In my smartphone after paid the renewal fee, the expiry date did not extend

Hello Andrew,
 
Welcome to the Communty,
 
Have you restarted your mobile device? Did you get a new keycode for this renewal?
 
What version of Webroot do you have on your device? Webroot Premire or WebrootSecureAnywhereComplete
 
Have you checked your online Account Console and see if it's listed expired there?
 
Sometimes clearing the cache as shown here might help.
 Here is how Android users can clear there Bowser Cache using GOOGLE. 
1.OPEN BROWSER2.HIT MENU KEY3.MORE OPTIONS BUTTON4.CLICK SETTINGS/ PRIVACY & SECURITY/CLEAR CACHE. Some of this is necessary to do a uninstall and reinstall of Webroot. Also for added measures I would like to add: HOW TO CLEAR TEMPORARY INTERNET FILES ON ANDROID DEVICES STEPS: 1.OPEN SETTINGS2.LOOK FOR DEVICE/APPLICATION MANAGER/ (PRESS APPS/OPTION)3.LOOK FOR BROWSER APP. & SELECT IT4.PRESS CLEAR CACHE THIS ONLY WORKS FOR CERTAIN MOBILE PHONES.. How to Clear Cache in Webroot SecureWeb Browser:  How to Clear Cache in Webroot Secure Browser: 1.Open WSB in the right hand corner of Browser click to open2.Click on Settings/Scroll down to Cache3.Clear Cache (Clear browser and cookies) 
Restart your phone after clearing the caches.
 If you are still having problems then Please submit that Support Ticket and they can advise you further as to why your device is showing expired. Of they might be able to add your 4 days to your renewal also.
 
Hope this helps,
 
 
Kind Regatrds,
 
 
 
 

Hi Support Team,
 
My version is Webroot Premier, and I send this problem to your company via e-mail yesterday, and the other Webroot supporting team to reply me the other way to fix this problem, when I follow this instruction to fix the problem, the other problem is come out, in the e-mail they told me that I uninstall the old webroot premier first, and then re-install the new one from Google Play.  After I uninstall the old one from my smartphone device, and then install the new one from Google Play, but before I install the new one, the Google Play need me to pay the fee first, I don't want to pay twice for this apps, becuase I already paid for it for renewal already.  Therefore, I didn't install the new one in my smartphone right new.  Please advise how to fix this problem.  I login in my webroot account via webroot web site, I still have 367 days, but I cannot install the webroot in my smartphone.  Please advise with thanks.
 
Best regards,
 
Andrew

Hello Andrew,
 
Yes you can uninstall Webroot Premier and go to the Google Play store and go to the menu at the top left where you see bar lines and tap on that and you wil see My Apps. Look for Webroot  Premier listed in Installed, All
.
Then install the program again and when installed you can open up Webroot Mobile Menu at the bottom. in the Settings panel tap Register, then tap Activate
 
 When in the Play Store remember you will have Apps that you have already downloaded and have purchaed in the Installed/All listed.
 
 
Please let us know if you run into any problems.
 
 
Kind Regards,
 
 

Dear Sherry,
 
I follow your instruction to process my installation the webroot premier in my smartphone, but I just found the free version webroot app in my previous installation, because from the very beginning, I install the free version first, and then I upgrade to webroot premier version, and on 3rd March 2015, I renew the webroot premier, and google play also send the payment advise to me to confrim the payment was done. but my smartphone webroot premier did not extend the expiry date, but I can check with my webroot account in webroot website that the expiry date is already extended, and it have 368 days to expiry, but once I try to install the webroot as the below instruction, my webroot version will change to free version, and I login in webroot account, my status was change to "free" version, how to fix it this problem, do you need my google play payment advise reference number.  If yes, please advise.
 
Best regards,
 
Andrew

Hi Andrew,
 
I'm so sorry you are having these problems.
 
Would you Submit a Support Ticket so that they can look into this matter. I/m just a volunteer and I have nothing to do with the payments or can handelng of a  reference number
 
With the Free Version you should be able to activate the Premier version and I don't understand why it won't activate for you.
 
When you open up Webroot you should be able to look at the menu at the bottom screen and click Activate. If this isn't working then, issue that ticket to Tech Support and they will guide you through this.
 
Sorry I couldn't help resolve this.
 
Hopefully support will get back to you soon.
 
 
Kind Regards,

Hello @ 
 
Would you please look here below to register and activate your Webroot Premier Version?
 
Premier users who already have a Premier key code should re-download using the Free version and then activate the Premier functionality from within the Free version that you have downloaded.

 
**How to activate Premier from within Free:
After finishing the setup process for the Free version, tap the Android Menu button from the main screen of the Webroot app.  Then tap Register.  Then tap Activate and enter your Premier or Internet Security Plus keycode.  Then tap OK.
 
***If you do not already have an online account, please create one first.
 
Let me know how this turns out Ok?
 
 
Regards,

Dear Sherry,
 
Completed install the webroot premier in my smartphone.  Thanks for your help.
 
Best regards,
 
Andrew

Hi Andrew,

Great news!

Thanks for getting back to us! 🙂