Why is the Internet Security Complete app on Google Play for Android say my email is not registered?

  • 18 February 2016
  • 3 replies

Im here registered and posting on the forum- so why is the app on Google play saying my email is not valid and won't let me use the paid version of the app? I just bought this at Frys and scanned my laptop- why am I already having problems with the app?

3 replies

Thanks Baldrick- I found out the problem; Joining the Webroot community/forums is a separate registration from registering as a Webroot Secure Anywhere customer- this is confusing- a couple prompts during the registering process of either entity clearly explaining this would have helped a lot- or simply making one sign up/registration for both the community and the product- but regardless so far I am very happy with the product and impressed with how fast I recieved help on this forum- thanks again!!
Userlevel 7
Hi Remodeller
Many thanks for the feedback...glad to hear that you are sorted.
We do try to make sure that all Community members, whether new or as old, are as well serviced as possible.
Do please let us know if yo uhave any further questions or need help with any further issues.
Regards, Baldrick
Userlevel 7
Hi Remodeller
Welcome to the Community Forums.
This can be caused by quite a few different things.  The first thing to check is to make sure your device is connected to the internet correctly.  (Sometimes the simple things work!)  Try to access a web page to make sure it is working!
Next, make sure you have the right version downloaded for your license of WSA.  Please refer to this KB Article for help.
There are several other common issues, and this KB Article may help as well.
Next, go to the 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 the Key Code expired or does not match the key code for your computer, you may need to Submit A Support Ticket for assistance.  Changes to settings in the Account Console can take 20-30 minutes to take effect so please be patient.
Hope something above is of assistance?
Regards, Baldrick