jrousef Posted April 16, 2018 ID:1233366 Share Posted April 16, 2018 Its been a week now and support still hasn't responded. I appreciate that sometime support can be quite busy but its been a week and its urgent. General chat does not work for me either My ticket number is 2284234 if a staff member sees this. Link to post Share on other sites More sharing options...
Staff Malwarebytes Posted April 16, 2018 Staff ID:1233367 Share Posted April 16, 2018 ***This is an automated reply*** Hi, Thanks for posting in the Malwarebytes 3 Help forum. If you are having technical issues with our Windows product, please do the following: Spoiler If you haven't done so already, please run these two tools and then attach the logs in your next reply: NOTE: The tools and the information obtained is safe and not harmful to your privacy or your computer, please allow the programs to run if blocked by your system. Farbar Recovery Scan Tool (FRST) Download FRST and save it to your desktopNote: You need to run the version compatible with your system. You can check here if you're not sure if your computer is 32-bit or 64-bit Double-click to run FRST and when the tool opens click "Yes" to the disclaimer Press the "Scan" button This will produce two files in the same location (directory) as FRST: FRST.txt and Addition.txt Leave the log files in the current location, they will be automatically collected by mb-check once you complete the next set of instructions MB-Check Download MB-Check and save to your desktop Double-click to run MB-Check and within a few second the command window will open, press "Enter" to accept the EULA then click "OK" This will produce one log file on your desktop: mb-check-results.zip This file will include the FRST logs generated from the previous set of instructions Attach this file to your forum post by clicking on the "Drag files here to attach, or choose files..." or simply drag the file to the attachment area One of our experts will be able to assist you shortly. If you are having licensing issues, please do the following: Spoiler For any of these issues: Renewals Refunds (including double billing) Cancellations Update Billing Info Multiple Transactions Consumer Purchases Transaction Receipt Please contact our support team at https://support.malwarebytes.com/community/consumer/pages/contact-us to get help If you need help looking up your license details, please head here: https://support.malwarebytes.com/docs/DOC-1264 Thanks in advance for your patience. -The Malwarebytes Forum Team Link to post Share on other sites More sharing options...
exile360 Posted April 16, 2018 ID:1233380 Share Posted April 16, 2018 Greetings, While we wait for a staff member, would you mind describing the issue you're having? Perhaps we might be able to assist here on the forums, assuming it isn't an issue with your license key or subscription. Link to post Share on other sites More sharing options...
jrousef Posted April 16, 2018 Author ID:1233381 Share Posted April 16, 2018 Yeah it is, I got a key given to me and I reformatted my PC and now it says that I need to deactivate my license on the old OS before I can use it on the freshly installed one. The problem is that because I got the key given to me I dont have an account to log into to deactivate it manually Link to post Share on other sites More sharing options...
exile360 Posted April 16, 2018 ID:1233383 Share Posted April 16, 2018 Ah, I see. Yes, it's the weekend unfortunately so you likely won't get a response until the morning, however I will alert members of Support to this post so that they can prioritize your ticket on the helpdesk as it was likely overlooked which explains why you haven't received a response. Also, be sure to check your spam filter/folder and/or junk folder to make certain that their responses didn't get placed there by your email client, as that sometimes happens with emails. If you received the initial automated reply when you first created your support ticket then that likely isn't the case, but is still possible as an update to your email provider's filter could have caused their later responses to get moved there. @nikhils @dcollins @vbarytskyy could one of you please take a look at Support ticket number 2284234? Link to post Share on other sites More sharing options...
jrousef Posted April 16, 2018 Author ID:1233389 Share Posted April 16, 2018 Oh great thank you very much! Link to post Share on other sites More sharing options...
exile360 Posted April 16, 2018 ID:1233390 Share Posted April 16, 2018 You're most welcome Hopefully you won't have to wait long for a response, but if more than 1 day goes by without one please respond to this thread and I'll be sure to make a fuss until you do Link to post Share on other sites More sharing options...
Solution dcollins Posted April 16, 2018 Solution ID:1233461 Share Posted April 16, 2018 Someone should be responding to your ticket shortly. For key issues like this, it needs to be handled on our support site instead of the forums. Link to post Share on other sites More sharing options...
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