Billing and Payment

  • How do I request my rebate?

    If you are looking to claim, print, or check status of a rebate from an ONLINE purchase click here.

    If you are looking to claim, print, or check status of a rebate from a RETAIL STORE purchase click here.

  • There is a charge on my credit card from Webroot Software, what is this?

    The charge on your account is from Webroot Software, for the renewal of your computer security software. You may recognize the product names, Spy Sweeper, Webroot Antivirus w/ Antispyware, or Webroot Internet Security Essentials. It appears the software is still in use on your system, and thus necessary to keep it updated and active, in order to remain protected against the latest threats on the internet. If you are no longer using your Webroot Software, and would like a refund, click here. If we do not receive a reply we will assume you are satisfied with the renewal of your Webroot Software.

  • How do I request a refund?

    Refund Policy: Webroot Adheres to a 70 day money back guarantee.

    • If you purchased online from Webroot.com:

      Click here to start the refund process. FYI : You will need the invoice number and the dollar amount must match the invoice total. You cannot perform a partial refund, or a refund over $200. Please contact our Sales Team at +44 (0) 870 141 7070 for assistance with those type of inquiries.

    • If you purchased from a retail store:

      The quickest way to get your refund is to bring your software back to the store where you purchased it. If you are unable to do that, we can issue a refund check if you have the following:

      1. Original receipt of purchase. The receipt must be dated within 70 days of your refund request.
      2. The original software disc.

      If you have both of these items, please send them to the address below. Webroot does not refund shipping and handling expenses or sales tax.

      Webroot
      Attn: Consumer Support/Refunds
      385 Interlocken Crescent
      Suite 800 Broomfield, CO 80021, USA

      Once we've received all your information we will process the refund and send you a refund check. Please include your full name and the mailing address where you would like the check to be sent. Also, please allow 4-6 weeks for delivery.

  • What is the status of my refund?

    If we have processed your refund then you should have received e-mail confirmation. Once we process the refund it is sent to your bank. Your bank will then post the refund directly to your account. This process can take anywhere from 3-10 days, depending on the bank. To request further information on the status of your refund, please contact your bank directly.

  • What is Uninterrupted protection? Please tell me about your auto renewal program and its benefits.

    Webroot wants to eunsure that your PC is protected from ongoing security threats by offering you "Uninterrupted Protection" and automatically renewing your subscription with us. This will ensure that your PC is never unprotected and left vulnerable to threats. We will also notify you before your subscription expires to confirm the automatic renewal and provide you with cancellation and update options. Your subscription will always be renewed at our standard renewal price (plus any applicable sales tax).

    • When deciding whether "Uninterrupted Protection" is right for you, please consider these following benefits to automatic subscription renewal:

      1. Webroot provides definition updates almost every day. Definitions are updated so that your software can protect against the latest malware threats. By choosing our "Uninterrupted Protection" option, you ensure that you will continue to receive regular updates and maintain the highest level of protection for your PC.
      2. "Uninterrupted Protection" ensures that your real-time protection will continue and that your PC will remain secure at all times.
      3. Continue to receive FREE US-based Customer Support with your subscription!

    Remember, Webroot will always notify you prior to any charge being made to your credit card. Reminder notifications will be sent to the email address that was used for your original purchase. If you would like to remove automatic renewal option from your subscription, please complete the form located at: http://updates.webroot.com/autorenewal/auto_renewal_optout.php

  • Can I purchase your software using a check or cash?

    There are several ways to purchase our software without a credit card:

    1. Purchase our products at a retail outlet (ie. Best Buy, Office Depot, Fry's, Target, Walmart)
    2. Purchase a VISA/MC gift card at your local grocery store or Walmart and after activating it online, you can then purchase through us directly either online at www.webroot.com or by calling our Sales Team at +44 (0) 870 141 7070 M-F 7AM-8PM (MST) or Sat/Sun 7AM-6PM (MST)
    3. Send us a check or money order. Please follow these instructions to ensure your order is processed in a timely manner. Please be aware that checks can take 3-4 weeks to process.

    • Check & Money Order Instructions:

      1. Make the check or money order out to Webroot Software.
      2. On a separate sheet of paper, please write the specific product or products you are ordering. Products and prices.
      3. If you want a back-up CD, please add an additional $8.95 and make a notation of that with your order.
      4. Please include your keycode. How do I find my Key code?
      5. Please include your email address

      Send the check or money order to:
      Webroot
      Attn: Consumer Sales
      385 Interlocken Crescent
      Suite 800 Broomfield, CO 80021, USA

  • Can I change the credit card that you have on file?

    At this time we are unable to change a customer's credit card information within our database. If you need to use a different card than the one in our database we suggest that you call our Sales Team at +44 (0) 870 141 7070 M-F 7AM-8PM (MST) or Sat/Sun 9AM-4PM (MST) and an agent will renew you early with the new information and you won't lose any of the time left on your current subscription.

  • Why was I charged tax on my recent purchase?

    Our taxes are automatically calculated per state for electronically delivered products. If you have further questions regarding tax calculations, please contact your state directly.

  • Will I receive anything in the mail for my purchase?

    We typically provide customers with access to our software electronically, through a download link sent to your email address. This way you are able to install the program within minutes of purchase. If you happen to purchase or request an installation CD, then you should receive the CD in about 5 business days from purchase.

  • Why does the CD I received say "Spy Sweeper" on it, when I ordered Webroot Anti-Virus and/or Webroot Internet Security Essentials?

    The keycode associated with your software is what contains the information in regards to your subscription, not the CD. The CD is a generic installation executable file (.exe). When the CD is used in conjunction with your keycode, during installation, the subscription that you own will be installed on your computer.

    The keycode is a string of 20 capital letters that begin with 'SS'. It is unique and holds the information in regards to your subscription.

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