Hi frednsuzy

 

Welcome to the Community Forums.

 

Just to make sure that I have gotten this straight; you have no problem accessing you online console with a particular email address/password combination but when you try the same combination to access the Password Manager via the browser tollbar icon you get the message you have detailed?

 

If that is the case then would:

 

1. Double check that the combination of email address & password are identical in each case...you would be surprised how often they are a digit or char out...;)

 

2. If you use multiple browsers then is it the same regardless of which browser you use?

 

3. If you have only tried via one browser would yo ube able to try the same via another browser just to see if the issue is consistent or browser specific.

 

4. If no one of the above provide a solution then would you please run the toolbar fix tool which you can download from here.  It is quite simple to use once you have downloaded it and double clicked on the executable:

 

 

which should then take you to the following dialog:

 

 

on which you should choose/check the option 'Repair/Install the Webroot Toolbar' and then press 'Start'.

 

That should initiate the fix process and you just have to wait for it to finish, close the dialog and then check in your browser to see if the Password Manager Toolbar icon is still now visible.

 

Please now try again to login...and do come back here if it does not help/respond to your query.

 

Regards, Baldrick

---