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DavePSB

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  1. Thanks for the quick response. I will try contacting Cleverbridge, though this is counter to everything in any of Malwarebytes' documentation. Regarding your followup email, I don't actually have a link from Cleverbridge (that you refer to), but I will try the contact info you supplied. Meanwhile, if anyone else has solved a problem regarding cancelling auto-renewal on a subscription fullfilled by Cleverbridge, I would still like to hear about it... Thanks again!
  2. I am not getting any help from the support ticket I opened - they are not responding to my reply to their first response. I sent the text below (TEXT1) and the attached screenshots in my initial ticket submital. I quickly received some links to the instructions on how to disable auto renewal, which I had already seen (as would have been evident from the screenshots I included in my initial submittal). I replied to their response (as directed) with more information (TEXT2). And now I have heard nothing for several days. And the date of my autorenewal is approaching. Also, their chat line seems to be permanently unavailable (I have tried at least 10 times over 2 weeks). Please can someone suggest something? Can anyone confirm that this has something to do with Cleverbridge (their e-commerce provider for the order I am having trouble with)? My renewal will be through PayPal. If I simply delete Cleverbridge from my PayPal account authorizations, any idea if this would be a good idea? Thanks for any help... BEGIN TEXT 1 I have two licenses in my account. I want to disable Auto Renewal on both of them. I was able to do this easily (on the MyAccount/Payment tab) for the first license (eCommerce provider was 2Checkout). But after disabling Auto Renewal on that license, the screen refreshed, and now there is no Disable/Cancel Auto Renewal Link for the other license. See screen shot. So how do I cancel Auto Renewal on the second license? NOTE that the eCommerce provider for the second (problem) license was Cleverbridge. And the quote below from your forum says that in this case I must contact Support to disable auto renewal, so that is what I am trying to do. QUOTE: Please refer to the information in this support article. You may also be able to cancel auto-renewal by accessing your account by logging into My.Malwarebytes.com depending on which e-commerce provider handled the billing for your original purchase (if it was 2Checkout/Avangate then you should be able to disable auto-renewal at My.Malwarebytes.com; if however your purchase was through Cleverbridge then you will need to contact Support to disable auto-renewal). END QUOTE END TEXT 1 BEGIN TEXT 2 Thank you for the response. I have tried the suggestion in your email, but I still cannot cancel the autorenewal on one of my two subscriptions. Please see the two attachments, which are screenshots of what happens when I try to follow your instructions. In the attachment MalwarebytesCleverbridgeA.jpg, it is the subscription renewing on 23 Feb, 2020 that I have a problem with. The other subscription, renewing 30 Dec, 2020 was no problem. For that subscription, there was indeed a link called Disable Auto Renewal, which I clicked on, and it worked (now the link says Enable Auto Renewal, which it should). But there is no link to click on for managing the subscription that is renewing 23 Feb 2020. It only says “Enabled”, and there is no link (like there was for the other subscription). I have read on your forums that this may be because the subscription renewing 23 Feb 2020 was processed by your e-commerce provider Cleverbridge. The forum says that these subscriptions can only be cancelled by contacting Support (and I assume that means Malwarebytes Support). Note that my subscription renewing 30 Dec 2020 was processed by 2Checkout (NOT Cleverbridge). And your forum says subscriptions by 2Checkout are not a problem and can be cancelled by logging onto Malwarebytes. And that is true - I was able to easily cancel auto-renewal on that subscription. But again, I need help cancelling auto-renewal on the subscription renewing 23 Feb 2020, which was processed by Cleverbridge. Note that I actually purchased both subscriptions directly from Malwarebytes – I had no control over how Cleverbridge or 2Checkout got involved in all this – I think that is something handled by your marketing people. Please try to help me on this and let me know if you need any more information or want me to try something else. END TEXT 2
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