can't load on my android. tells me the keycode is wrong

  • 29 July 2015
  • 1 reply
  • 16 views

can't load on my android. tells me the keycode is wrong

1 reply

Userlevel 7
Badge +62
Hello ?,
 
Welcome to the Webroot Community,
 
Sorry to hear you are having issues with your Webroot Mobile keycode.
 
Please read possible solutions for this below.
 
Internet Connection
Are you connected to Wifi or a 3G/4G network? If you are connected to 3G/4G, try switching to Wifi or vice versa. Webroot SecureAnywhere needs a solid internet connection to verify your account.

Download the Correct App
Please make sure you have downloaded the correct Webroot Version from the Google Play Store, follow this LINK and follow those instructions.

Use the Correct Keycode
Are you typing the keycode in correctly? Many times the characters i/1, o/0, s/5, b/8 and others are confused when the user types the code in manually.  If you're not sure of the character, try it both ways.  If you have received a license that has both an all alpha and an alpha-numeric version of the code, please enter alpha version during install.  If you purchased your product from Webroot directly, you can also copy and paste the keycode from the email you received at the time of the purchase into the keycode field.
 
Also please go to your 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 you require further assistance or if none of the above solutions resolves this error, please Submit a Support Ticket and they will help you.
 
Please let us know if you get this issue resolved or not. Or if you have more questions.
 
 
Kind Regards,

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