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    I need to gain access to my webroot account

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    • IRJI
      IRJ
      last edited by

      @Nic ,

      I purchased Webroot about 3-4 months ago. I recently did a refresh on my PC and I would like to reinstall Webroot. However, I cannot login. I tried both of my main email addresses and I get this

      2014-07-30_13-59-54.png

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      • IRJI
        IRJ
        last edited by

        I found my confirmation email when I ordered

        2014-07-30_14-01-13.png

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        • NicN
          Nic
          last edited by

          Do you have the keycode? If so I can look it up and see what the email is. PM me the keycode if so.

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          • NicN
            Nic
            last edited by

            Oh, you posted while I was writing 🙂 I'll PM you the keycode and let me know if that works.

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            • NicN
              Nic
              last edited by

              also, while you might have purchased at that email address, could you have setup your portal account using a different email address? Or not set one up at all?

              JaredBuschJ 1 Reply Last reply Reply Quote 0
              • JaredBuschJ
                JaredBusch @Nic
                last edited by

                @Nic said:

                also, while you might have purchased at that email address, could you have setup your portal account using a different email address? Or not set one up at all?

                This is a very not intuitive process by the way.

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                • NicN
                  Nic
                  last edited by

                  Agreed - we were just talking about that yesterday here in the office. Most people don't setup a portal because we don't make it easy and walk them through it. It's on the list of things to improve 🙂

                  JaredBuschJ 1 Reply Last reply Reply Quote 0
                  • JaredBuschJ
                    JaredBusch @Nic
                    last edited by

                    @Nic said:

                    Agreed - we were just talking about that yesterday here in the office. Most people don't setup a portal because we don't make it easy and walk them through it. It's on the list of things to improve 🙂

                    I have helped a few people through that process when they had the product from a purchase at best buy

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                    • DashrenderD
                      Dashrender
                      last edited by

                      Agreed!
                      The portal needs a ton of improvement.

                      Also, why did Webroot decide to go with the second stage authentication? Any chance they would be willing to look at using something like Google Authenticator too, allowing the user to choose one or the other? I forgot what I put in for my second part authentication and had to spend 20 mins on the phone with support until I could figure it out, what's even more strange - my second form authentication was in plain text for the support person.

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                      • NicN
                        Nic
                        last edited by

                        Yeah, we're looking into two-factor authentication to replace the security code.

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                        • NicN
                          Nic
                          last edited by

                          And that is a weakness of single char excerpts from security codes. There's no good way to hash those, so they have to be stored in plain text. So make sure you don't reuse that as a PIN elsewhere.

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