"License Expired" pop up

[wdrbbq]

My Malwarebytes license was supposed to be renewed automatically for my two latops but I've got an "Expired License" pop up on both. When I click on renew, I get a screen that tells me, "You're all set! You will be auto-renewed at the yearly date of your original purchase". However, this is the date of my original purchase and it has not been renewed. I have the following questions:

 

1) How can I manually renew? The automatic renewal has apparently failed

2) How do I get a temporary renewal so I will have real time coverage in the interim?

3) Should I uninstall and reinstall Malwarebytes Premium and pay for a new license as if I don't have a subscription already in order to be covered immediately?

 

I need answers to these questions asap. Until then, I have no real time protection. Thank you in advance.

 

[daledoc1]

Hello and :

Until a forum staff member has a chance to respond....

We're sorry you are having problems with subscription license renewal. It may have been a glitch, perhaps because of the recent US holiday weekend.

Unfortunately, the only folks who can help directly with sorting that out are the Support folks at the help desk.

We here at the forum do not have access to the necessary information to resolve such issues.

 

These would be the standard recommendations:

• If you already have a ticket at the Help Desk, please try to be patient. The Help Desk is busy, and they are also assisting users with technical support and malware cleanup cases.
  • Please do not open multiple tickets there -- doing so will slow down the process and could delay their response to you.
• If you do NOT already have a ticket at the Help Desk, you may open one HERE.
  • Please provide the Help Desk with as much of the following information as possible (but do NOT post this sensitive information here in this forum):
    • Name of purchaser
    • Email address of purchaser
    • Date of purchase
    • cleverbridge reference number (or details about the seller, if it was NOT malwarebytes online store)
    • MBAM license ID and Key information

• Either way, please be sure to check your spam and junk mail folders, to verify that the emails from the Support team did not land there by mistake.

In the interim, you may wish to perform a CLEAN REINSTALL of MBAM -- the setup wizard will offer a 14-day Trial with the full, premium features, while you sort out the licensing issues. (1 Trial per PC per MBAM program version)

 

>>Regarding your specific questions:

1) You may either contact the Help Desk (as mentioned above), or you may wish to contact cleverbridge directly.  Their contact info is available in this KB topic

2) If you have not already used the version 2.2.0.1024 Trial on these systems, a clean reinstall (as explained above) will offer you a 14-day Trial with full premium features while you sort out the license renewals.

3) Yes, you can reinstall to get the 14-Day Trial, if you wish.  Personally, I would not pay again for a new license until you have verified whether or not your automatic renewal did or did not get processed.

Thanks for your patience and understanding,

[wdrbbq]

In order to avoid what sounds like one hell of a bureaucracy and resume real time coverage, I have used the removal tool, re-installed Malwarebytes and purchased a new license for 2 computers for 2 years instead of persuing the renewal issue, contrary to your recommendation, because I feel it was in the interest of time and also I'm easily frustrated by ambiguous answers like, "You're all set, your license will be automatically renewed" when such is not the case.

With other automatically renewed yearly subscriptions, I get an email about a week before reminding me of the impending renewal, and then it's renewed. Simple as that. I don't have to do anything else. I'm surprised at Malwarebytes for forcing me to jump through hoops just to accomplish what they say will be automatic. Pretty shoddy in contrast to the quality of the product.

 

So, finally, is there a way to definitely cancel the impending renewal of my old license without having to rejump through hoops to assure I will not be billed for the renewal? If not, it's ok. I'll chalk it up to part of my ongoing online education. Thanks for your assistance and I'll be waiting for your response. 

[daledoc1]

Hello:

 

I understand your frustration.

I am just another home user and forum volunteer, doing my best to assist you.

I do not have any control over the MBAM GUI or licensing.

And it's possible there may have been a hiccup or glitch over the recent long holiday weekend in the US.

 

We here in the forum (even the Malwarebytes staff) do not have direct access to the information (payment/transaction histories, activation servers, etc.).

 

Having said that, unless or until a Malwarebytes employee happens to spot this thread and can pursue this further, the only way to definitively resolve licensing issues is at the Help Desk or with cleverbridge (the ecommerce partner), assuming that was the source of your licenses.

They will work with you to fix the renewals, cancellations, etc.

 

You may wish to open a ticket with the Malwarebytes help desk HERE.

The cleverbridge contact info is available in this KB topic

 

Further details are in my original reply here.

 

I'm sorry I was not able to resolve your issues to your satisfaction,