Hello,
For a couple of days I was getting a message that said my computer was at risk, but 2 months ago I renewed the protection for another year, expiring on 10/12/16. I called and was told the only way to remove the message would be to uninstall Webroot and do a Reinstall. I was told someone would be remotely doing this for me. The uninstall was successful but the agent encountered a problem trying to reinstall. He told me he couldn't do the reinstall because it had expired and wasn't activated. I showed him the email from the Geek Squad on 10/12/15 and that I had renewed it through 10/12/2016 and had been using it for two months so how could it not be activated. He said there was no way he could get my account up, that there was nothing more he could do but he offered me a 15 day trial Webroot. I don't want a trial membership because I paid for an entire year. What can I do to get my last 10 months of virus protection that I already paid for.
Message says my computer is at risk but i already paid for a year
Hi ProblemChild
Welcome to the Community Forums.
Sorry to hear about your issues.
To start with can you advise as to from whom you purchased your subscription and if it was witht he same supplier that you renewed it. If it is through Best Buy/The Geek Squad then your initial port of call in terms of this will be with them. I am not surprised that they could not access your account (I am assuming that they meant your Webroot subscription) as Best Buy/The Geek Squad run a different system to Webroot themselves although they do pass subscription data between them.
If you are sure that you have exhausted all avenues with Best Buy/The Geek Squad I would Open a Support Ticket with Webroot, explain the situation and is possible provide any email documentation of what you have been advised by Best Buy/The Geek Squad, and see if they can help.
In the interim I will ping our Best Buy/The Geek Squad guru ? in case he can advise further on options and avenues so that you can get some sort of rederess on this.
Regards, Baldrick
Welcome to the Community Forums.
Sorry to hear about your issues.
To start with can you advise as to from whom you purchased your subscription and if it was witht he same supplier that you renewed it. If it is through Best Buy/The Geek Squad then your initial port of call in terms of this will be with them. I am not surprised that they could not access your account (I am assuming that they meant your Webroot subscription) as Best Buy/The Geek Squad run a different system to Webroot themselves although they do pass subscription data between them.
If you are sure that you have exhausted all avenues with Best Buy/The Geek Squad I would Open a Support Ticket with Webroot, explain the situation and is possible provide any email documentation of what you have been advised by Best Buy/The Geek Squad, and see if they can help.
In the interim I will ping our Best Buy/The Geek Squad guru ? in case he can advise further on options and avenues so that you can get some sort of rederess on this.
Regards, Baldrick
Good morning,
If your renewal was done through Best Buy, please remember that although they send out the renewal due emails, as well as a 'statement' after you have provided your credit card details, they do not actually process the renewal until the actual renewal due date.
That has LONG been a lot of confusion over the emails that they send out after a customer has updated the payment details: it is not actually a receipt, and if one reads all the fine print it will state on what day the card will actually be charged. This can be verified of course by checking your credit card statement.
If your account at Best Buy is showing expired, most likely the credit card you used two months ago was rejected or otherwise failed during the actual renew billing.
You do need to check with them again as to the status of the account. While Best Buy DOES allow a 30 day grace period to renew after the renew due date, once an account is 30 days PAST the renew due date it cannot be renewed.
Check with you credit card provider to verify that the charges went through, and then call Best Buy to see if your account can still be renewed. If it is past the 30 day grace period. Best Buy will not allow you to renew it, and you will have to purchase a new license from them, or directly from Webroot if you would prefer future renewals to be processed by Webroot.
If your renewal was done through Best Buy, please remember that although they send out the renewal due emails, as well as a 'statement' after you have provided your credit card details, they do not actually process the renewal until the actual renewal due date.
That has LONG been a lot of confusion over the emails that they send out after a customer has updated the payment details: it is not actually a receipt, and if one reads all the fine print it will state on what day the card will actually be charged. This can be verified of course by checking your credit card statement.
If your account at Best Buy is showing expired, most likely the credit card you used two months ago was rejected or otherwise failed during the actual renew billing.
