Jyuma Posted May 13, 2017 ID:1124541 Share Posted May 13, 2017 I realize this may be a dumb question but I can't find anyway to "add" more licenses to Endpoint Security through the Management Console. We currently have a 10 seat license that we would like to increase to 20. Why should the procedure be shrouded in mystery? I can see where it says "Get License" in Management Console but that just brings me to a screen that offers two options... "Buy Now" or "Contact Sales". Why is there no third option... "Add Licenses"? Or am I supposed to buy another 10 seat license and then use the "set License" function in the Management Console to add the new (additional) license? What am I missing? I have searched for hours and found nothing on adding additional licenses to Endpoint Security in Management Console. Thanks Link to post Share on other sites More sharing options...
Jyuma Posted May 14, 2017 Author ID:1124816 Share Posted May 14, 2017 Nobody knows how to add licenses? Link to post Share on other sites More sharing options...
gonzo Posted May 14, 2017 ID:1124844 Share Posted May 14, 2017 Licenses are a sales-related issue, and you should contact Malwarebytes Sales. This is a support-related forum. By contacting Sales, it is possible that you could move to a higher tier, thus saving you money for your subscription. Possibly unnecessary, but possibly of value to you. The only way to know is to contact them. Link to post Share on other sites More sharing options...
BrianLG Posted May 16, 2017 ID:1125528 Share Posted May 16, 2017 I beg to differ... How to "add" additional licenses to the Management Console is a support question... How to "buy" is a sales question. I'm having the same problem... How does a person "add" additional licenses to the Management Console? I originally purchased 6 client licenses and now we want to add 20 more. I purchased 20 more, but it won't allow me to add both license files. How do I add both licenses to the Management Console so that I can have a total of 26 client licenses? BTW... For the Last 2 days, I have been trying to contact Business Sales, but nobody will return my calls... What's up with that? Link to post Share on other sites More sharing options...
djacobson Posted May 16, 2017 ID:1125541 Share Posted May 16, 2017 Hi guys, you can only have one key in the console at a time. The process is to change the seat count of your existing key, the backend changes will report to your console licensing section in the Admin tab of console 1.7.0.,3208 and up once it is completed. Your sales agent is the person who would normally be doing this. @BrianLG I got you! Send me a PM with your sales agent's contact (if you have one, if not that's ok), your email and your current key, I'll push the seat count changes through. Link to post Share on other sites More sharing options...
Warb Posted June 2, 2017 ID:1132564 Share Posted June 2, 2017 I have recently started using Malwarebytes in a small company, having used the home version for some time. In most modern software I can manage the licenses etc. from a webpage, and this has been the situation for years on many of the systems that I have used. I have just had to provide a Windows 10 Tablet to a user for travelling. With the exception of Malwarebytes, everything has been smooth sailing. The Office365 license covers them for a portable device as well as their desktop, and all their other software was easy. With Malwarebytes, I can't even find out whether they need an additional license for a tablet and the account management screen gives me no obvious way to get (buy, add, whatever) another one. I sent a support request to Malwarebytes, and got a reply that they had forwarded it to a local partner. Why? I don't want to talk a local partner. I haven't got time to discuss things, or have them attempt to sell me other stuff (or steal my customers!). I just want an on-line portal from which I can buy/add/get/renew/cancel licenses, and simple information as to whether a users license covers their mobile devices as well as their desktop. Is this likely to happen? Link to post Share on other sites More sharing options...
djacobson Posted June 2, 2017 ID:1132582 Share Posted June 2, 2017 @Warb, the only ticket I see in the B2B support ticket system under your email is one regarding Windows Server 2012 R2 Essentials and Windows SBS. Did you submit the licensing question to the consumer team ticket system or the reseller DL if you are a registered reseller of MB? This forum thread is in regards to business subscription licenses, the home version does not work the same way for the seat count, however, a customer portal is in the works right now where you can view your licenses, reset what machine the key is tied to and download your applicable software. We will have this available soon. Link to post Share on other sites More sharing options...
djacobson Posted June 3, 2017 ID:1132595 Share Posted June 3, 2017 Also, to clarify about posting here for help, to those in this thread or who may come across this thread in the future, you can always post on our forums about anything you need help with from our company. Sometimes we can serve you here and sometimes we'll need to direct you to a specific individual or team, but either way, you can always post here and we'll help you! Link to post Share on other sites More sharing options...
Jyuma Posted June 3, 2017 Author ID:1132603 Share Posted June 3, 2017 I am the OP on this topic. I have been trying to add "seats" to my original license for a month without success. I have emailed customer support several times and no one from support has responded. It is somewhat perplexing to learn that I need to contact sales when I already bought the product. All I want to do is increase the "seats" on the existing license. What is the official MalWareBytes procedure for adding seats to an existing license, and please don't tell me that I need to contact sales. If I am required to go back to step one every time I need to increase the "seats" on my license, I may as well bite the bullet and go with a supplier that doesn't force my to "contact sales" in order to perform what should be a simple upgrade. Link to post Share on other sites More sharing options...
