double charged subsction

Hi jeco78
 
Welcome to the Community Forums.
 
Sorry to hear about this...may I suggest that you take a look at this page from the Webroot web site that deals with subscription queries, specifically the topic that deals with refunds...that should provide you with some information in relation to how to go about that.
 
More specificall y for assistance with refunds, you can contact the Consumer Sales Team.  If you are in the UK let us know and we can get hold of the UK-related details.
 
If you purchase is via Best Buy then you wil need to contact them directly, rather than Webroot, in the first instance.
 
Regards, Baldrick

Thanks for the respnonse and the information.  I did buy my PC at Best Buy and they included webroot.
 
I was hoping that webroot would refund me just because purchase of the 1 year subscription was through webroot.

Hi jeco78
 
Ah, with that information I think that I see the problem; your original purchase of WSA, because it came installed on the PC you bought from them, was effectively from Best Buy BUT you tried/did a renewal direct with Webroot.
 
Unfortuantely, whilst WSA is WSA the Best Buy version is handled differently to the non Best Buy version, i.e., bought from Webroot or other retailers, and therefore a renewal through Webroot, for the Best Buy version, will not work. To renew the Best Buy version you can only do it through Besy Buy/The Geek Squad, and I am wondering as to whether what has happened is that yo were on an auto renewal with Best Buy, which has been processed and then you have att he same time done a renewal with Webroot?
 
This should not have happened and therefore I think that you should contact Webroot (please see the link I posted in my initial reply...you need the information contained in the fourth FAQ down), explain the situation/confusion and ask them on that basis to refund you the price of the renewal you have taken out with Webroot.
 
If you want to move to the Webroot version, as opposed to the Best Buy version, you will need to purchase a new version of the Webroot version, uninstall the Best Buy version, and install the Webroot version...and that may mean that you lose the balance of the renewed Best Buy subscription period...but that is something, that if you want to see if you can do it, you need to take up with Best Buy directly.
 
Well, hope that something in this ranmbling reply is of assistance? Please let us know if you have any further question, etc.
 
Regards, Baldrick

Yeah it came with my PC but I had to install it myself when I finished getting my PC setup. I might just go to Best buy sometime this week and see if they can give me a refund

Hi jeco78
 
Please do keep us posted on how you fair with your request to Best Buy re. this. If you do succeed and get money back from Best Buy then please understand that the version of WSA you have installed on your system will effectively be expired and you will not be able to activate the keycode you received from Webroot as a result of purchasing a renewal from them.
 
As I said before the Best Buy & Webroot versions of WSA are different and not 'interchangeable'...what you will have to do in this circumstance is to:
 
1. make sure that you are connected and stay connected to the Internet
2. make sure that you have your new Webroot keycode to hand
3. download the latest Webroot version installer from here
4. uninstall the Best Buy version
5. reboot
6. run the Webroot latest installer, entering the Webroot keycode when prompted
7. let the initial scan & installation process complete
8. reboot again
 
and that should do it.
 
If you have any issues then do let us know, and remember the above is only for the case where Best Buy refund you the renewal/you need to use the Webroot subscription recently purchased.
 
Regards, Baldrick 

So if I get my refund I can still use the 1 year subscription that I purchased in the first place?

If you manage to get a refund from Best Buy for the renewal of their version then you will not have anti malware cover from the Best Buy version and so if you have a 1 year subscription bought from Webroot you can proceed as I have described in my previous posts.
 
Webroot & Best Buy subscriptions are mutually exclusive.
 
Regards, Baldrick

Ok I think I understand now.  I also just realised that the software wasn't free.  It was 49.99$ at Best Buy.  I also forgot to mention that my brother has the same PC and the Best buy webroot as well.  Does that have anything to do with the double carge or it still should be 54$?

Well, your brother having the Best Buy version should not have any effect on/cause the double charge unless he has a separate subscription and you have paid for both of them in which case I assume that you would be liable for the renewal charge on each when the renewal was due.
 
But only you can advise as to whether that may be the case or not.
 
Regards, Baldrick

Yeah that's what I thought he has the same subscription as I do because my name shows up on his webroot when the subscription ended. I'll let you know when I get back from best buy to see if they give me a refund.