You do need to check with them again as to the status of the account. While Best Buy DOES allow a 30 day grace period to renew after the renew due date, once an account is 30 days PAST the renew due date it cannot be renewed.
Check with you credit card provider to verify that the charges went through, and then call Best Buy to see if your account can still be renewed. If it is past the 30 day grace period. Best Buy will not allow you to renew it, and you will have to purchase a new license from them, or directly from Webroot if you would prefer future renewals to be processed by Webroot.
Good morning David
Many thanks for picking up the tag...glad to have you encyclopedic knowledge of things Best Buy/The Geek Squad in relation to WSA applied here...:D
Regards, Baldrick
Many thanks for picking up the tag...glad to have you encyclopedic knowledge of things Best Buy/The Geek Squad in relation to WSA applied here...:D
Regards, Baldrick
When I purchased my computer in 2012 from Best Buy, I also purchased Webroot at the same time. Since the initial purchase, I have always renewed my subscription through Webroot. On 12/12/15, I renewed my subscription via Webroot’s “renew now” button. I understand if I had gone through Best Buy, they wouldn’t have been able to access Webroot’s account information, but that wasn’t the case.
I plan on visiting Best Buy today in the hopes they can fix this problem. The only thing I’ve exhausted is The Geek Squad’s telephone assistance as well as their remote service.
I am confused about something, however. When I initially went online to get Webroot’s telephone number, what comes up is an 800 number for The Geek Squad, not Webroot. Why they have it that way I have no clue. I was beginning to think Webroot could never be reached. So are you actually saying that by opening up a ticket, Webroot will respond to it?
Thank you for you for responding so quickly to my problem. I appreciate your assistance.
I plan on visiting Best Buy today in the hopes they can fix this problem. The only thing I’ve exhausted is The Geek Squad’s telephone assistance as well as their remote service.
I am confused about something, however. When I initially went online to get Webroot’s telephone number, what comes up is an 800 number for The Geek Squad, not Webroot. Why they have it that way I have no clue. I was beginning to think Webroot could never be reached. So are you actually saying that by opening up a ticket, Webroot will respond to it?
Thank you for you for responding so quickly to my problem. I appreciate your assistance.
I forgot to answer one of your questions. The amount of the renewal was deducted from my account on 10/13/15.
Hi David,
The renewal was done through Webroot, not Best Buy and the payment didn't reject nor did it fail. The renewal on 1012/15 was deducted from my bank account on 10/13/15 and I verified that online moments ago.
It was Webroot that was indicating my account was expired. However, my subscription has never expired, as the payment I made was prior to the expiration date. I just need to find someone that will correct my account to reflect the proper expiration date as 10/12/16, rather than showing I'm using a 15 day temporary Webroot. I'm hoping Best Buy will be successful. If not, and if filling out a ticket will result in Webroot's assistance, that wlll be my next step. Thank you for responding.
The renewal was done through Webroot, not Best Buy and the payment didn't reject nor did it fail. The renewal on 1012/15 was deducted from my bank account on 10/13/15 and I verified that online moments ago.
It was Webroot that was indicating my account was expired. However, my subscription has never expired, as the payment I made was prior to the expiration date. I just need to find someone that will correct my account to reflect the proper expiration date as 10/12/16, rather than showing I'm using a 15 day temporary Webroot. I'm hoping Best Buy will be successful. If not, and if filling out a ticket will result in Webroot's assistance, that wlll be my next step. Thank you for responding.
If your renewal was billed by Webroot, than you must submit a Trouble Ticket with Webroot. Best Buy cannot help with accounts that are renewed direclty via Webroot.
Getting this corrected might be as simple as uninstalling the 15 day demo Best Buy put on the computer, and then re-install using the PC Download link. Please use your original renewed key code to activate it.
If this does not work, then submit the trouble ticket to Webroot.
I am sorry for any confusion... I incorrectly assumed you renewed through Best Buy as you mentioned having contacted them regarding the issue in your first post.
