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password manager

  • March 18, 2015
  • 4 replies
  • 35 views
S
Fresh Face
I have never been able to us password manager.  I'm logging in with the correct information and it tells me unknown email address.  I actually had purchased 2 lic.  One, while on my smart phone which would have been under the gmail acct. (edited for privacy reasons)  The other for my home pc's which is under the email address (Edited)
I've done all of the things that I could find in the knowledge base as well as the forum and I'm at a loss.  This has been an issue for over  a year.  I recall a post with regards to someone actually have two lic as well and it had been resolved but it had to be done on webroots end.
 
FYI-I tried to open a ticket tonight and, using the same email address-(Edited for privacy reasons) and my password I was unable to log in.  I keep putting in the correct password and it just keeps asking for it.
 
Help would be most appreciated.
 
Scott Seal

    4 replies

    Ssherjj
    Moderator
    Forum|alt.badge.img+62
    • Ssherjj
    • Moderator
    • March 18, 2015
    Hello @ 
     
    May I suggest that you contact support via phone?
    Technical SupportMon-Fri 7am-6pmCall 1-866-612-4227
     
    I am not positive on this, but I think that in order to fix the email addresses that you use it would need to be taken care of by a tech from Support. Having the email address is not used just to log into the MyWebroot Account, but it is also tied to the Password Management feature. Which you saying you cannot access. Right?
     
    Since you cannot log into Support to submit a ticket and you cannot access your online Account Console then this would be best to call and  I'm so very sorry you have had this problem for a year. (This support will be free with an active subscription)
     
    EDITED: Once you get this fixed we will gladly help you make use of Password Manager.
     
    Will you let us know if you get this issue resolved or not so that we can help others with same problem? Thanks
     
     
     
     
    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
    RetiredTripleHelix
    Ssherjj
    Moderator
    Forum|alt.badge.img+62
    • Ssherjj
    • Moderator
    • March 18, 2015
    Hello Again @ 
     
    Have you tried changing your password? Please try that with your email address ok?
     
     This solution addresses Webroot SecureAnywhere http://sw.nohold.net/Webroot/Images/wsa_icon.png

    Note: This information relates to a Webroot online management account, which can be accessed here: my.webrootanywhere.com.  By creating such an account, you can view the security status of your devices from any location with an internet connection. This makes it easier to determine if all your devices are protected or if any need attention. For more information, see the SecureAnywhere Website User Guide.


    Follow the instructions below to reset your password or security code.
      [list=1]
    1. Click here to access the management website.
    [/list]
    1. Click on the "Can't log in?" link in blue next to the Log In button. [img]http://sw.nohold.net/Webroot/Images/wsa_changecredentials4.png[/img]  
    2. Select if you would like to reset your Password or Personal Security Code. [img]http://sw.nohold.net/Webroot/Images/wsa_changecredentials5.png[/img]  
    3. Enter your email address in the box provided. [img]http://sw.nohold.net/Webroot/Images/wsa_changecredentials6.png[/img] If after entering your email address you receive a message stating, "Your account has not been activated," you can have the activation email resent to you. Click the Resend Email button and follow the instructions in the email. If you need assistance confirming your account, click here. If you get an error stating, "Error(UPW003): The email address you entered does not exist in our system. Please check the email address you entered or use the email address to create an account," click here for solutions.    
    4. Type in the answer to your Security Question. This answer is case sensitive. [img]http://sw.nohold.net/Webroot/Images/wsa_changecredentials7.png[/img]  
    5. If answered correctly, you will be sent an email with a link to reset your Password or Personal Security Code as you requested. Click the link in the email to reset your credentials. Once this is done, you should be able to log in normally.
     
    Sorry I wasn't thinking before to ask you if you tried this or not! Then see if you can submit a Support Ticket with new password.

     
     
    Regards,
     
    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
    RetiredTripleHelix
    Dermot7
    Baldrick
    S
    Fresh Face
    • seal66
    • Author
    • Fresh Face
    • March 20, 2015
    I'll call them.  I CAN log into my online consle.  The problem is logging in using the password toolbar.
     
    Thanks.
    RetiredTripleHelix
    Gold VIP
    Forum|alt.badge.img+56
    Hello and Welcome to the Webroot community!
     
    Can you please Submit a Support Ticket and they will help you get this sorted. Or call them as Sherry Suggested: https://community.webroot.com/t5/Webroot-SecureAnywhere-Internet/password-manager/m-p/192677#M5323
     
    Thanks,
     
    Daniel 😉
    Baldrick
    Ssherjj
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