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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Thanks for joining, I was able to find your old SpySweeper keycodes but I do not see the SecureAnywhere Complete subscription. Can you please https:///t5/notes/privatenotespage/tab/compose/note-to-user-id/1016with the Android and Complete keycodes?
Also, your My Webroot Account still says that it was not fully activated. After you download the Android app you will need to complete activation on the website and create a 6 digit security code. Please let me know if you have done this already and also when you have sent the Private Message.
Is your SecureAnywhere Complete app working on your Android? Please let me know if you are still having any issues and I will be happy to assist.
I know my account is created and the key is associated yet I get this error on 2 devices, I can install the free version with the same account, but I'd like to get the features that I paid extra for. I know the account works because if I put in the wrong password I get an error stating the password is incorrect.
Are there any suggestions on how to fix this? I'd rather not have to create a new user account with another email address as this one is using my primary email address.
Welcome to the Webroot Community!
I looked up your subscription and it turns out that your "MyWebroot" account was attached to your mobile free keycode instead of your Webroot SecureAnywhere Complete one. I went ahead and associated the account with the Complete keycode and it was a success! You should be good to go now...Activate away! :D
Let me know if you have any other questions!
Thank you very much.
Thanks in advance, Luke.
Someone from the Webroot Team will be online soon to sort your problem out. ;)
Thanks for joining us. :D
I have located your My Webroot Account and associated it with your SecureAnywhere Complete keycode. Now you just need to uninstall the Free app from the Google Play Store and download the SecureAnywhere Complete app.
Having the same issues with my Mobile.
Have PM'd you my details
Hate to say it, but your situation is a unique case. Normally, I'd just associate your new Complete keycode, but the typical process isn't working (it may be because the keycode attached to the account has been expired for over a year). Nevertheless, we're looking into the issue for you on our end and working to get it resolved without you having to make a new "MyWebroot" account with a different email address. Hopefully, this is still a possibility, but making a new MyWebroot account with a different email address may be the only option. I'll keep you posted as I get more information.
Thanks for your patience,
Thanks for sending that Private Message. That keycode you sent was not yet registered so I did that for you (under the preferred email address)! This way, it'll be easier for us to find your subscription in our system should you have any more issues (hopefully not). Anyway, I went ahead and associated your "MyWebroot" account to the new Complete keycode and it was a success! You should be all good to go now!
Let me know if you have any other questions.
Good news! We were able to successfully resolve the issue and get your "MyWebroot" account associated to the right Complete keycode. You should now be able to use download and use the Webroot SecureAnywhere Complete mobile app with no more problems! Also, you'll need to activate the new keycode within Webroot on your PC as well. I know you have 17 days of protection left on the other keycode so you can either 1) wait it out and switch it after the 17 days are up or 2) switch it now and I can add the remaining days to your Complete keycode...Let me know!
Your "MyWebroot" account was attached to an expired trial keycode so I went ahead and associated with your new SecureAnywhere Complete keycode. You should be good to go now. Let me know if you have any more questions.
Yep! You're right-your "MyWebroot" account was attached to a free Webroot mobile keycode so I changed it! Now it's attached to your SecureAnywhere Complete keycode and you should be all set. Let me know if you need any more help!
Welcome to the Webroot Community. I looked up your subscription and see that you do have two active Webroot SecureAnywhere Complete keycodes. Your "MyWebroot" account is attached to the old one and I assume you're entering the new one when trying to log into the Webroot SecureAnywhere Complete mobile app. I can definitely associate your account to the new keycode, but you still have 27 days remaining on the old one. You can either use the old one to download the app and then we can change it up when the keycode expires or I can just add the remaining days to your new keycode and associate it now. Which option would you prefer? Let me know.