Hi shopkins84

 

Welcome to the Community Forums.

 

May I first ask what version you were on and what version you now are on...as you say that you "...renewed and updated to the next level of service".

 

If you have indeed 'moved' from say Antivirus to Internet Security Plus then you will have received a new keycode/subscription which you should use to unlock the features of the version you have upgraded to (there is just one installer and it is the keycode that unlocks the features for the different versions).

 

So if you would be kind enough to advise as to the answer to my question we should be able to take it from there.

 

Regards, Baldrick

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I updated from Antivirus to Webroot SecureAnywhere Internet Security Plus 3. The Product Key code was the same as the original Antivirus.  I received conflicting emails.  One said the upgrade would happen automatically, the other email said I need to enter the Product Key and download.  But as I mentioned the Key code was the same.

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Hi shopkins84

 

Thanks for the reply.  Well, just to make sure I would clcik on the gear/cog to the right of the 'My Account' tab and in the space on the right of the panel next dispalyed I would re-enter the key code and then press 'Activate'...just to make sure that the change in features has been recognised.

 

You can check as to which version you are running by looking to the left on the same panel and if the upgrade has been recognised then next to 'Product' you should see 'Internet Security Plus' or the like rather than 'Antivirus'.

 

If that does not work then try running a Scan from the main panel...strangely that sometime kick starts the exchange of data between the client on your machine and the Webroot Cloud.

 

Finally, if none of that gets the Product showing as 'Internet Security Plus' then you can try an uninstall/clean install as follows:

 

• Make sure you have a copy of your Keycode to hand
  
• KEEP the computer online for Uninstall and Reinstall to make sure it works correctly
  
• Download a copy here
  
• Uninstall WSA and Reboot
  
• Install with the new installer, enter your Keycode and DO NOT import any settings, if the installer offers this to you during the process; as you can set it up as you like once it's done
  
• Let it finish it's install scan
  
• Reboot once again

 

If this ALSO fails to resolve the problem, you may need to contact Support for assistance, by Opening a Support Ticket, and they should be able to check out what is going amiss.  In terms of protection there is a grace period of circa 30 days from expiry of a subscription so as long as you are in that period you are fully protected by WSA.

 

I hope that some of the above is of assisatnce?  Please do come back and let us know how this pans out for you or if you have any further questions.

 

Regards, Baldrick.

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Baldrick,

 

Thanks for the help.  I went to the My Account tab, re-entered the same product key, and pressed Activate.  It scanned and now everything is updated.  I thought I did that yesterday, but...

 

Thanks again.

Shopkins

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Hi shopkins84

 

Glad to hear that you are sorted...that is our aim here in the Community.

 

Please do come back here not only if you have further questions or any WSA-related issues, but also if you feel like hanging out...we are a fun bunch.

 

Regards, Baldrick

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