I saw on the main menu of my Webroot that it was time to renew, so I clicked on the icon and it brought me to a renewal thru Best Buy. Paid my due amount on a credit card. The next day my webroot was still telling me to renew. I called customer service and they said it may be because the credit card hasnt cleared yet and to give it another day, Did that and still hasnt changed except when I click on the renew now icon, the best buy page says I am okay until the end of the year.
So my question is how do I get it to stop telling me to renew and am I really protected?
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Welcome to the Community Forums...http://www.calendarofupdates.com/updates/public/style_emoticons/default/dancing.gif
GIven that the purchase was through Best Buy you will need to get back to Best Buy direct with the information that WSA is "...still telling me to renew...when I click on the renew now icon, the best buy page says I am okay until the end of the year." as they will most likely need to look at their back end systems to determine the cause.
I think that I am correct in saying that but will tag
Post back to let us know how you get on with the issue.
Has your current subscription expired or do you still have some time remaining before it is due to expire?
You see, Best Buy does NOT bill 'live' at the time you call to provide payment information. The Best Buy version of the software does show you that you need to renew if you have less than 30 days remaining before renewal. Your credit card, however, will not be charged until the day the renewal is due.
All Best Buy billing is fully automated, and it is run on the last day of the current subsription. Since this is automated, and the entire batch for each day is done at one time, it can take 24-48 hours for your credit card to be billed, depending on the time of day you provided your payment information.
If you are late in getting renewed, do not worry, you are protected. Best Buy also provides a 30 day grace period to renew during which your software will still protect your computer, even though it may be past the expiration date.
Please verify if your renewal is PAST due, or if you still have a few days remaining on the current subscription and reply here so I can give you a bit more information.
Thanks for picking up the tag on this one...another piece of information on Best Buy to 'store' for future reference/assistance of fellow users.
I am just concerned that 1) like I said already my protection is compromised and 2) how to make it stop giving me reminders when obviously I have paid and it reflects on the Best Buy link.
While a renewal over due for payment may take more than 24 hours to process in some situations, it certainly should have done so by now.
If you are renewing... this is quite normal. The renewal payment will not be processed until there are 0 days remaining (under 24 hours). Your card will be charged and the new year will be reflected at that time.
If you are having issues with a newly purchased copy, you will need to call Geek Squad to have them repair the subscription. While rare, it sometimes happens that while the subscription is set correctly in the Best Buy/Geek Squad systems, it fails to be correctly transmitted to Webroot. As you have already spoken to them about this issue, I would suggest you request the problem be escalated to the "S2 Escalations" team. That is often the only team able to see the status of the subscription at Webroot's side, and the ONLY team that can re-send activation data to Webroot. (Note: when a subscription has failed to be transmitted correctly, the software automatically goes into a 30 day trial mode.)
If you are renewing your Best Buy Subscription, you have no new download and no new keycode to use. Your existing keycode will still be used.
Please note that Best Buy renewals are done ONLY on the renewal date so if you provide your credit card information 2 weeks before the software is due to expire, your card will not be charged for two weeks.
If you subscription is already past due for payment, it can take 24-48 hours for the renewal to take place. Best Buy does the renewal charge in a single daily batch, not in real time as credit cards are provided.
If you have any other more specific questions, I might be able to answer them, but in order for you to provide a credit card for the renewal you MUST do that through Best Buy. You can do that by calling 1800-GEEK-SQUAD