Question

2FA problem

  • 16 March 2020
  • 9 replies
  • 80 views

Userlevel 5
Badge +16

Being dead clever (sic) I got a new phone.

I ported the apps and files across and reset the old phone to factory settings.

net result is that 2FA is  up the swannee.

I have tried to remove it as per instructions but as I seem to have forgotten one of the security answers I can get no further.

I also recently had my sons computer handed down to me as he bought a new one, as this was already on the account I just removed my old one. I find now that I cannot access the web console from the task bar.

not sure if that is relevant but I thought it should be mentioned..

 

in short:-  HELP,

 


9 replies

Userlevel 7
Badge +62

Sorry @moonzero2 ,

I haven’t enabled or disabled 2FA before on my Mobile device.

Are you able to uninstall/reinstall Webroot on your device?

Otherwise please Submit a Support Ticket and they will get this sorted for you.

Sorry I cannot help more.:disappointed_relieved:

Userlevel 7
Badge +62

Hi @moonzero2 ,

Sorry to hear you are having this issue. Are you talking about signing into the Web console that asks for your security code? Because you can click forgot Security code and then you'll get an email to reset it...

Your best bet might be to Submit a Support Ticket and they can guide you to a solution for this.

 

Hope this helps?

Userlevel 5
Badge +16

hi  Ssherjj

  I don’t get that far, once I log in it asks for the authentication code, which I cant give as the ported app dosen’t seem to get the message.

As my phone number is the same (just moved the sim over) I assumed it would work ok.

Probably can’t  access 2fa as although webroot app ported to phone  it does not appear to be active.

 

 

Userlevel 5
Badge +16

Hi Again

 

 I have just submitted a ticket, copied and pasted the messages here by way of explaination .

looks like I may have to re-install, but we’ll see what comes up.

thanks for the help, much appreciated.

Userlevel 7
Badge +62

@moonzero2 have you looked here for help? Or you cannot get that far…

 

Userlevel 7
Badge +62

Hi Again

 

 I have just submitted a ticket, copied and pasted the messages here by way of explaination .

looks like I may have to re-install, but we’ll see what comes up.

thanks for the help, much appreciated.


Great please get back to us to let us know if this was resolved or not ok? So that we can help others with similar issue. :blush:

Thank you!

Userlevel 5
Badge +16

Hi SSherjj

 

 Replied  to say they would like to assist by phone.

Took a while to recognise the toll free number given was for the US.

Found a local one and it all seems ok.

Userlevel 7
Badge +62

Thank you for theupdate@moonzero2 ,

Was Webroot Support able to help you by phone then?

 

 

Userlevel 5
Badge +16

Oh Yes,

had to uninstall the app from the phone and reinstall, but the main site problem was that the security answers are case sensitive.

All the answers were correct, but I used a capital where there isn’t one in my actual answer..

part and parcel of not having to use the security questions in a few years, and lazy grammar in setup

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