password manager problems

Hello Beeblebrox, welcome to the Webroot Community!
 
 
When you say you just purchased Webroot the other day, did you have a previous key code or trial key code on which you had Password Manager configured?

@ wrote:
yep, I'm guessing the trial has expired now and my passwords are linked to that key and not the purchased one? I submitted a ticket about it but no reply as yet.

YUP, you just stole my thunder and you get the Solution Credit LOL.   :)  That is exactly what happened.  Each profile is actually tied to a specific key code.  As a Console can support multiple active key codes, each specific user is tied to a key code, in your case the expired one.
 
For example:
 
If you log into the Console,
Click your Email address at the upper right corner
Select Manage Users
Click the Edit link of the profile you want to check
Click the Access & Permissions tab
 
At the bottom, you will note which exact key code that User is tied to, as well as if it has access to Passwords.
 
You did the exact correct action already, filing that Trouble Ticket.  Usually Support is able to re-associate the profile to the new key code with no data loss
 
I do have to note, however,  that as you said "It's been like this a while now,"  there IS a time limit for moving the expired information to the new key code, usually around 2 weeks.  Hopefully Support will be able to get this fixed for you, but if the old key code has been expired for a month the chances are not nearly as good.

Thanks, it's just been a couple days so hopefully my passwords won't be lost. I'm guessing it's for technical/security reasons but it's a shame we can't just transfer this stuff ourselves.

If it has only been a couple days, you should be fine   :)
 
Do NOT update your trouble ticket with any information, just let Support get to you.  If you update the ticket before Support replies, it will move your ticket back to the end of the line so to speak, so just be patient and they will get to you :)
 
As for being able to do it ourselves as users, hopefully it will be possible at some point, but I do know there are some significant challenges in doing so.