Getting this corrected might be as simple as uninstalling the 15 day demo Best Buy put on the computer, and then re-install using the PC Download link. Please use your original renewed key code to activate it.
If this does not work, then submit the trouble ticket to Webroot.
I am sorry for any confusion... I incorrectly assumed you renewed through Best Buy as you mentioned having contacted them regarding the issue in your first post.
David,
Thank you for the links. As it turned out I didn't make it to Best Buy and it's a good thing because you said they wouldn't be able to assist me.
I'll try your suggestion and uninstall the 15 day trial that The Geek Squad installed and use your link for the reinstall..
I really appreciate all your help. You think YOU"RE confused; I was so confused AND frustrated, I could have wrapped by fingers around the neck of the Geek that deleted it. ;))
Thank you for the links. As it turned out I didn't make it to Best Buy and it's a good thing because you said they wouldn't be able to assist me.
I'll try your suggestion and uninstall the 15 day trial that The Geek Squad installed and use your link for the reinstall..
I really appreciate all your help. You think YOU"RE confused; I was so confused AND frustrated, I could have wrapped by fingers around the neck of the Geek that deleted it. ;))
Hi David,
I now have Webroot installed using the link you provided and when I bring up (I guess it's called the console), it says the subscription is expiring soon. You said that I would need to enter the key code but you didn't mention where it is I need to add that number.
I had decided I was just going to fill out a trouble ticket, so I entered my email address as they requested The message that displayed said they already had contact with that email and to enter my password if I wished to continue with my previous conversation. I haven't spoken with Webroot about this problem. I have only dealt with The Geek Squad. Then it asked for my password which I filled in and I hit 'continue', only to have it sit there and not proceed to the next screen. I've backed out and started over about 3 times with no success. I don't know what else to do to fix this. It appears I may just have to scrub Webroot and look for another anti virus. It's a **bleep** shame because I only used two months of a 12 month subscription. Any sugggestions?
I now have Webroot installed using the link you provided and when I bring up (I guess it's called the console), it says the subscription is expiring soon. You said that I would need to enter the key code but you didn't mention where it is I need to add that number.
I had decided I was just going to fill out a trouble ticket, so I entered my email address as they requested The message that displayed said they already had contact with that email and to enter my password if I wished to continue with my previous conversation. I haven't spoken with Webroot about this problem. I have only dealt with The Geek Squad. Then it asked for my password which I filled in and I hit 'continue', only to have it sit there and not proceed to the next screen. I've backed out and started over about 3 times with no success. I don't know what else to do to fix this. It appears I may just have to scrub Webroot and look for another anti virus. It's a **bleep** shame because I only used two months of a 12 month subscription. Any sugggestions?
+62Hello ProblemChild,
Welcome to the Webroot Community,
If I may help assist here would you follow these instructions?
To activate a new keycode:
If you would like to also add your keycode to your online management account, click here for instructions.
Welcome to the Webroot Community,
If I may help assist here would you follow these instructions?
To activate a new keycode:
- Open SecureAnywhere (see Using the SecureAnywhere interface).
- Click the gear icon next to My Account. Your account panel displays.[img]http://www.webroot.com/En_US/SecureAnywhere/PC/Content/Resources/Images/MyAccountDetails.png[/img]
- Under Activate a new keycode, enter the keycode you want to add and click Activate.
If you would like to also add your keycode to your online management account, click here for instructions.
Sherry,
This may sound like a stupid question, but what key code am I suppose to use. When I first got Webroot from Best Buy I was given a 20 digit alpha numeric keycode. I also have a Security Code which Webroot requested I create. Which number am I suppose to activate?
This may sound like a stupid question, but what key code am I suppose to use. When I first got Webroot from Best Buy I was given a 20 digit alpha numeric keycode. I also have a Security Code which Webroot requested I create. Which number am I suppose to activate?
+19You need to use the 20 digit alpha numeric keycode, the other security code is needed when you login in to your online webroot console.
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