I have my webroot product through Best Buy. It is scheduled to expire in 22 days. I have already authorized Best Buy to renew it. I know it won't renew until the 22 days have laspsed. My question is this...
Last year I told Best Buy to renew it the same as this year. On the day it was scheduled to renew, I turned on the computer and Webroot Secure Anywhere said it was expired and it had a large red X on it. I immediately called Best Buy and they said I was still being protected and that my product would renew at midnight that night. What they said did indeed happen, but I wouldn't use my computer that day because the anti-virus said it was expired. So were they right? Was it safe to use the computer? I image the same thing will happen this year as well. That's why I am asking.
I was also wondering...I turned on my computer today and for the first time ever, I noticed that the Webroot Icon was missing from the show hidden icons at the bottom left of the computer. I was alarmed. I ended up shutting the computer off and restarting and then the icon showed up. I know at times other icons that should be there will not show, but then the next time those icons will be back. But this was the first time that I ever noticed the webroot not being there. Should I be concerned? I ran a scan after I restarted and Webroot said it didn't find anything. Should I maybe also scan with Malwarebytes perhaps. I've never used anything but Webroot.
I'm just being paranoid lately because I know the product is do to expire soon and I'd rather not see the red X again.
Thanks.
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Hello @ , and Welcome!
Please see this:
As regards the issue with the tray icon, I'd recommend a clean install.
HTH
Please see this:
- Best Buy does not do 'live action' billing on the renewals. All renewals are processed in a daily batch. As you provided the credit card information last night, it would have been too late to be on last night's renewal batch. It will bill your card tonight and renew at that time.
- Even though it has not actually renewed, and your software is showing you that it is expired or at risk, you are still fully protected. There is a 30 day grace period built in that will keep your computer fully protected until that renewal does actually process. WSA will continue to update and protect you, even though it shows that it is expired.
As regards the issue with the tray icon, I'd recommend a clean install.
HTH
Hello Kev and welcome to the Webroot Community!
I am very familiar with the Best Buy program, and how the billing works. If your subscription is due to renew on April 20th for example, the current expiration date would show as April 19th. That is completely normal. Best Buy does not charge until the very end of the current period.
If you notice that it shows expired, just check your credit card account to see if the funds have been approved. Since all billing is done in one daily batch, there is sometimes a delay between the time your card was charged, and the time that Webroot received the renewal information, and the time that your own computer received it.
What you were told is 100% correct. You WILL be protected, even if the software shows expired for a few hours. Best Buy provides a 30 day grace period in which the software may show expired, but it is actually fully functional. This is done in the event that a credit card is declined to make sure the user has enough time to call in which a different card number without any loss of protection. You will be perfectly safe in using the computer.
As for the loss of the icon, but it being back upon reboot, do not worry. Windows usually 'hides' inactive icons. It sounds like Webroot was running just fine in the background, though it MIGHT have been that it happened to be updating right at that time. During an update, the icon will dissapear for a few minutes and then reappear. That is completely normal.
Please let me know if you have any questions!
I am very familiar with the Best Buy program, and how the billing works. If your subscription is due to renew on April 20th for example, the current expiration date would show as April 19th. That is completely normal. Best Buy does not charge until the very end of the current period.
If you notice that it shows expired, just check your credit card account to see if the funds have been approved. Since all billing is done in one daily batch, there is sometimes a delay between the time your card was charged, and the time that Webroot received the renewal information, and the time that your own computer received it.
What you were told is 100% correct. You WILL be protected, even if the software shows expired for a few hours. Best Buy provides a 30 day grace period in which the software may show expired, but it is actually fully functional. This is done in the event that a credit card is declined to make sure the user has enough time to call in which a different card number without any loss of protection. You will be perfectly safe in using the computer.
As for the loss of the icon, but it being back upon reboot, do not worry. Windows usually 'hides' inactive icons. It sounds like Webroot was running just fine in the background, though it MIGHT have been that it happened to be updating right at that time. During an update, the icon will dissapear for a few minutes and then reappear. That is completely normal.
Please let me know if you have any questions!
Looks like Dermot beat me to it...
Well done Dermot!
:)
Well done Dermot!
:)
Thanks. I feel better now.
Now that you mention it, I do remember them saying last year that there was a 30 day grace period.
Now that you mention it, I do remember them saying last year that there was a 30 day grace period.
@DavidP1970 wrote:No, no worries...I know you're the most informed on BestBuy (afaik), that's why I quoted your earlier solution. As regards the tray icon, and 'inactivity', your reply is also fully valid...just thought that if one has "show icon and notifications" enabled, then icon shouldn't disappear, under normal circumstances, excepting auto-updates etc.
Looks like Dermot beat me to it...
Well done Dermot!
:)
One remarkable thing about WSA is also how it will Recover and Restore itself if an unexpected event occurs which affects it adversly, temporarily.
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