How can I get my new keycode to work on my laptop that has an expired (over 6 mos) keycode?
I purchased a laptop in August of 2014 and received webroot secure anywhere with it (from Best Buy). The Keycode expired about 6 months ago and I did not renew it. We just bought a new laptop (less than a month ago) from Best Buy and also got the webroot with it. I downloaded from the disc and followed all the steps, entering the keycode and all my information required and it says I am not protected. I went to the console and cannot sign in under the old information so I created a new account. Now I cannot log in on the console. What am I doing wrong?
Already have an account? Login
Login to the community
No account yet? Create an account
Enter your username or e-mail address. We'll send you an e-mail with instructions to reset your password.
Welcome to the Community Forums.
I think that this needs the attentions of our Geek Squad/Best Buy issue guru ?...hopefully he wil be along shortly to advise on this for you.
Normally, we need to refer matters to Best Buy for support, but this one gets complicated. We have a couple of different things to do, and we MIGHT need to use both Best Buy AND Webroot Support to accomplish things. (Best Buy will have to refer a part of it back to Webroot Support, so we might as well just skip that referral and save a day or two of time!)
1) ? Can you check with ? to make sure that his new key code has been properly activated? Having that checked on this end will be faster and less hassle than calling to Best Buy to verify it most likely.
2) IF the new key code has NOT been activated with Webroot, AND the back of the software box has a Best Buy Serial Number beginning with "WBR", please call 1800-GEEK-SQUAD and have them correct this.
3) Once we know that the key code is correctly activated with Webroot, now Submit a Trouble Ticket to have Webroot Support handle the issue of the Account Console. Best Buy / Geek Squad have no access to correct issues with the Console and would have to create an escalation back to Webroot, but that usually will take an extra day or two. We might as well do it ourselves.
My suggestion is to have BOTH you old and new Consoles deleted. You have no information that needs to be saved in the old console: about 15 days after your old key code expired the data for the Password Manager would have been deleted. Once both Consoles have been deleted, it SHOULD free up the system for you to create a fresh new Console with the email address of your choice.
The Password Manager, which you will have access to, is authorized by both key code AND an individual user id (email address), so it is important to make sure things are cleared correctly.
I was able to install webroot onto the new laptop we bought a few weeks ago. It is fully functioning. Now, what I need to do is add it to my older laptop, the one that expired in February. If I need to delete the console and do things over I need someone to tell me step-by-step exactly what I need to do. We only had webroot once and it was an easy install. I am sorry that I just don't understand some of the things required and where to look for them. I appreciate all your patience with me.
I think the best route will be to have Support take a look and make sure that your Account Console is properly created, and give you a hand if it isn't. Just Submit a Trouble Ticket, there is no charge for this 🙂