Now, after I’ve Signed Up and created a new account on Carbonite+Webroot, because this is where the "Get Started" button led to, the alert keeps appearing down to the right corner of the screen, non stop. This is the text of the alert
Webroot "Sign up for My Account Manage Subscriptions, access support and more by creating a My Account profile."
How do I stop this alert?
Best answer by TripleHelix
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As an ex-Prevx user and more than 10-year Webroot user, I love your AV but I hate these popups. Grrr😠!!
I also am not a fan of the persistent popups and I can assure everyone here that what happened with the in-product-messaging campaign was NOT supposed to happen. It was supposed to just be quick FYI message making you aware of features that some might not be aware of with the account. However, what happened was an error from our back end implementation and and the persistence of the popups was through the roof and has upset everyone. Going forward the message that’s displayed will only show up once and not persist after it is closed. I am unaware of the other messages that have been planned to be displayed, but if there are going to be anymore then they will be implemented correctly next time where it will go away after one click. I will also make a post on the community here letting everyone know beforehand. I was also caught off guard by this message as well.
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Hello
Sorry but I don’t know much about this issue because I had my account setup for at least 10 years but did you try a reboot of the system? Looks like other’s are having this issue as well see here: https://community.webroot.com/got-a-question-10/sign-up-for-myaccount-351244 so I would suggest that you Submit a Support ticket!
Webroot Support:
Call 1-866-612-4227 during the week Mon - Fri 7 AM to 5:30 PM (MDT)
Thanks,
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Hey everyone,
I agree this was more on the side of annoying even for me and as such you are not the first complaint we’ve had about this in-product messaging - there are multiple threads
We have since turned off this messaging and it should no longer after after you reboot your computer. If you still see this message after the reboot please contact our support so they can keep you up to date with the resolution
Webroot Support:
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This is to ALERT everyone on here! I finally got a message from support. Do you want to know what they said? They were SELLING me on the pop-up and to Activate My Account. I would not have believed it if someone else had told me this!
Instead of really being sorry for all the disturbance they’ve caused, they were more interested in selling me why the pop up set up and why I should sign up with the submit button.
In reviewing the ticket and the exact messages sent to you, I would like to clear up that Support are not selling the “my account”, it was just a suggestion to get rid of the popup. Our support has absolutely apologized for the inconvenience and disturbance for those that don’t want to create an account and are working diligently to remedy the situation for those that still have the pop-ups.
We would like to apologize for any inconvenience or grievances this has caused you. Webroot has received reports of this new messaging popping up regularly despite measures being put into place to stop the messaging. Your case as well as every other reported case has been brought to the attention of our Product Management and Development teams for review and further prioritization.
In March 2022, we released a new My Account portal for all Carbonite customers and new Webroot customers. The new My Account portal has been designed to allow you to be able to manage both the Carbonite and Webroot products.
According to our database, you have not yet registered for the new portal account. Please use the link below to create the new account with us.
https://myaccount.carbonite.com/createaccount/
If you do not want to set up an account on our new portal, please feel free to ignore these messages.
We're looking into this with priority and working to get this messaging removed as soon as we're able. Once this issue is resolved, we will be in contact to let you know.
Follow-up message...
The account that you can sign up for is an optional feature that we provide to our customers for account management, it is not something that has to be paid for. Additionally you are not required to set one up. As stated this is a known issue amongst our team and our teams are working diligently on resolve the issue reported. This was not an intended feature to have the message appear as often as it has. Once again we apologize for any inconvenience or grievances this has caused you.
I sincerely hope the messages go away ASAP and if you would like to actually speak to a person I would be happy to escalate this and have an engineer reach out to you.
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Let me know if you have issues
This is still annoying me…. I’m about to uninstall if it doesn’t stop. I paid for a license, stop putting popups on my pc.
I’m still getting the pop-up at startup. I’ve submitted a ‘ticket’ but haven’t gotten any help from WebRoot...still getting that anoying popup!!!!!!!!
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This is to ALERT everyone on here! I finally got a message from support. Do you want to know what they said? They were SELLING me on the pop-up and to Activate My Account. I would not have believed it if someone else had told me this!
Instead of really being sorry for all the disturbance they’ve caused, they were more interested in selling me why the pop up set up and why I should sign up with the submit button.
