Best answer by YegorPView original
User credentials not associated
I purchased webroot secureanywhere complete. I downloaded the Webroot SecureAnywhere Mobile Complete app for my android. I have entered my email address, password and keycode associated with my laptop subscription. I continually receive an error that says this "Your user credentials are not associated with this SecureAnywhere Complete keycode. Make sure you've created this user on my.webrootanywhere.com and try again." The keycode I entered IS associated with the email address and password i entered. The keycode i entered is the exact keycode shown in my "manage keycodes" section of my online account. Why isn't it recognizing it?? Please help
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I found both of your active keycodes and see that your "My Webroot" account is attached to the SecureAnywhere Antivirus rather than SecureAnywhere Complete keycode. That explains why you can't download and install the SecureAnywhere Complete mobile app on your device. I can definitely associate the account with the new Complete keycode, but, as you mentioned, you still have time (115 days to be exact) left on your other subscription.
Regarding the two keycodes being active at once, you can certainly do that by having one be activated on one computer and the other on a second (or third, etc), but because your SecureAnywhere Complete keycode covers up to five computers (while your Antivirus one only covers one), it is much easier and more convenient to have the Complete keycode activated across your devices. So instead, what I can do is disable the Antivirus keycode and add on the remaining days to your Complete keycode, which is much less complicated than having to manage two active keycodes at once.
Thanks for your fast reply.
I would appreciate if you could do as you suggested:
Disable the AntiVirus keycode and add the remaining
days to my Complete keycode.
I must say that I'm impressed by both the products
and the support.
Keep up the good work!
I went ahead and did three things:
1. I associated you "My Webroot" account with your new SecureAnywhere Complete keycode. You should now be able to use the account credentials to install the SecureAnywhere Complete mobile app with no more issues.
2. I disabled your SecureAnywhere Antivirus keycode. If that is the keycode that is currently activated on any of your computers, please open Webroot, click the "My Account" tab, click "Activate a new keycode", and copy and paste in your Complete keycode and click "Activate".
3. I added 90 days (based on the Complete vs. Antivirus product price difference) to your SecureAnywhere Complete keycode, which gives you a total of 454 days remaining on your subscription.
Let me know if you have any other questions or issues!
Thanks a lot for your help.
I will try it when I'm back home from work later today
but I'm sure it will work now.
I looked up your information and see that your "My Webroot" account is attached to a free Webroot mobile keycode. Can you please Private Message me your Webroot SecureAnywhere Complete keycode so I can associate the account to it?
Thanks for sending me that keycode. I went ahead and associated your account and everything looks like it went smoothly. Try installing the SecureAnywhere Complete mobile app again using the same account credentials-you should have no more issues! :D
Let me know if you need any more help!
As it's the weekend and there is a possibility that https:///t5/user/viewprofilepage/user-id/1016will be online tomorrow but if you feel you can't wait I would suggest that you Submit a Support Ticket so that you can get help 24/7.
Please Send me a Private Message with your new keycode and the email address your MyWebroot account is associated with and I will take care of this for you.
You were right. I looked up your subscription and your "My Webroot" account was attached to the expired trial keycode. I went ahead and associated it with your new SecureAnywhere Complete keycode so you should be good to go now! Let me know if you have any other questions.
Thanks for the unbelievably fast response...
(Edited for improved subject line - Jim)
As well as all my passwords are still locked since the last keycode is expired. How can I transfer over my passwords to my new keycode?