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Can a user be removed?

  • 19 January 2013
  • 9 replies
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shorTcircuiT
Rank
Userlevel 7
I set up the mywebroot account a year ago with my first WSA Complete Key Code.  I also have activated Password Management, and used my email address.  A week ago, I entered a new Key Code to the account, as my original key code was due to expire.
 
Tonight, the first Key Code is expired, and so the password management will not work, it shows as expired.  I have that new key code protecting the same computer, but I cannot restart password management using the same email address.  Error(UBCU031):This user already has access to your console.  
 
Is there a way to remove the old key code from that email address and insert the new one, or to remove that user entirely so that it can be re-added?
 
I do have a second user with admin rights assigned, so if the one user is removed I will still have access to the account.  In the long run, I will want to remove that second user to the account, once I have the original user either removed and re-created, or simply the new Key Code assigned to that Password Management account.
 
Before you ask why I did not simply renew the original Key Code for an additional period of time instead of using a whole new key code, that was not an option in my situation.
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Best answer by shorTcircuiT 19 January 2013, 19:16

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9 replies

RetiredTripleHelix
Rank
Userlevel 7
Badge +56
Hey David Submit a Support Ticket and ask them to look at your account and if they can apply your new keycode to your old one.
 
Also https:///t5/user/viewprofilepage/user-id/1016should be online Sunday around 1:00pm EST so he could look into your ticket.
 
HTH,
 
TH
shorTcircuiT
Rank
Userlevel 7
Good morning TH, and thank you for the reply! I was hoping for an easy way, but I expected that a Support Ticket would be needed.

I will get that submitted this morning.
shorTcircuiT
Rank
Userlevel 7
Two thumbs up and a 5 star rating to Support.  Situation is resolved perfectly.  Thank you everyone!
RetiredTripleHelix
Rank
Userlevel 7
Badge +56
Great to hear! ;)
 
Cheers,
 
Daniel
shorTcircuiT
Rank
Userlevel 7
The solution was quite simple: Support 'moved' the email account, and thus the Password Manager, from the old license key on the account to the new one.  This action allowed the Password Management to begin working immediately, with no changes or intervention on my part.
 
It doesnt answer the question of if a user can be actually removed... but really it was a better and easier solution as I do not have to re-create the entire user account.
RetiredTripleHelix
Rank
Userlevel 7
Badge +56
Yes users can be removed from your My Webroot Account but you have make sure that you really need to, you can just uninstall from the device or PC and install it on another without going into My Webroot.
 
HTH,
 
TH
shorTcircuiT
Rank
Userlevel 7
TH, 
 
I think you misunderstood what I was meaning, or I did not explain it clearly which is very very likely.  Uninstalling will free up a device license, allowing it to be installed onto a different device, but it will not remove the MyWebroot Account Password Account, or the email address from its association to a key code.  The Password Account information stays allowing you to log into the new device with the account.  ( I uninstalled to test it already)  I needed to move the Password Account from the old expired key code to the new key code.
 
The original user login to MyWebroot was associated with the old key code, which even though the key code was expired I would still log in and manage the overall account.  The new key code was added into the same login, so both the old Key Code and the New Key Code are managed on the same MyWebroot Console.  On the MyWebroot account, in Manage Keycodes, there is the column for Password Accounts, which shows how many Password Accounts are activated.  While I could log in and manage the new key code using the same email address, the Password Management for that login was associated with the expired key code and thus blocked from use.
 
My fault for the confusion, when I wrote the post originally was after a very long day at work and I was quite tired :S
RetiredTripleHelix
Rank
Userlevel 7
Badge +56
No problem and that's another good thing to contact support with and ask them the same question or point them to this thread as I never came across this issue myself. On a side note I never let my License key run out I buy a renewal or at times Webroot will have sales on there website or Authorized Dealers such as from Best Buy, Newegg, Amazon (but stay away from eBay and third party vendors as most can't be trusted and are probably selling stolen copies of WSA and will not work) and contact support with the new key and ask them to add it on to the old one.
 
TH
shorTcircuiT
Rank
Userlevel 7
Yes.. Kind of unusual in having to switch key codes in one account for the Password Manager email address LOL, but I had a strange situation in which I could not simply renew the first key code.
 
I am glad I ran into the problem though, as it gave me some insights that I will find very useful.  I am sure I am not the only person who will encounter the situation, and now I have a better idea how to resolve it.   :D

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