User credentials not associated

Hey ThaiBerra,
 
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.

Hi ThaiBerra,
 
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!
 
Regards,

I am having the same problem with my android phone. Please help. Thanks in advance!

Hey Rvin,
 
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!
 
Regards,

I'm having the same problem, trying to install Webroot SecureAnywhere Complete on my Android device and getting the "user credentials not associated" error. Had no problems installing it on my PCs. Can someone help? Thanks.

Welcome to the Community katiealice. :D
 
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.

as many other users I can not have access from my iphone 4s. login and password are correct because i am using them to log in from my laptop and samsung s3, but iphone keeps saying that there is a problem.
any idea?

I am again not able to install the product on my nexus 7 tablet. It gives me an error message "Login failed. The email or password you entered is incorrect."

I purchased webroot secureanywhere complete and activated it on my laptop today.  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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(Edited for improved subject line - Jim)

It works now. Thank you!

I'm having the same issue with my phone as well. What do I need to do to fix it?
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?

Hello caleb, Welcome to the Webroot Community Forums. 😃