Malwarebytes MY ACCOUNT

[Agent88]

I have been frustrated by Home Support not responding to my issue, instead I get an automated response which is of no help.  I also have a Business license, but have received good response for that installation.  The following comment is about Home Support...

The automated responses do not allow replies, so I have to start another ticket.  I don't know if any tickets will ever get a response to my issue:  My Account does not reflect the current licenses of all my PCs.  I bought licenses for multiple PCs, but the My Account online access does not reflect all purchases. I have responded with attached data to my ticket request but it apparently is being ignored.  Hopefully MB will eventually provide a method to update account information for its members.  The automated responses re-direct me to query Cleverbridge for billing history, etc.  I don't need that information, I have it already.  I need MB to update my purchase history on My Account online.

My immediate issue is that one of the three PC installs that I purchased last year shows a renewal fee for MBAE, which according to MB I should not be subject to.  The other two continue to show Lifetime status.  I have been a member for over 10 years, and purchased Lifetime Premium upgrades for 3 PCs back in 2013 and upgrade for MBAE on 3 PCs in May of 2016.  This is not reflected in My Account and I need help from someone at MB to set the record straight.

[dcollins]

Can you please PM me your ticket number(s) so I can look into what's going on? Thanks!

[Agent88]

Let me just say this about MBAM Accounts:  It is about time a product registration online account is proffered.  Having said thus, it would behoove MB to consider customers such as myself that have more than one PC to have the ability to link which product is installed on a particular  PC.  Furthermore, requiring the email address of the purchase order is going too deep.  A purchase order number should be sufficient proof of ownership.  I have several email addresses because I need to keep my personal email separate from my business email.  To top it off, I changed ISPs last year, leaving AT&T for Google Fiber.  Thankfully, AT&T has allowed me to keep my old sbcglobal.net accounts since I have migrated to gmail.  I am a customer that has been with MB for over 10 years.  Some of my old MBAM purchases came through DR My Commerce, before Cleverbridge.  MB should accept the license ID and Key that my PCs report.  Making me jump through hoops to use old email accounts to communicate licensure is picky.  Customer service could stand some improvement.

[KenW]

Never post that information in a forum. Only send to staff.

[Agent88]

3 minutes ago, KenW said:

Never post that information in a forum. Only send to staff.

WHat?  I assume you mean the file attachment.  I thought attachments were blocked from viewing by members, only by staff.  Perhaps the forum should have a warning to this effect when attaching files.

Edited May 3, 2017 by Agent88
addn'l comment

[Agent88]

I just received an email telling me I must have an account for each email that I purchased MB products from in order to view those products online at MB.  Please tell me this is not so!  I can't believe this....

Why can't this info be rolled over to the most recent account setup?

Edited May 3, 2017 by Agent88

[KenW]

That is why Devin said to Private Message him wit numbers. Click on his icon and the messaging is there on the page. Don't know if he can kill that post.

[dcollins]

I'm working with our support teams to see what can be done here

[Agent88]

Thanks.  Were you able to save and view my text file with all the background of my complaint?

[dcollins]

Yep! Thanks for that

[Agent88]

I finally resolved all my issues for my Home versions with very little help from support.  All I got from Home support were clues, but no direction.  I put the clues together and along with a bit of trial and error, was able to get all issues corrected.  All my installations work as they should but I will not forget the sorry excuse for support provided by MB.

Corporate support faded, too.  I have been waiting for 3 days to find out if they received a zipped file they asked for.

[Agent88]

On ‎5‎/‎3‎/‎2017 at 5:53 PM, Agent88 said:

I just received an email telling me I must have an account for each email that I purchased MB products from in order to view those products online at MB.  Please tell me this is not so!  I can't believe this....

Why can't this info be rolled over to the most recent account setup?

Yes, this is true.  Fortunately only two email accounts were used over the years, so now I have two Subscription accounts and together they show all my licenses.  Now if someone at MB could just roll them over into one account.... but that would be asking too much.  Another example of businesses using email addresses to register customers instead of a User Name.  People change email addresses like dirty laundry, but they seldom change their name.

[dcollins]

I am still working with our support teams on determining if we can merge accounts at this time. Since the MyAccount portal is new, there are still more features planned to integrate in the future. I'll follow up once I get confirmation on what the next steps are

[Agent88]

On ‎5‎/‎5‎/‎2017 at 8:52 AM, dcollins said:

I am still working with our support teams on determining if we can merge accounts at this time. Since the MyAccount portal is new, there are still more features planned to integrate in the future. I'll follow up once I get confirmation on what the next steps are

Thank you for your help.

Let me summarize what happened in my case:  I purchased MBAE when MB first proffered a subscription, for 3 PCs.  Then MB decided to incorporate MBAE into MBAM (at least to those who were Premium subscribers)  That said, all my subscriptions were Lifetime until I purchased the new MBAE.  I couldn't resolve the error of a one year subscription over-riding a Lifetime subscription because the information that MB was reporting on the new MY ACCOUNT portal was lacking in previous purchase order info.  I found (contrary to support's assertion) that I had to create 2 portal accounts using the original email addresses my products were purchased under.  Next, to resolve the discrepancy with the erroneous expiry, I decided to change the license key information on my installation and put in the original ID and Key, and that worked.  (Once I figured this out and did it, support provided this same info, but only after I spent a  week pulling my hair out)  It became obvious that MB support was behind in understanding how the new portal worked, and I learned to ignore their information.  In the end, it all came together.

I strongly suggest MB abandon storing customer registration under an email address.  A username and password should suffice to log into the portal, and each product registered under a subscription number or license ID/key.  People do change their email addresses from time to time.

[dcollins]

I'll pass your suggestion along to our teams. I responded to your private message informing you what i heard back this morning which is that we currently don't support merging accounts, but it's a feature we're looking at for the future.