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Hi,

I have today received a Subscription Renewal email from MalwareB in which there are a couple of links to assist in the management of my intentions.

EXCEPT NONE OF THE LINKS WORK.

I responded to the email, and submitted screen-shots of the Link failures --- only to find it is a "No-reply email address --- Time wasted.

I then logged in to the Malware site with a view to setting my requirements via "My Account" --- Malware website doesn't recognise my password.

I use the "Forgotten Password" facility which only provides a Security Question and offers no "We'll send you a link with a temporary password" or similar.

What a completely stupid idea to not have a proper forgotten password facility like most websites have.

I have wasted about two hours on this so far and am feeling the purple haze of frustration I felt at the beginning of the year when we were all messed about with that faulty update and had to spend hours sorting things out.

I should be very grateful if someone could communicate with a human being at Malware and ask them to contact me via this thread.

Thank you,

 

Ian

Malwarebytes_001.thumb.jpg.9dfd18e4635570f9dfe4b966a0ccecf0.jpg

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  • Staff

***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: 

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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)
    1. Download FRST and save it to your desktop
      Note: 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
    2. Double-click to run FRST and when the tool opens click "Yes" to the disclaimer
    3. Press the "Scan" button
    4. 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
    1. Download MB-Check and save to your desktop
    2. 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" 
    3. 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.

 

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Please contact our support team at https://support.malwarebytes.com/community/consumer/pages/contact-us to get help

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-The Malwarebytes Forum Team

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Just in case it is helpful at all, the My Account feature in Malwarebytes is a separate system from the forums here and other services provided by Malwarebytes so unless you already set it up by visiting the My Account tab in Malwarebytes 3 and clicking Go to My Account then clicking the Sign up link at the bottom of the My Account website login page/dialog, then you'll need to go ahead and do so in order to get it set up for managing your account and Malwarebytes licenses.  Once you have that set up you should be able to log in there and manage your payment information and license activations for your paid Malwarebytes subscriptions.

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Hi exile360

Thanks for your response.

When my password was not recognised, I went through the process of "creating" an Account, but was told (quite correctly) I already existed -- so I was just banging my head against a brick wall again in regard to password.

With all the aggro at the beginning of the year with the faulty upgrade and now all this messing about with non-working links, I think I shall just quit and go elsewhere.

Thanks again,

Ian

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Well that's frustrating.  I'm sorry that you're having this issue.  Another way to deal with this, if you haven't done so already, would be to contact Support directly via one of the options on this page.  They should be able to take care of it for you and help you with getting your license renewed if you still wish to do so and haven't found another way to accomplish it.

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Hi exile360,

I really do appreciate your efforts on this.

I have already been on that page (about 5 times this afternoon) but when it came to attaching the screen-shot image files to illustrate the failures, that too refused to accept the file(s) -- or at least gave no visible sign that they had been accepted.

I assumed that to be as a result of my not being logged in.

I tried attaching a variety of images, just in case the originals were "rogue" in some way, but all were treated similarly.

I have passed the whole thing to Cleverbridge and asked for their help so it is now a "wait and see" situation.

Thanks,

Ian

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Did you try zipping the files first?  It may not accept certain image formats as attachments (due to the fact that certain file types, including some image formats may contain malware/exploits).

Anyway, I hope that Cleverbridge is able to resolve the issue for you, but if not, let me know and I'll reach out to members of the Support team directly (which I can do anyway if you wish, just let me know).

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Hi exile360. Sorry for the delay in getting back to you.

The image formats I tried were .jpg and .png, so if neither of those are acceptable to the site it's a bad look out. (Average 3-500Kb file size)

I have reaffirmed my request with Cleverbridge and, if that doesn't bear fruit, I shall just continue with a cancellation.

The amount of time I have wasted so far is well in excess of the time spent on other, more complex and higher value software, and simply makes MB a product which is not good value.

Thanks for your offers of help etc., they are greatly appreciated but, if the two organisations who make money out of this product can't sort it out, it shouldn't fall on others to do so.

Kind regards,

Ian

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Hi exile360,

Thank you.

I have just received an email from Cleverbridge informing me my renewal is cancelled from 21st May.

They put little or no effort into resolving the matter so, what with the hassle of MB and the non-help from Cleverbridge, I actually feel well out of it.

Thanks again for your repeated offers of assistance - a great pity the others weren't as helpful.

Best regards,

Ian

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You're welcome.  I'm sorry things were so difficult.  I will be reporting this incident to the folks at Malwarebytes for review.  Hopefully it will help them to improve this process in the future.

Anyway, if there is anything else we might help with please don't hesitate to let us know, and that goes for everything from problems with infections, to general Windows/software issues and even hardware related questions or issues.  While this is primarily the support forums for Malwarebytes products, it's also a community of enthusiastic computer users where a lot of volunteers as well as trained specialists hang out to discuss things and help others with our knowledge so just because you had a bad experience with the software and renewing your subscription, please don't let that stop you from returning here if you ever need help with anything else down the road, even if you are no longer using Malwarebytes on your own systems because we're always glad to help out where we can and to help educate anyone who is curious about the things we've learned in dealing with computers etc. throughout the years.

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You may be right, but I think a lot of it really has more to do with the fact that Malwarebytes has grown so much so fast in recent years.  With such a massive number of new users and customers, and with more and more getting the software each day, adapting the ways they do things to accommodate the increase in volume for everything customer facing can be difficult and time consuming, and can certainly require analyzing where they might fall short and learning from their mistakes, but I'm confident they will.  It's just going to take some time.

Either way, thank you for keeping such a friendly demeanor throughout all of this.  I realize you had a pretty hard time trying to accomplish what really should have been a far simpler task than it turned out to be and you've shown a lot of patience and I appreciate it.  As I said before, I do wish there was more I could do, but at the very least this should prove as valuable feedback for the company to help guide them to becoming better in the future.

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