And they acknowledged that for some users (like me) the pop-up is happening (even if I don’t want to sign up). They’ll get back to me on a solution (at some point).
SERIOUSLY?! That was the response?? Unbelievable. Does anyone on here have another alternative they’d like to recommend? I’m so over this Webroot and the arrogance they are displaying.
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Yep its back again and still the credential eff up when I try to create a support ticket from my logged in Webroot page. I know my credentials but cannot even get a “lost password” email - it says sent but I never receive it.
STOP THIS DAMN POPUP PERMANENTLY! Or I’m outta here.
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Hello everyone, yes some are still getting the message and Webroot’s Development team is working on it and that’s all I know! I even get it once in awhile.
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The persistent popups was not intended and it was only supposed to be one popup that you could close. I understand the frustration when these things don’t work correctly, but it has been remedied and there will be no more popups that persist.
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There is no option to create a new account from this page. When I put in my email and click continue, I get the screen I already showed you above. So now, even though the main log in page states that if you already have and existing account with Webroot I can log in and manage my dash board but I can’t submit a ticket through the old portal? I will have to create a new account with the NEW Account Portal in order to submit a ticket to get rid of the create an account nuance pop up. (yes I did just chase my tail right in a circle) Or am I missing something altogether different?
This is the ticketing website. It is entirely different than old Webroot or new joined Carbonite+Webroot accounts. If your email is asking for a password, its because you have created a ticket before and is asking for the password to the support ticket website. If you do not remember the password, the I suggest that you reset the password and then go from there. As always your subscription includes help over the phone so if you need assistance please give us a call
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I looked at support tickets from your email and I don’t see any submissions since 2018. If you used a different email please DM it so I can find out where that ticket is and get support on it for you!
So after two support tickets and two generic responses explaining what the new MyAccount is, and feel free to ignore the popup (which won’t go away if you ignore it), this is still going on. Has been escalated, support says. Any updates on when this issue will go away? Sheesh, imagine if every app on the computer did this on start-up… 🤣
Hi,
I have a similar problem except I have never signed up for a Carbonite account but when I try and create one it will not accept my keycode for my Secureanywhere account.
Please help.
Rincewind
I’ve already cancelled my ‘automatic renewal’ with the thought that if they continue the popups I’ll change to Norton Antivirus. I just chatted with their technical support and they told me they use pop-up offers as well but there is an option to turn them off so you’re not bothered by constant ads… sure sorry to see WebRoot go this route!!
I think it’s pretty arrogant to offer a solution whereby we have to be proactive & reboot. I’m in the middle of several things and that’s annoying & will disrupt my workflow.
You can’t simply exit out of the pop-up, the only way to “get rid of it” (for a moment, until it pops up again) is to go to the site. I don’t even have carbonite...
If so many people have complained, why wouldn’t they be responsible and proactive by sending us an email to let us know they made a mistake. I’m going to consider other options as it doesn’t seem they are customer focused. Very disappointing.
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Yes I try to create an account but it tells ma an account already exists with this keycode. So I try to login with credentials that work for Webroot and I am told my credentials are invalid.
My renewal isnt far away so I think I’ll just not renew and uninstall webroot unless they sort this out.
if I don’t have a ticket and we have already rebooted, will it potentially just stop? Or is there something more that can be done to submit a ticket so we get notification upon remediation? Thank you for your help!
Edit: Blocked Members Email in Screen Shot ~ PTD
There is no option to create a new account from this page. When I put in my email and click continue, I get the screen I already showed you above. So now, even though the main log in page states that if you already have and existing account with Webroot I can log in and manage my dash board but I can’t submit a ticket through the old portal? I will have to create a new account with the NEW Account Portal in order to submit a ticket to get rid of the create an account nuance pop up. (yes I did just chase my tail right in a circle) Or am I missing something altogether different?
“These banner messages are being provided for all customers and will rotate and change throughout the year.“
Great! So this pop-up message is the first of an epidemic of pop-ups that Carbonite and Webroot have decided they are going to subject us to. This is what we get for the privilege of being paying customers.
I thought this problem had been resolved years ago when many of us complained vociferously about it, and Webroot told us they had learned their lesson. Well, here we go again 🙄.
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