Question

Authentication versus Security Code - alike or different?

  • 30 October 2022
  • 5 replies
  • 30 views

On occasion a review of account details with Webroot is preferred for security…………  After the insertion of the email registered along with the password, the next block asks for an authentication code………..   When entering the security code the process blocks out the entries, then after three attempts forces a 15 minute lapse………. If a corrective entry is made during the Forgotten Password function, the process remains the same and will not allow valid entry……….    Apparently there is a missing link to gain access for reviewing the WebRoot account…..


5 replies

Userlevel 7
Badge +22

Typically the authentication code is something like an SMS to your registered phone number. If you used a landline, you are not going to get that code and will need to contact support for help  (https://www.webroot.com/us/en/support/support-home). If you are using a cell phone and not getting the message, make sure the number is not blocked. (I do not know what number it comes from.  Or perhaps you entered your phone number incorrectly, in which case contact support. 
 

OR

 

You can always reach out to support for help. Follow this link to find methods including phone numbers. https://www.webroot.com/us/en/support/support-home
 

In review of initial text ------------  After the insertion of the email registered along with the password, the next block asks for an authentication code………..   When entering the security code the process blocks out the entries,   …………..     No Phone was involved ……………..

Userlevel 7
Badge +22

Sorry root4you2. Maybe I’m missing something.  Are you posting text that appears on the screen? Any chance you can post a screen shot with personal data blocked out?

 

I might also suggest you contact Webroot Support and see if they can help. You can find contact info here:

https://www.webroot.com/us/en/support/support-home

thanks for your time in responding………….  Out of time today, but will plan on making contact with WebRoot Support beginning tomorrow, Monday the 31st for further information……  Thanks again ………...

Userlevel 7
Badge +22

Great. Sorry I could not solve this but I’m obviously missing something.  Let us know how it goes. 

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