Hello Jamesh77,

 

Welcome to the Community Forum,

 

Is your renewal directly through Webroot or did you renew through Best Buy?

 

Did you actually renew the existing key code or did you purchase a new key code?

 

Is your software showing that you have the correct amount of time remaining?

 

The Password Manager, as you know, must be logged into by the profile username and password.  That User Profie is actually also tied to a specific key code, as is the Password Manager.  Your Password Manager is quite simply tied to the old key code, which is expired, which may be the problem.

 

 

Please submit a Trouble Ticket to have Webroot Support take a look.  In most cases as long as the old key code expired within the last two weeks, they are able to transfer the Passwords account from the old key code to the new key code and have all of your saved data still there.

 

 

Hope this helps!

 

 

Kind Regards,

 

 

 

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Thanks for responding Ssherjj. I renewed through Geek Squad (bestbuy) and I assumed i would use the same keycode.

It just shows that the account is active and does not give me a specific time, which should be 364 days.

I think i'll fill out a trouble ticket as i just renewed yesterday. Thanks for the advice!

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Hi Jamessh77,

 

You are Welcome!

 

Woud you let us know what Support came up with in resolving your issue as it could very well help others since we are Volunteers here that do our best to assist Webrooters with thier problems and this would be very valuable to us if you get a chance to let us know if this was resolved for you!

 

 

Thanks! :D

 

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Waiting for a response, but will do!

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Hi Jamesh77,

 

Give the support team a day or so and they will get back to you as soon as they cam. Ok?

 

 

 

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Ok so the support team fixed my problem today! They re-activated my old account and allowed me to export my passwords so I could import them again. But it turned out i didnt need to import them again. i believe they just linked my re-newed account to my old one, Either way the Webroot support team along with this community are AWESOME! Thanks all!

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Hi Jamesh77,

 

Thank you for getting back to us and giving us the details and it's great that Password Manager is sorted!

 

 

 

 

Have  GREAT DAY!

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