I am also having trouble logging into Webroot SecureSync on my iPhone. I am using the same username/email and password, but it is telling me that it is incorrect. Please let me know how to fix this.
Best answer by YegorPView original
Best answer by YegorPView original
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The Community Staff is offline as it's the Labour Day long weekend and if your issue is serious you can Submit a Support Ticket and they will be able to help you!
I see you have been warmly greeted (thanks T.H and P.T.D for holding down the fort on this long Labor Day weekend!)...Basically, this is a "same issue, different reason" kind of scenario. But before I get into the solutions, I'd like to preface by saying that you must have a Webroot SecureAnywhere Complete subscription to use the SecureSync app for iOS.
I wasn't able to find a Complete subscription using the email address you used to register here on the Community so I've sent you a Private Message requesting a bit more info. As we wouldn't want you posting personal information on a public-facing forum, please reply in a private message as well!
You've got a handful of keycodes under your email address and your "MyWebroot" account was attached to one of the expired ones so I went ahead and associated it with the new Complete keycode so you should be good to go. Let me know if you're still having any issue with the app.
Hello. I am having the same issues with an incorrect product code. I don't see a way to change it myself. Would you please correct it for me so I can log onto my phone?
When you say you are having the same problem, I assume you have logged into the Account Console and found that the email address/profile you are using is associated with an expired key code?
We apologize for the inconveniece as we take care of this issue. Please let us know if there's still an issue Tuesday.
There is one other thing I'd like to clarify, on the off chance this is a different problem, and I'll send you a private message shortly to see if we're looking at another kind of problem.
This can be caused by quite a few different things. The first thing to check is to make sure your device is connected to the internet correctly. (Sometimes the simple things work!) Try to access a web page to make sure it is working!
There are several other common issues, and this KB Article may help as well.
Next, go to the Account Console and log in. If you have not yet created your Account Console, you need to do this in order to log into the mobile apps correctly.
Once logged in, click your email address at the upper right corner and choose "Manage Users" from the dropdown.
Locate the profile (Email address) you are wanting to use to log in. Check to make sure that all permissions are set to Access. If you have WSA Internet Security Plus for your computer, you will need Mobile Security and Password access. If you have WSA Complete for your computer, you will need Mobile Security, Back & Synch and Passwords all set to access. If you do not have a license for your computer, and are using only the standalone Android app, you will need just Mobile Security set to access.
If these permissions are not correct, click the little "person icon" at the far right end of the profile you need to edit. On the next screen, click the Access & Permissions tab at the top. Adjust your settings here, and while you are here check the key code listed. If you are using the Mobile App as part of the protection you received with WSA for your computer, the key code must not be expired, and if you have WSA Internet Security Plus or WSA Complete for your computer this key code should match what you are using on the computer application. If the Key Code expired or does not match the key code for your computer, you may need to Submit A Trouble Ticket for assistance. Changes to settings in the Account Console can take 20-30 minutes to take effect, so grab a chair, a nice cold glass of water and relax a few minutes.
Hopefully SOMETHING in this overly long reply will help!
Please let us know how you do, and you can also submit that Trouble Ticket for further help if needed as well.