Best answer by YegorP
View originalUser 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 am having the same issue. Would you be able to help me please?
"""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!"""
"""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!"""
Hi davinanordstrom,
If you have already made an account on https://my.webrootanywhere.com/default.asp and are still having this error, please private message me the keycode being used as well as the registered email.
You may also open a support ticket here: https://www.webrootanywhere.com/servicewelcome.asp
Thanks,
Josh C
If you have already made an account on https://my.webrootanywhere.com/default.asp and are still having this error, please private message me the keycode being used as well as the registered email.
You may also open a support ticket here: https://www.webrootanywhere.com/servicewelcome.asp
Thanks,
Josh C
I'm having the same issue. going back and forth with tech support all day and still getting the same error message. Way to frustrating. Can someone please fix this for my phone?
Userlevel 7
Hi Jeff,
I looked at your account, and although you're receiving the same error message, it's not the same issue. Unlike the other cases reported in this thread, your portal account is already properly associated to your keycode. The responses being given in the support ticket are correct. If it's not that the wrong email address or keycode is being input into the app, I'm not initially sure what else could be causing the problem in this case. However, as a mobile escalation engineer, I'm happy to take over the case and see if we can get this problem resolved for you. Please check your email for an email from me.
Thanks,
Jim
I looked at your account, and although you're receiving the same error message, it's not the same issue. Unlike the other cases reported in this thread, your portal account is already properly associated to your keycode. The responses being given in the support ticket are correct. If it's not that the wrong email address or keycode is being input into the app, I'm not initially sure what else could be causing the problem in this case. However, as a mobile escalation engineer, I'm happy to take over the case and see if we can get this problem resolved for you. Please check your email for an email from me.
Thanks,
Jim
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!
Userlevel 4
Hi FloeticLyfe,
First, I'd like to welcome you to the Webroot Community!
Sorry to hear that you are having a problem activating SecureAnywhere Mobile, but rest assured that we can fix this issue for you quickly. Please click on the link below to create a Support Ticket.
Create a Support Ticket
Enter your registered email address and then fill out the form. We will then look into your account and fix the issue with your keycode and you will then receive detailed instructions on how to complete the process.
Thanks,
Howard
Userlevel 7
Hello davinanordstrom, JeffODell and FloeticLyfe, Welcome to the Webroot Community Forum. :D
Webroot Forum = Fast Answers. 😉
Webroot Forum = Fast Answers. 😉
Userlevel 7
FloeticLyfe, I do not see a support ticket from you in the system yet. Please follow Howard's advice and create a support ticket. In this case, we will need to know which email address and keycode you are trying to use, and that kind of information should not be posted here on the forum. However, if you put it into a support ticket, we can assist you further.
Thanks,
Jim
Thanks,
Jim
Userlevel 3
Hi JM,
So sorry about the issue you're experiencing with your phone. Please send me your email and keycode in a private message (please don't post it here) so we can look up your account and see what might need to be fixed.
Thanks!
So sorry about the issue you're experiencing with your phone. Please send me your email and keycode in a private message (please don't post it here) so we can look up your account and see what might need to be fixed.
Thanks!
Private message with info sent.
I have same issue as JM. I bought COMPLETE yesterday instead of renewing for 1 year on essentials. L inked my new key code to my account. However the mobile app does not recognise it -
Error
Your user credentials ar enot associated wiht this Secure Anywhere COplete Keycode.
Please advise.
Error
Your user credentials ar enot associated wiht this Secure Anywhere COplete Keycode.
Please advise.
Sorted
Thanks
Thanks
Interesting. I'm having the same issues... I've got one of my PCs set up and recognized with SecureAnywhere Complete, but my Android phone is giving me the same message JM was getting.
Assistance appreciated.
Kehvan
Assistance appreciated.
Kehvan
Userlevel 7
Hey KMZydhek,
Your account was attached only to your Webroot Mobile keycode so I moved it over to your Webroot SecureAnywhere Complete keycode. You should be all good to go and have no more problems trying to access your app. Let me know if you have any other questions!
Welcome to the Webroot Community! :D
Your account was attached only to your Webroot Mobile keycode so I moved it over to your Webroot SecureAnywhere Complete keycode. You should be all good to go and have no more problems trying to access your app. Let me know if you have any other questions!
Welcome to the Webroot Community! :D
Excellent! It works now. Thanks for such quick action!
Kehvan
Kehvan
I'm having the same issue my key code for complete says not associated with this account.
I just bought webroot for my PC's all is fine but my android is having some issues - "User Credentials are not associated" I have tried everything but nothing is working.
I am having the same problem. It says my keycode isn't associated with my account but it Is online. Please help.
Userlevel 7
Hey aaronshaw6584 and shelbyrenae!
I have associated both of your mobile Online Accounts with your SecureAnywhere Complete subscriptions.:D
I have associated both of your mobile Online Accounts with your SecureAnywhere Complete subscriptions.:D
Hi there in exactly the same situation regarding the android complete app and my recently upgraded account keycode. is it possible to check my account settings out please?
thanks
thanks
Userlevel 7
Welcome to the Community gaukrod,
I have associated the keycode and everything should work smoothly. Let me know if you have any other questions. 😃
I have associated the keycode and everything should work smoothly. Let me know if you have any other questions. 😃
Thanks all sorted now thanks for the quick response.
Userlevel 1
Greetings,
My first post after licensing my secureanywhere complete.. I am having this same issue on my android device..
"Your user credentials are not associated with this..."
You will be able to see on my account the 365 day license "****-****-****-****-97cc" which I am attempting to convert my mobile across to.
Any help would be wonderful!
Thank you,
Jordan.
My first post after licensing my secureanywhere complete.. I am having this same issue on my android device..
"Your user credentials are not associated with this..."
You will be able to see on my account the 365 day license "****-****-****-****-97cc" which I am attempting to convert my mobile across to.
Any help would be wonderful!
Thank you,
Jordan.
I purchased webroot secureanywhere complete and activated it on my laptop. 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??
Userlevel 4
Hi colonels,
Welcome to the Webroot Community and thanks for joining us :D
I went ahead and looked into your account and what had happened was that the new keycode was not associated with your account correctly. I made the necessary changes and you should be good to go.
Please use the new keycode on SecureAnywhere for Mobile (which I will Private Message to you just in case) along with your email address and password and you should be able to activate SecureAnywhere Complete for Mobile.
If by chance you still have any issues, please write back and let me know and I would be happy to help you out.
Thanks !
Welcome to the Webroot Community and thanks for joining us :D
I went ahead and looked into your account and what had happened was that the new keycode was not associated with your account correctly. I made the necessary changes and you should be good to go.
Please use the new keycode on SecureAnywhere for Mobile (which I will Private Message to you just in case) along with your email address and password and you should be able to activate SecureAnywhere Complete for Mobile.
If by chance you still have any issues, please write back and let me know and I would be happy to help you out.
Thanks !
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