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KennyC865

Malwarebytes Would Not Let Me Renew

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I started getting notices that my premium subscription was about to end. I tried for three days to renew
it and could not. I even opened a support ticket – Support Ticket 2140048 – on 11/19/2017 and I have
not received a response as of today 11/21/2017. Below is the text that I sent to support:


“I've been getting the notice that my Malwarebytes subscription was about to end (End Date
11/18/2017). For three days I've clicked on the Renew Now button and tells me I'm all set. Yet it has
not renewed. I even changed payment and get this message: Change payment option for your
subscription #SXXXXXX You have successfully updated your payment details for your subscription.
You will receive an email with further information about your payment at the appropriate time. On
11/18/2017 you will be charged $0.00 by cleverbridge using the same contact and billing information
on file for Malwarebytes Anti-Malware Premium. What can I do to renew my subscription?”


This morning I was really agitated over the lack of support and replied to the initial automated email
created for ticket 2140048 with the following, “It is now 11/21/2017 and I’ve received no response on
how to renew my subscription. I can’t continue without malware protection so I guess I’m going to
look into other products from other vendors as it seems Malwarebytes has no intention or desire to keep
me as a customer.”


After much research it seems that Malwarebytes is still top rated. I've been with Malwarebytes for a
few years and I would like to continue, however now I no longer have the option to renew as the time
frame has passed and must purchase a new license at a higher price than I've been paying.

What am I missing? Why could I not renew my license? Why did I not get a response to my support
ticket?

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Hello @KennyC865

Looks like your account had been deactivated by Cleverbridge but now has been reinstated.

Support will assist you via the ticket to renew your license and you should be good to go.

They should be contacting you shortly.

Thank you.

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Thank you for looking into this Nikhil.  I just now received a reply to the support ticket and they said I should be able to update now.  

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I have the same problem. I am due to update on 1-12-18 and have been unable to do so. There is apparently no way to get throuugh to Malwarebytes staff to get it fixed.

I wonder how t renew this program?

GNM

 

I get this message when asked to Confirm my renewal.

"File not found

The page that you requested cannot be found on this server. This might have the following reasons:

  • The link you are using is not valid anymore or wrong.
  • You have not entered the URL correctly.
  • The page does not exist anymore.

If you have gotten to this page over a certain URL, please inform the owner over the page that offered this link so that he can update his page."

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I don't know how to get a support ticket. Show me where and I'll do it and give it to you. It seems that it's difficult to renew Malwarebytes, but I'm game.

 

GNM

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Sorry, the problem won't permit me to produce a support ticket. It tells me to fill out a form but there is no form. LOL.  I can't even log in again on other areas of Malwarebytes. Apparently it's too difficult or I'm not skillful enough to navigate Malwarebytes support. The chat is even shut off. I guess that I will just let the existing program expire and that will be that.

Edited by GNM

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Solved:

 

I contacted Malwarebytes on the phone number found on Google and managed to get my subscription updated. I was never able to sign in to get a support ticket number even using my email and password but I got it fixed anyway. Thanks.

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1 hour ago, GNM said:

I contacted Malwarebytes on the phone number found on Google and managed to get my subscription updated.

What # is this? Want to make sure you were not scammed. MB does not have a phone #. Who exactly did you call.

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36 minutes ago, Porthos said:

What # is this? Want to make sure you were not scammed. MB does not have a phone #. Who exactly did you call.

Ha,  No worries.  I let  my  wife  do it and she never was able  to complete the call. I  understand that they don't have a  phone number now. We will let the expiration date come up in January and try to complete  the update process then,

Malwarebytes is difficult to contact.  I am able to  sign in here, but the support area to get where you get a support ticket rejects my ID and password.

Thanks for your concern.

GNM

 

 

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3 minutes ago, GNM said:

I let  my  wife  do it and she never was able  to complete the call.

Thanks for the laugh.:)

When you purchased MB did you do it on our website? If so it auto renews and charges the same card again.

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1 minute ago, GNM said:

Will do that next month Thanks.

You should not have to do anything next month.

 

17 minutes ago, Porthos said:

it auto renews and charges the same card again.

 

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36 minutes ago, Porthos said:

You should not have to do anything next month.

Correct. That's what I meant. It's automatic.

Say, while I have your attention, check this phone number out for me, will you?  Don't call it, just tell me what you think that it is. When I input it to Google, a whole bunch of Malwarebytes websites come up.      800 520-2796.

 

Thanks.

36 minutes ago, Porthos said:

 

 

 

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1 minute ago, GNM said:

When I input it to Google, a whole bunch of Malwarebytes websites come up.      800 520-2796.

That is for the business versions of Malwarebytes not for normal consumers.

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I am having the same problem. After trying to use the green renewal button for a week (goes to page not found), I contacted Malwarebytes on 12/19/17 and got ticket 2170381; nothing heard back. Today, my subscription expires.  Sure could use some HELP.  I do hope your problem was successfully resolved. I know your frustration.   Odd, I want to give them money and they don't seem to want to receive it.

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12 minutes ago, Maui said:

I am having the same problem.

Are you in the US? Where did you buy the original subscription from?

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5 minutes ago, Porthos said:

Are you in the US? Where did you buy the original subscription from?

In the US. Bought subscription online.

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