I need to gain access to my webroot account

IRJ

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

IRJ

I found my confirmation email when I ordered

Nic

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

Nic

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

Nic

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?

JaredBusch

@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.

Nic

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

JaredBusch

@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

Dashrender

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.

Nic

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

Nic

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.