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Payment confirmation but app and key not provided.

  • 18 December 2019
  • 14 replies
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W
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"I purchased "Webroot Secure Anywhere AntiVirus" via Carbonite (the parent company offering the app) 1 year license near on a week ago now and have logged calls etc as no app link or activation code has been supplied. Just the confirmation of receipt of my money and a request for me to contact Webroot (which I did via email and logged two tickets) and ring the US which will cost more than the app did as I am ringing from Australia. I just need an email or such providing the key etc. Is it possible the sales offer was a HOAX? HELP anyone. Can send the purchase confirmation.

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Best answer by Warren Heck 7 January 2020, 04:53

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ProTruckDriver
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Hello @Warren Heck Welcome to the Webroot Community Forum. :relaxed:

You can check with the Webroot Office in Australia about your license. Here’s the link for the Webroot Offices and Support Tickets  Contact Webroot Support

HTH,

Dave.

Late 2015 ~ 5K ~ 27 inch iMac ~ macOS Catalina 10.15.7 ~ Clone & Backup with: SuperDuper - Time Machine & iCloud. PWM: RoboForm.  "An Apple a Day, Keeps Microsoft Away." 
W
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Hello @Warren Heck Welcome to the Webroot Community Forum. :relaxed:

You can check with the Webroot Office in Australia about your license. Here’s the link for the Webroot Offices and Support Tickets  Contact Webroot Support

HTH,

Dave.

Thanks,

I have rang then but they are not answering in trading hours and asking to call in trading hours.

Thanks for the help though.

W
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Sorry that should have read that I rang ‘them’ at 2:30pm and they asked to ring back in trading hours 8:30am to 5:30pm as the office is closed.

W
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Still no response to my on line tickets to Webroot or emails yet regarding the product. Over a week now. I guess I have lost my money on this occasion.

ProTruckDriver
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@Warren Heck I ping our Forum Specialist @khumphrey to see what he can do to solve this problem. Sorry for all the inconvenience this has been causing you.

Late 2015 ~ 5K ~ 27 inch iMac ~ macOS Catalina 10.15.7 ~ Clone & Backup with: SuperDuper - Time Machine & iCloud. PWM: RoboForm.  "An Apple a Day, Keeps Microsoft Away." 
W
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Thanks, much appreciated.

ProTruckDriver
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@freydrew@khumphrey  Can you PLEASE Help this member with his problem. I believe he has waited long enough for an answer from Webroot.

Thank you,

Dave.

Late 2015 ~ 5K ~ 27 inch iMac ~ macOS Catalina 10.15.7 ~ Clone & Backup with: SuperDuper - Time Machine & iCloud. PWM: RoboForm.  "An Apple a Day, Keeps Microsoft Away." 
W
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@freydrew@khumphrey  Can you PLEASE Help this member with his problem. I believe he has waited long enough for an answer from Webroot.

Thank you,

Dave.

Thanks, I have received an email with a suitable AUS number to call. I called the number and they had me install two more sets of software and run one of them on my PC as their preferred way of sending an image of the invoice. I would have preferred to just send the image by email but they advised it is not possible which amazed me I must say. They are looking into the non-supply.

K
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Hey @ProTruckDriver and @Warren Heck ,

Sorry about the delay, just got back from vacation and visiting with family today. I saw a private message from Warren this morning and immediately contacted our support team. They just sent out an email to you warren - did their answer give you what you need? If not I’ll follow up again.

 

Apologies for all the frustration you’ve gone through. I’ll do whatever I can to help you out here!

-Keenan

W
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Thanks, they sent confirmation that “Your purchase should be applied to your current keycode. If you do not see this, please reboot your computer and run a scan.” which is for the trial version. Unfortunately when I did all this and logged into Webroot it says on https://my.webrootanywhere.com/home.aspx and the PC Security section - says
0 PCs Protected 
0 PCs Needs Attention
0 PCs Encountered a Threat (last 24 hours)

I have let them know.

W
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They are still working on it. They replied that they have set the license up but tonight I am no longer able to log into my Webroot account so are waiting for a reply on that to be able to confirm the license status.

W
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Corrected the log in problem (which was relating to webroot not sending my 2FE to my phone). Solved by saying my phone was lost/stolen (even though I still have it but webroot aren’t sending to it). 
This disassociated my phone from my account allowing me to log in via the pre-provided security questions. I tried this as I could not get a call back from AUS support line after leaving message as requested. 

The license non-supply and account issue is now solved. It took nearly a month so thanks for the help moving it along.

ProTruckDriver
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Userlevel 7

Thank you @Warren Heck for posting that your problem has been solved. I’m sorry it took a long time. The Author (which is you) has the ability to mark this thread as “Best Answer” or “Solved” which will help other members if they have this problem. In my opinion, your last post should be marked as Best Answer which explains how you solved the problem.

Have a nice day, :relaxed: Dave.

Late 2015 ~ 5K ~ 27 inch iMac ~ macOS Catalina 10.15.7 ~ Clone & Backup with: SuperDuper - Time Machine & iCloud. PWM: RoboForm.  "An Apple a Day, Keeps Microsoft Away." 
K
Userlevel 7
Badge +20

@Warren Heck ,

I’m so glad you were finally able to get this resolved with our support team. I apologize that it took so long - this was definitely a weird edge-case so I hope it hasn’t soured your opinion of Webroot too much! Please feel free to PM me any time if you’re ever having more difficulties and I will do what I can to escalate.

And happy new year! 

-Keenan

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