gonzo Posted June 3, 2017 ID:1132605 Share Posted June 3, 2017 Jyuma, I will try to explain it to you, though this is an easy one to go in circles with. First, Customer Support cannot take care of this issue for you. Lack of response is not acceptable, but at the same time, @djacobson has responded to you here three times, and he is in Customer Support. It is entirely possible that because of that, it is not being paid attention to outside the forums. I am not in Customer Support, so I cannot say. They do try to do things via one method rather than trying to be everywhere at once. Now, to the issue at hand. You have bought the product...actually a subscription for a certain number of seats to use the product for one year. You want to add more seats. Malwarebytes cannot give you more seats...they must sell you a subscription for the additional seats. That is why Sales needs to be involved. You would NOT want to purchase another license, because then you would use license #1 or license #2 but cannot use both at the same time. Contacting Sales is the right thing -- and the only thing -- that can get you what you want. It is also possible that you may move from one pricing structure to another, giving you a better per seat price. I don't know, but Sales could tell you. Also, good near-future forecasting of the number of seats you will need may get you into a better price range too. If you send me a private message with the email address, company name, and contact information attached to your subscription, I can walk it over to Sales myself and try to help. Would that work for you? Link to post Share on other sites More sharing options...
Jyuma Posted June 3, 2017 Author ID:1132723 Share Posted June 3, 2017 @gonzo I appreciate yours and others efforts to mitigate the problems associated with increasing seats on an existing license. If I am understanding what you and others have said, the bottom line is that local administrators cannot on their own pay a fee and increase the seats on an existing license, only MalwarBytes support can increase the seats via some process whereby the support staff (or sales, I don't wish to split hairs) increases the seats on their (MalWareBytes) system which in turn is downloaded, reflected... whatever... in the Management Console on the clients system. Is that about right? Inasmuch as I can easily purchase individual licenses for every PC on my company network without involving sales (just a website), what would be the advantage... other than economy of scale... of using a Business version that requires that I contact sales every time I need to increase seats versus the standard version where no such requirement exists? What would be considered the deciding factor or factors in the decision to purchase Business over Standard? Is it the number of users (seats)? Is it remote users versus local users? Take for example a company of our size... we have approximately 35 computers all connected locally and all within the same building. All the computers are within 75 feet of the centrally located server room. Should we have simply purchased 35 copies of MalWareBytes and been done with it? Thank you for your valuable insights in this matter. Link to post Share on other sites More sharing options...
djacobson Posted June 5, 2017 ID:1133197 Share Posted June 5, 2017 Hi @Jyuma, the split between business and home is as the name implies. Home is for a single pc, in a home, used privately. Business is for pc's in use at any commercial or non-profit entity. To use one for the other is a violation of the EULA. Your console is what reports licenses, it sees how many machines are connected to it, and then it reports that to a licensing backend. We can change the seat count easily, however sales does need to be involved as it will change your subscription pricing. Your sales agent can also change your seat count on the backend without involving support at all. If you have purchased online, you may not know who your rep is, if so, that is something I can find out for you and get you in contact with them. If you purchased through a reseller, that reseller is who you would contact instead of our sales dept. I'd also like to make sure you have the correct contact info as I do not see your afmnet.com email tied to any case at all within the B2B or consumer support queues. I'm not sure who you've been emailing so far, but here is our info: B2B support email - corporate-support@malwarebytes.com B2B sales, general email - corporate-sales@malwarebytes.com B2B sales, general voicemail box - +1 (800) 520-2796 Link to post Share on other sites More sharing options...
djacobson Posted June 5, 2017 ID:1133198 Share Posted June 5, 2017 On 6/3/2017 at 6:13 AM, Jyuma said: the bottom line is that local administrators cannot on their own pay a fee and increase the seats on an existing license, only MalwarBytes support can increase the seats via some process whereby the support staff (or sales, I don't wish to split hairs) increases the seats on their (MalWareBytes) system which in turn is downloaded, reflected... whatever... in the Management Console on the clients system. Is that about right? This is correct. We do not yet have a portal for customers to manage their own subscriptions just yet. We are working towards one for the future. Link to post Share on other sites More sharing options...
Jyuma Posted June 5, 2017 Author ID:1133213 Share Posted June 5, 2017 38 minutes ago, djacobson said: B2B support email - corporate-support@malwarebytes.com B2B sales, general email - corporate-sales@malwarebytes.com B2B sales, general voicemail box - +1 (800) 520-2796 @djacobson @djacobson Are you the sales or support email? Link to post Share on other sites More sharing options...
djacobson Posted June 5, 2017 ID:1133216 Share Posted June 5, 2017 @Jyuma I can view all support queues but my main one is on the B2B support email and here in the B2B section of the forum as my focus is on the business versions of the software. I am not able to see sales' emails but I can easily follow up with whomever your rep may be. Link to post Share on other sites More sharing options...
Jyuma Posted June 5, 2017 Author ID:1133288 Share Posted June 5, 2017 I purchased online, I have no idea who my rep is. Link to post Share on other sites More sharing options...
djacobson Posted June 6, 2017 ID:1133342 Share Posted June 6, 2017 Hi @Jyuma, online is done through an e-commerce partner called Cleverbridge. I can have our internal sales team work with them to change your seat count. You want to change the total count to 20 seats, correct? Link to post Share on other sites More sharing options...
Jyuma Posted June 6, 2017 Author ID:1133473 Share Posted June 6, 2017 Yes... 20. Link to post Share on other sites More sharing options...
djacobson Posted June 12, 2017 ID:1135080 Share Posted June 12, 2017 Hi @Jyuma, last week I let sales know about your situation, has anyone reached out to you yet? Link to post Share on other sites More sharing options...
djacobson Posted August 30, 2017 ID:1158801 Share Posted August 30, 2017 locking due to inactivity Link to post Share on other sites More sharing options...
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