Ok, customer support isn't chiming in on this so I'll ask here and hopefully get an answer.
My webroot subscription expired, so I went to renew it. But, to renew my old keycode cost more than just getting a new one, so I just bought a new one. And stupid me, I accidentally used a different e-mail when I bought it. Not sure if that has any bearing on the situation, but there ya go.
So I got the new keycode and opened up the webroot dashboard on my desktop, put it in the appropriate slot and clicked activate and boom, all good and renewed.
The problem though, is that I can't access my password manager in my browser toolbar. When I try to type in my password, password manager tells me my account has been deactivated. So naturally I open the password manager by accessing my web console. Aaaand that's not working either. It tells me it's either down or to wait 5 minutes, but I've been trying it all day with no luck.
So, I take another look at the web console. It tells me my PC is unproteected, that my subscription is expired. I click on 'Manage Keycodes' and my old keycode is, of course, expired. So I simply add the new keycode. Still no dice.
Then, I figure I'll just add a new user and maybe that will allow me access to my passwords. Open up 'Manage Users' and add a new user, using my new keycode and the different email I used to buy it with. No luck.
So then I contact customer support, submit a ticket, but they haven't gotten back to me after 6 hours.
So then I get a little pissed, I've got like 100 usernames/passwords locked away in Webroot's vault of software malfunction. I uninstall the password manager toolbar extension from firefox, and completely uninstall then reinstall webroot from my computer, and reinstall the password manager toolbar. On the plus side, the web console now recognizes my subscription as renewed and my computer protected. On the downside, I STILL cannot access my passwords either through the web console or the toolbar.
*As an aside, I bought the keycode directly from the webroot website and I've never bought anything from Best Buy. I don't know why the name of that store keeps coming up in these forums, but just in case someone tells me to take it back to them, I didn't get it from them.
Thanks to anyone who can give any helpful advice, I'd greatly appreciate the software I paid good money for and rely on to actually do what it's supposed to do. Cheers.
Password Manager not working after renewal
+62Hello galaxyEater,
Welcome to the Community!
I am sorry to hear about this happening but you have to Contact Support so that they ccan transfer your Passwords to the new account.
They will respond usually within 24 hours is my quess.
Hope this helps,
Welcome to the Community!
I am sorry to hear about this happening but you have to Contact Support so that they ccan transfer your Passwords to the new account.
They will respond usually within 24 hours is my quess.
Hope this helps,
IMac 2021 27 in i5 Retina 5, iMac OS Sequoia (15.7.2), Security: iPads, ALIENWARE 15 R6, W11 Microsoft Windows Workstation, x64, Webroot® SecureAnywhere™ Internet Security Complete, Android Samsung Galaxy Ultra Note 23, Webroot Beta Tester
Ok, I think I may know where the issue lies.
In my web console, under 'Manage Users' it has both my emails. The original email, which I used to create my web console account with, still has the old keycode attached to it. I added the second email, with the new keycode.
I think the old email just needs to have the new keycode edited in there. However, the webroot console does not have an option for that. I tried to create a new user, using that same old email address, but with the new keycode, but it says that user already has access and won't let me create it. Nor does it have an option for deleting users from the list.
Really webroot? When someone has "ADMIN" access to their account, you'd think formatting and deleting permitted user entries would be an obvious thing to include.
In my web console, under 'Manage Users' it has both my emails. The original email, which I used to create my web console account with, still has the old keycode attached to it. I added the second email, with the new keycode.
I think the old email just needs to have the new keycode edited in there. However, the webroot console does not have an option for that. I tried to create a new user, using that same old email address, but with the new keycode, but it says that user already has access and won't let me create it. Nor does it have an option for deleting users from the list.
Really webroot? When someone has "ADMIN" access to their account, you'd think formatting and deleting permitted user entries would be an obvious thing to include.
If I may step in and give a futher comment, please make sure you submit that Trouble Ticket ASAP. The data for a Password Manager account is only held for around 15 days after the expiratoin of a key code. If it is too late to save the data, you will of course still be able to log in with the same account and password, but you may need to re-enter the data for the web sites you have saved.
That is exactly the issue: the User Account has not only a username, but it is also tied to a specific key code. Users are not currently able to change the key code, so that is why a Trouble Ticket to have Webroot support take care of it.@ wrote:
Ok, I think I may know where the issue lies.
In my web console, under 'Manage Users' it has both my emails. The original email, which I used to create my web console account with, still has the old keycode attached to it. I added the second email, with the new keycode.
I think the old email just needs to have the new keycode edited in there. However, the webroot console does not have an option for that. I tried to create a new user, using that same old email address, but with the new keycode, but it says that user already has access and won't let me create it. Nor does it have an option for deleting users from the list.
Really webroot? When someone has "ADMIN" access to their account, you'd think formatting and deleting permitted user entries would be an obvious thing to include.
The Password Manager is actually a customerized version of LastPass. As such, in order to license the Password Manager at LastPass, the key code is used. That means, however, that a change of key code is not as easy as you might think as now we are talking about not just in Webroot's back end, but also the back and and licensing system of a 3rd party as well. This is why we are not able to change the key code ourselves at this time.
Yes, if you have already submitted a ticket and are waiting for a reply, please DO NOT update the ticket. Doing so, before Support replies, will alter the date/time stamp and push your ticket to the back of the queue.@ wrote:
Thanks, I'll wait til tomorrow to see if they respond before I try to pester them again.
While during busy periods the wait time may be a bit longer, in my own experiences I have a reply within 2 hours, so hopefully you will not have to wait long.
UPDATE: Webroot customer service finally got back to me, and it was pretty disappointing not to mention frustrating. I'm not sure if they didn't bother to even read my support ticket, or if they just didn't understand it. Basically they said I would have to delete the new account I created (which I never did) and get access to the old account (which I already have). They instructed me to begin this process by backing up my password file by accessing the password manager via the Webroot browser toolbar (which I cannot access.) I'm really starting to wonder what Webroot thinks a good employee is... No offense to you guys though, you've been great so far. But whoever is handling my support ticket really needs to up their game.
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