I installed webroot on my sister's computer before sending it to her out of state. A month has passed and now she tells me there is a red flag telling her webroot is no longer active and she is unprotected. What do I need to do to get it reactivated on her computer.
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Hello there, welcome to the Webroot Community!
Please forgive me, but I have a few rather specific questions. Knowing the answers to these will be of great help to me in helping you.
Is your copy of WSA perhaps from Best Buy? The Best Buy Subscription Software version?
Does your computer use the same copy/ key code as her computer? Is your copy of WSA working still? How long has it been installed on your computer?
Let me know and we will go from here!
Please forgive me, but I have a few rather specific questions. Knowing the answers to these will be of great help to me in helping you.
Is your copy of WSA perhaps from Best Buy? The Best Buy Subscription Software version?
Does your computer use the same copy/ key code as her computer? Is your copy of WSA working still? How long has it been installed on your computer?
Let me know and we will go from here!
I did buy it from Best buy and her keycode is the same as mine. I called webroot to make sure this was okay and they told me it was fine.
My computer is still using it and works fine but I did have to reinstall it after refreshing my computer due to a bad upgradel of windows 8.1. She tells me hers quit working before my computer crashed.
Thank you!
That tells me,almost certainly, what is going on. Until recently I worked for GeekSquad employee, and I happened to be in what is the 'escalation' department for the Subscription Services. I could well be wrong, but I think the software may not have been correctly actived.@ can probably check this for you but if he is not available read on for how you can check it as well.
The Best Buy key codes are a bit different than the standard ones. They must be activated at the time of sale, and this of course sends the activation information from Best Buy to Webroot. In the event that the software was not activated correctly, even though the key code may be the correct one, it will automatically go into a 30 day trial mode and then show as expired.
There is a good chance that this is what is happening, but you can try one thing to be positive of it. You can do this over the phone with her, or even by email. Emailmay be the best option so that she can copy and paste the key code instead of manually typing it. This will help avoid errors.
Have her open WSA
Click the gear tool next to My Account
Have her enter the key code in the white box
Click Activate
If this fails, or if after 30 days installed your computer also shows expired, you probably need to call 1800-GEEK-SQUAD to have them escalate the issue to have the activatiion data checked, verified, and resent to Webroot if need be.
That tells me,almost certainly, what is going on. Until recently I worked for GeekSquad employee, and I happened to be in what is the 'escalation' department for the Subscription Services. I could well be wrong, but I think the software may not have been correctly actived.
The Best Buy key codes are a bit different than the standard ones. They must be activated at the time of sale, and this of course sends the activation information from Best Buy to Webroot. In the event that the software was not activated correctly, even though the key code may be the correct one, it will automatically go into a 30 day trial mode and then show as expired.
There is a good chance that this is what is happening, but you can try one thing to be positive of it. You can do this over the phone with her, or even by email. Emailmay be the best option so that she can copy and paste the key code instead of manually typing it. This will help avoid errors.
Have her open WSA
Click the gear tool next to My Account
Have her enter the key code in the white box
Click Activate
If this fails, or if after 30 days installed your computer also shows expired, you probably need to call 1800-GEEK-SQUAD to have them escalate the issue to have the activatiion data checked, verified, and resent to Webroot if need be.
Thank you very much. I think I'll be able to get it going now as soon as I can get in touch with her.
Again, try to rekey the key code FIRST, and if that does not work, call GEEK SQUAD. :)
Any time you have any problems or questions, drop on back in here. We are always happy to help whenever we can!
Any time you have any problems or questions, drop on back in here. We are always happy to help whenever we can!
I'm not seeing anything under the email address you used to register with the community. If you want to PM me the keycode or another email address, then I can look that up and see what I can find out on my end.
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