Licence error : No anwser tickets 2153674 & 2157423

[ctrotet]

Hi,

I'm Cyril from France. Since December 2, 2017 my key does not work anymore on Malwarebyte 3.3.1.2183-1.0.262-1.0.3374 . My license is valid until December 7, 2018 !
I opened a first ticket 2153674 with a response to use another key that does not work! Since no return despite many reminders by mail. I opened a second ticket 2157423 but also no answer!
Are you already on Christmas holidays at Malwarebyte?

Can you please contact me to resolve this licensing issue ?

Thank you for offering me compensation because I have no protection for 5 days.

Edited December 7, 2017 by ctrotet
Corrections

[Firefox]

Sorry you have not received any answers... please check your Junk/Spam folders to make sure the replies did not go there...

In the meantime let me tag some staff so they can see this topic...

@celee @bdubrow @nikhils

[ctrotet]

No mail from Malwarebyte support in spam ...

[Firefox]

thanks for the update... lets wait for staff to check on your tickets

[ctrotet]

OK! Thanks for your support.

[nikhils]

Hello @ctrotet

I am reaching out to support to take a look at your issue.

Will keep you updated.

Someone from support will be responding to your ticket soon. Please check your messages for the response.

Thank you.

Edited December 7, 2017 by nikhils

[ctrotet]

Yes. Finally an answer. I returned the requested zip file my mail

[ctrotet]

I send by mail the requested file last Thursday decembre 7. Still No anwser monday décember 11

Edited December 11, 2017 by ctrotet
Update

[ctrotet]

PLEASE HELP !

No anwser ticket 2153674 open décember 2

[Ried]

Hello ctrotet,

You sent the mb-checkresults.zip yesterday - please give the agent time to get to your ticket today.

[ctrotet]

Sorry but I send file last Thursday december 7 !

 

Edited December 12, 2017 by ctrotet
Update

[Ried]

Please give the Agent time to review the log  and reply via email.  We don't want more than 1 person working on your issue at the same time.

Make sure you only reply to the ticket number you mentioned above - if you start a new email with a reply, it then goes into the New Ticket queue and the Agent is not aware that you sent something.

[ctrotet]

Same mail from the begining december 2, but no real support. I was forced to post a message here last thursday decembre 7 to finally have an answer but since nothing

[Ried]

Please be patient, he isn't even online yet as he is in California (PST).

 

  I'm closing this topic.  If you don't hear from him by the end of the work day today, please PM me.

Thanks

[ctrotet]

Hi,

I'm Cyril from France. Since December 2, 2017 my key does not work anymore on Malwarebyte 3.3.1.2183-1.0.262-1.0.3374 . My license is valid until December 7, 2018 !
I opened a first ticket 2153674 december 2 with a response december 5 to use another key that does not work! After that no anwer to my issue despite severals mails till I post on this forum.

Last Thursday december 7 I finally got an answer. I returned the same day the requested zip file my mail. No answer till december 12 : support aks me to go to https://keystone.mwbsys.com/ and say if returns me "OK". I anwered yesterday all was "OK" except the fact I still have the same issue

Still waiting for support. Malwarebytes not working for 12 days. Does anyone as an idea to help me ?

Thanks for support Malwarebytes

Edited December 13, 2017 by ctrotet
Update

[Ried]

May I ask why you started another topic for this issue? You are currently being helped on our HelpDesk. These things take time - especially since you reformatted and reinstalled Windows. We need to find out why your license is no longer being allowed and you don't want to be doing this in view of the Public.

The Agent is fully engaged with you - any delay in dates is simply due to the time zone difference.  Please, only work within the ticket.