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SeptBlue

MB v 3.2.2 No Reponse to Service tickets

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I have a paid 2 years subscription to MB Premium starting in Feb 2017. I got a MB prompt to upgrade to the latest version and I did it. Once the program completed its upgrade, it was no longer premium version. It was the free version.

I tried several times entering my license key and verified it via the website and it would not upgrade to the premium version.  Its prompting me to purchase a new key.

I rebooted my computer (Windows 10) and it made no difference.

I submitted a ticket on 30 August 2017 and received an automated reply that they received the support request.

This is what I have now.

I can not believe it takes this long to get a response from support any one else experiencing this issue. I am about to jump ship for another solution at this point. I submitted another ticket today to see if I get any response.

Screenshot -  4, 2017 7.11 PM.png

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You can also

Visit http://my.malwarebytes.com/ & sign up with the email address used to purchase the Malwarebytes product, once registered & logged in it'll show all your registered products, their ID & Key plus a deactivate all button.

6 minutes ago, SeptBlue said:

I can not believe it takes this long to get a response from support any one else experiencing this issue. I am about to jump ship for another solution at this point.

This is a long holiday weekend here in the US.

7 minutes ago, SeptBlue said:

I submitted another ticket today to see if I get any response.

That might delay the first ticket more I do not know for sure.

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1 minute ago, Soozy said:

Why can't you just click Activate License?

If you have keyed it in correctly AND you have not gone over your license amount it should have the green check after the key. 

Are you getting any notices when you click activate?

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1) I confirmed my key by requesting it via the MB automated invoice process.

2) My key validates with a green check. But won't activate the upgrade to premium.

This is the first time I have had a problem with an upgrade since purchasing it.

 

Screenshot -  4, 2017 7.52 PM.png

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This is the error I get. When I upgraded from premium MB to the latest version the installer wiped my license and now my key won't work. And Support won't respond to my ticket.

 

Screenshot -  4, 2017 7.54 PM.png

Edited by SeptBlue

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13 hours ago, SeptBlue said:

And Support won't respond to my ticket.

Give them some time and in the meantime post your support ticket number, please. 

Edited by Porthos

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Original ticket #2057758 which was ignored. And latest support ticket is #2062288

Edited by SeptBlue

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There were 4530 tickets submitted between your 2. It takes time for a reduced Holiday weekend staff to answer those tickets.

I will ask a staff member to look at the status. @nikhils

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@porthos Thanks for the reply. In the mean time, I will move on to another product as I cant wait weeks for a support.

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38 minutes ago, SeptBlue said:

I cant wait weeks for a support.

You just encountered bad timing. During normal times it usually takes 2-4 days not weeks.

@dcollins

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57 minutes ago, SeptBlue said:

@porthos Thanks for the reply. In the mean time, I will move on to another product as I cant wait weeks for a support.

Why can't you just use the free version until you get a reply from support?

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Our tickets are responded to on a first come, first serve basis. Since your first ticket was submitted on Wednesday of last week, I imagine it should be coming up in the queue soon

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On 9/4/2017 at 6:15 PM, SeptBlue said:

I have a paid 2 years subscription to MB Premium starting in Feb 2017. I got a MB prompt to upgrade to the latest version and I did it. Once the program completed its upgrade, it was no longer premium version. It was the free version.

This sounds like what happened to me.    I submitted a ticket 2060430 and the response I got was, apparently, a new ID and Key and to upgrade.  Didn't really address the problem.

Meanwhile, another issue seems to have reared up and involves, I think, the fact that in 2011 I got MWB and seems that's lifetime.  Since then, I have used Bitdefender and then probably more than a year ago, I went back to MWB Premium.  It had been working fine and I had two other computers on it, which you can't do with a lifetime, as I understand. 

My account information is all dated also, from 2011.  I called Cleverbridge as I thought this should be changed.  What they did was send me a link to a download and my old ID/KEY.  And my account information is still the old stuff.

So you can see where this gets confusing.  One of the other computers was successfully, I think, put back to Premium using the new key from 2060430.  I'll probably hear more tomorrow, it's the son's at college.

But on my computer, at first, with the download, used the new key and it went to Premium but said "Lifetime."  What?..... I enabled the protections, started a scan, and it immediately came up with the orange warning box of not fully protected.  I went back, turned on the offs again, but the web protection now stayed in the state of "Starting..."  with the orange box of warning. Subsequent uninstalls and reloads would not cure it and now, it won't allow me to activate the license at all, no matter what key.

I believe there are two issues here:  What caused a simple update to make the system go to "free?"

And why, when I've been paying for a Premium subscription, for over a year, does the system only show old information and seems to want to keep me in the status?

I submitted another ticket 2063649.  I hope this time I don't get a response like the last one because it wasn't addressing the problem.

 

But yeah, this all began with a simple update.... or so we thought.

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I should clarify.  I went back to MWB, but I BOUGHT the MWB premium.  I could not have put 3 computers on the lifetime, I do believe.

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UPDATE :

Subject: Malwarebytes Support Ticket #2057758

Finally got a response from 'support' after more than one week. An automated response.

No support at all.  I submitted two tickets, staff on the forum acknowledged my tickets and still no response. I have a two year subscription that I can't use.

 

 

Screenshot -  7, 2017 8.33 AM.png

Edited by SeptBlue

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@SeptBlue I'm showing a response was sent this morning stating that your license has been reset. You may want to see if it got snagged in your spam filter. I also sent a message to our service manager to look in to why you received the automated "Is your issue still happening?" email without getting interaction with a person.

Either way, you should be able to activate your license again.

Edited by dcollins

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