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  • 19 November 2017
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Userlevel 3
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  • 31 replies
Hi Webroot..
I formatted my PC yesteday. I have a subscription on WSA+, around 270 days back as far as I remember. But when I tried to put the PW in, it told me there was an error or something. I am using a trial right now. Can you help?
Thank you.
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Best answer by acooldozen 21 November 2017, 16:03

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32 replies

Userlevel 7
Badge +36
Response from Support:
 
Hey Lyle,
Thank you for taking the time to post that on behalf of another member seeking assistance. I'm sure it was appreciated. We have gone ahead and created a support ticket on their behalf and sent a response to the email provided, which should include the necessary login credentials to reply to support.
After reviewing the community post, it appears that the issue related to them creating a support ticket may be password-related, so hopefully the included credentials help to work-around that.
Let us know if we could assist further.

Thank you,
Webroot Support
Userlevel 7
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Hi nevi, you are again most welcome. Please let us know if support does/does NOT get back to you!
Userlevel 3
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Thank you very much acooldozen .You have all been very helpful. :D
 
Nevi
Userlevel 7
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Hi nevi, I have sent the following, along with your personal information to Customer Support.
 
Can you have someone contact a Webroot user and forum member who has been trying to reach customer support and is not able to send a message via the support page.. He is located in Denmark,
He has posted his problem on the forum under the thread of Webroot® SecureAnywhere™ - Internet Security Plus/Subject: Question/Started by forum name nevi.
We have been unable to solve his problem on the forum. When he tries to send a message to support it takes him in an endless loop to his Console.
Userlevel 7
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You are very welcome nevi. That's why we are here, and your English is very good. Wish I could have done more!
Userlevel 3
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Thank you for your help (and the others too). I know I can be a little hard to understand sometimes, as I dont get all the details.English is my second language as you probably have guessed.
I get back to the forum, as I have to leave now.
Again thanks all.
 
Nevi
Userlevel 7
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Yes you are using an incorrect password. The only password that can be used here is one that would have been emailed to you by support. Which means at one time or another you must have previously contacted support and been issued a password.
 
I am requesting that a Webroot employee or a mod with clout, grab the info detailed here and get nevi the support he needs????
Userlevel 3
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Yes I understand. But I have a PW manager (Lastpass), so maybe its the wrong PW I use? I know there are security PW's and normal PW's.
Userlevel 7
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Nevi, We have to get on the same page here. Please listen carefully!
 
When you click (send us a message) on the page I indicated, it asks for an email address. After that if it works correctly, it asks for a password. This is NOT your Console password do you understand this?
Userlevel 3
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Yes every time I have wrote my e mail adr, I have to log in again.
Userlevel 7
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Does it ask you to enter a password at any time?
Userlevel 3
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The whole thing happend again. Its like a loop.
Userlevel 7
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And what happens after you enter your email again?
Userlevel 3
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Yes it is.
But when I click on the orange button, I am being sent back to photo nr 2 where I have to write my e mail adr again, and it continue that way.
Userlevel 7
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  • When you get to the page I indicated, scroll to the bottom of the page and CLICK (send us a message).
Let me know if this is what you see or not?
Userlevel 3
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Yes I reach that site after I had looked good on my consol, and up in the right corner(in my consol) there was a phone symbol. In the bottom of that site, there is an orange bottom how to contact them, but when I do I am being sent back to photo nr 2 with my e mail adr, and it keep doing that.Loop.
Userlevel 7
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After entering your email address are you getting this page?
 

Userlevel 3
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First I'm being sent to photo nr 2, and then after having wrote my e mail adr, I'm being sent to my console.
 
 
Userlevel 7
Badge +36
"Hi again. I have tried 4 times now to make a support ticket, but I am just being sent to my console all the time. How do I make a support ticket"?
 
When you go to the SUPPORT link that Baldrick gave you what is it that you are actually seeing? Are you seeing image 1 or image 2?
 


 
Userlevel 3
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Hi Sherry
No It has never been necesarry for me to use the support system. But it would be great if one of you could help me out that way.
I was thinking about it yesteday, so its great you guys mention it.
Thank you.
 
Nevi
Userlevel 7
Badge +62
Hello @,
 
Maybe one of our Administrators/moderator can open a support ticket or check this out for you? @ or @?
 
That's a good point @...
Userlevel 7
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Have you at any other time previously opened a support ticket? If so you would have received an email with a support ticket ONLY password. 
Do let us know!
Userlevel 3
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Hi Baldrick..
I have no possibility to call US or UK. I only have a cell phone, and my plan only cover Europe and Asia.
Is there anything else I can do?:@
Userlevel 7
Hi Nevi
 
I seem to remember having heard of this happening occassionally in the past, but cannot find reference to the previous thread (will keep looking).
 
If you cannot opena support ticket then you will need to contact Support by phone and the various numbers (dependant on location) can be found HERE.
 
WIll post back if I find the thread I am thin king about.
 
Regards, Baldrick
Userlevel 3
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When I click on your link I have to sign in again, and then it takes me to my consol that show which subscribtions I have and have had. But they stand as being expired all of them, so there must be a bug somewhere. **bleep** software lol!

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