm not going to mark this thread as problem solved yet - pending the outcome there.
BTW, when you first mentioned the KB article that you say I will need to use (and I hope maybe I will not now have to), the screen shots were so fuzzy that I couldn't read them, but I hope the instructions are clear without the "show and tell." I didn't look at it very carefully because I wasn't ready to use it yet.
I'll get back to you after I talk to Sales and see if all is settled.
Cheers,
Jo
Well, it looks like we are finally getting somewhere - at last 😃 And, as usual, I seem to be the problem - I think.
First, I'd been to the page you gave me the link for, but didn't know about clicking on my e-mail address to get more options. That tells you how good WR is: I've never before had to navigate around looking for things because there's never been a need or problem for any action before. However, according to that page, I already am running Internet Security Plus and have the three licenses that go with it. That was a shocker as I don't know why I bought it or why I would have chosen a more expensive product when I didn't need it - and I don't want it (or to pay for it) because other than an extra license, I don't care about the additional coverages it offers.
Second, I already tried the sales number, and after listening to a menu recitation and making my choices, I was told that they were closed (that was Saturday, so I assume that was why). But, since I want to downgrade to Antivirus, I think I need to talk to them, now, so I'm not going to mark this thread as problem solved yet - pending the outcome there.
BTW, when you first mentioned the KB article that you say I will need to use (and I hope maybe I will not now have to), the screen shots were so fuzzy that I couldn't read them, but I hope the instructions are clear without the "show and tell." I didn't look at it very carefully because I wasn't ready to use it yet.
I'll get back to you after I talk to Sales and see if all is settled.
Cheers,
Jo
Hi Jo
Glad to hear...as you said...that we are finally moving this along for you...and I do not think that it is entirely down to you...I could have been somewhat clearer in my one but last response...:$
Well, if you do not need the Internet Security Plus version then I would expect that Webroot Sales can organise an 'downgrade' for you...but you are right...best that you speak with them first. Please not that in general the Anivirus version comes is a 1 device license, the Internet Security Plus version with a 3 device license and the Complete version with a 5 device license...whether the Sales Team can organise a 3 device Antivirus license...well, only they can say.
I am not sure if you have compared products in terms of what the major points of commonality & difference are but if you would like to them it is very well explained on this web page. It may be useful to review this before you speak to the Sales Team. ;)
Anyway, we await an update as to what you have been able to arrange in the hope that it is what you are looking for and that you remain a member of the Webroot Family. :D
Regards, Baldrick
Glad to hear...as you said...that we are finally moving this along for you...and I do not think that it is entirely down to you...I could have been somewhat clearer in my one but last response...:$
Well, if you do not need the Internet Security Plus version then I would expect that Webroot Sales can organise an 'downgrade' for you...but you are right...best that you speak with them first. Please not that in general the Anivirus version comes is a 1 device license, the Internet Security Plus version with a 3 device license and the Complete version with a 5 device license...whether the Sales Team can organise a 3 device Antivirus license...well, only they can say.
I am not sure if you have compared products in terms of what the major points of commonality & difference are but if you would like to them it is very well explained on this web page. It may be useful to review this before you speak to the Sales Team. ;)
Anyway, we await an update as to what you have been able to arrange in the hope that it is what you are looking for and that you remain a member of the Webroot Family. :D
Regards, Baldrick
You can now clap your hands and jump up and down. It's all done! I wound up with Tech Support and a great guy named David who patiently walked me through the whole thing. (Yes, I finally got to talk to a real live person on the phone.):smileysurpris
I think I told you that I already had the three licenses because I actually had bought internet Security Plus, not Antivirus, but still had the problem of getting the D/L of the product to the new machine because I don't have e-mail set uip on that machine yet.
So, David was able to walk me through getting to my gmail account online from the new computer so that I could D/L to the new computer, and as soon as I did that he had the whole thing up and running and the new machine protected.
Thank you so much for hanging in there with me and not losing patience. I truly appreciate that! I will now go and close the thread as problem solved. :catvery-happy:
I think I told you that I already had the three licenses because I actually had bought internet Security Plus, not Antivirus, but still had the problem of getting the D/L of the product to the new machine because I don't have e-mail set uip on that machine yet.
So, David was able to walk me through getting to my gmail account online from the new computer so that I could D/L to the new computer, and as soon as I did that he had the whole thing up and running and the new machine protected.
Thank you so much for hanging in there with me and not losing patience. I truly appreciate that! I will now go and close the thread as problem solved. :catvery-happy:
Hi Jo
You are most welcome...and thanks for letting us know. That is brilliant news...that you are sorted and where you want to be. Awesome! :D We like nothing more than another happy member of the great Webroot Family.
And should you have any further issues (hopefully not...;)) or just questions, you know where to come.
All the best, Baldrick
You are most welcome...and thanks for letting us know. That is brilliant news...that you are sorted and where you want to be. Awesome! :D We like nothing more than another happy member of the great Webroot Family.
And should you have any further issues (hopefully not...;)) or just questions, you know where to come.
All the best, Baldrick
Sincere Thanks,, Baldrick
As I said, Jo...you are most welcome. :D
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