Support

[kuyenmotdivad]

Hi,

I sent a support Ticket a few days ago, and was wondering how long it takes for a reply?

I purchased Malwarebytes 3.0 Premium (formerly Anti-Exploit Premium) and Malwarebytes 3.0 Premium (formerly Anti-Malware Premium) under a subscription and it's still going to charge me £39.90 on renewal on  28 November 2017.

[Porthos]

Sometimes 3-5 days. What issue are you having. Also, what is your support ticket #? 

[celee]

Hi @kuyenmotdivad, did you contact our eCommerce partner Cleverbridge Support? They can help via phone or email with cancelling your subscription or refunding, please reach out to them at http://www.cleverbridge.com/?scope=cuseco&progress=customersupport= 

Thanks,
Cecile

Edited August 25, 2017 by celee

[kuyenmotdivad]

It's showing on the : https://my.malwarebytes.com/en/payment-methods when I click "Edit Billing"

 

Please select a new payment option for your subscription or retry your card if it was declined.

On 28/11/2017 you will be charged £39.90 by cleverbridge using the same contact and billing information on file for Malwarebytes Anti-Malware Premium, Malwarebytes Anti-Exploit Premium.

[celee]

Hi again,

Yes, it looks like you will be auto-renewed on the November 28. If you would like to cancel that auto-renewal, please contact our eCommerce partner Cleverbridge's support team at  http://www.cleverbridge.com/?scope=cuseco&progress=customersupport=  and they can cancel the upcoming charge.

Please let me know if you have any additional questions.

Thanks,
Cecile

[kuyenmotdivad]

OK, cheer will do that then re-purchase the premium one alone.

[celee]

Both your old Malwarebytes Anti-Malware Premium and Malwarebytes Anti-Exploit Premium keys will work on the new Malwarebytes 3 Premium.

You don't need to repurchase, you can simply use your license key from the Anti-Malware or Anti-Exploit Premium to activate Malwarebytes 3 Premium. By keeping those older licenses, you are also grandfathered in to the lower price.

Here's a helpful FAQ: https://forums.malwarebytes.com/topic/191650-malwarebytes-3-frequently-asked-questions/?do=findComment&comment=1077439

 

Let me know if I can help with anything else.

Thanks,
Cecile

Edited August 25, 2017 by celee

[kuyenmotdivad]

So once my key(s) expire for Malwarebytes Anti-Malware Premium and Malwarebytes Anti-Exploit Premium, I can still use them to get premium cheaper than the £29.99 / year?

[celee]

The old Malwarebytes Anti-Malware Premium and Malwarebytes Anti-Exploit Premium keys are transferable to the newer Malwarebytes 3 Premium. Here's how to upgrade to Malwarebytes 3: https://support.malwarebytes.com/docs/DOC-1129

You do not need to wait for November to transfer those licenses to the new Malwarebytes 3. You can do so now. Just be sure to deactivate the key(s) on the older programs before activating them on the new Malwarebytes 3. You can deactivate in MyAccounts, here's how: https://support.malwarebytes.com/docs/DOC-1032 (see  button #8)

You would need to keep the renew of your Anti-Malware and/or Anti-Exploit Premium licenses if you wish to keep the grandfather price. If those renewals lapse, then you lose that pricing. Be sure to keep your payment info up to date so the auto-renewals can happen. Here's how to do that: https://support.malwarebytes.com/docs/DOC-1324

Head here for additional info for pricing: https://forums.malwarebytes.com/topic/191650-malwarebytes-3-frequently-asked-questions/?do=findComment&comment=1077437

 

Edited August 25, 2017 by celee

[kuyenmotdivad]

Thanks a lot, very helpful.