Change Address For Account

[wboswell]

I cannot find anywhere to change my address for my account on Malwarebytes or Cleverbridge websites.  There also does not seem to be a place to change my credit card information.

Malwarebytes website for managing our personal information is the worst I have seen anywhere.  I moved recently and it is showing my old zip code.  I'm assuming the correct zip code is required for credit cards.  The only editing that can be done is for my email address.  I tried to change my credit card information for a license that was about to renew, but I cannot select that account.  I cancelled it instead because I could not update this information.  This shouldn't be a complicated situation if the website was set up properly.  I have several active licenses.

Also one Malwarebytes license I was using was due to renew soon, but neither Malwarebytes or Cleverbridge's websites show it.  It just disappeared even though I had been using it.  I deactivated it and am using another license I have.  I'm just waiting to see if it will auto renew which was another reason for cancelling one subscription.  I don't want to pay for something that I don't need.

From now on I will never set for a license to auto renew until something is done to fix this.  You can't encourage auto renews if the website is too screwed up to change it.

[dcollins]

Do you not see the same information that the following article shows? This should allow you to change your address

https://support.malwarebytes.com/docs/DOC-1106

[wboswell]

I cannot select the product key where I want to change the address because it is missing from my account.  That is the first problem.  The second is one that is showing is set to expire next May and I don't want it to renew because there's an obvious glitch in the system if product keys are disappearing.  I'd rather start off fresh.  Also at the top of the page are three links for two different bank accounts.  Two are for the same bank account and one is for another bank account.  There is nowhere to delete all of them.  I want to only use one bank account because this is too confusing.  The website just will not work properly to allow this.

Right now there is a pending charge on one of my bank accounts for the missing product key to auto renew.  Since the product key does not show up in my account there is no way for me to stop it.  I did not want it to auto renew especially since I have no access to it.  Neither Malwarebytes or Cleverbridge will take ownership of this problem.  They keep passing the buck to the other.

I'm going to dispute this charge when it goes through then have the bank block all future charges from Malwarebytes/Cleverbridge until this is fixed.  And before anybody asks I tried another email address that could have been used and this product key still does not show up.  I don't know what MB is seeing on their side to warrant a new charge because I see nothing.  This is a very frustrating experience and I'm ready to take further action against MB if this is not fixed.  The problem is on Malwarebytes end and there is something wrong with their website.

This is a no-win situation especially if I'm being charged for a product I have no access to.

Edited December 4, 2017 by wboswell
typos

[dcollins]

It definitely seems like something is amiss. The best solution to get this taken care of and get your accounts in order would be to utilize the contact form at https://support.malwarebytes.com/community/consumer/pages/contact-us. One of our support reps should be able to help you figure out what's going on with your account and how to get it taken care of.

[wboswell]

I did use the form to contact them then they passed me over to Cleverbridge.  Cleverbridge just notified me they changed my information, but I don't know if it fixed that product key from not showing up.  They also informed me that I need to contact Malwarebytes about this and have them update my account.  I've done this already before with no luck.