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Cannot disable automatic renewal


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Hello.

My subscription is about to expire on Jun 14, 2018 and I see that my account is set to automatic renewal. 

How do I disable that? I want to pay when I want to pay, not when Malwarebytes wants me to pay. Besides, I'm getting a new laptop and will have to reinstall in the new laptop.

I just want to disable the automatic renewal option. In fact, MB doesn't even give you the option to cancel the subscription. A little arrogant on their part, I think.

Thanks for any help.

 

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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: 

Spoiler

If you haven’t already done so, please run the Malwarebytes Support Tool 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.

  • Download Malwarebytes Support Tool
  • Once the file is downloaded, open your Downloads folder/location of the downloaded file
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  • Place a checkmark next to Accept License Agreement and click Next
  • You will be presented with a page stating, "Welcome to the Malwarebytes Support Tool!"
  • Click the Advanced Options link
    welcome mbst.png
  • Click the Gather Logs button
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  • A progress bar will appear and the program will proceed to gather troubleshooting information from your computer
  • Upon completion, click OK
  • A file named mbst-grab-results.zip will be saved to your Desktop
  • Please attach the file in your next reply. Before submitting your reply, be sure to enable "Notify me of replies" like so:
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    Click "Reveal Hidden Contents" below for details on how to attach a file:
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    To save attachments, please click the link as shown below. You can click and drag the files to this bar or you can click the choose files, then browse to where your files are located, select them and click the Open button.

    _mb_attach.jpg.a0465aaafd6cae688aa38ab16

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:

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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

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You need to contact the ecommerce partner/billing vendor that handled your subscription purchase (Cleverbridge or Avangate) and their contact information is included in the article.  From the article I linked to:

Malwarebytes uses two billing vendors, cleverbridge and Avangate, to process payments.  Cleverbridge or Avangate can help you:

  • update your billing address
  • stop automatic renewals
  • cancel your subscription
  • request a refund

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You should be able to contact our support team directly on the following site and they can help you with your subscription: https://support.malwarebytes.com/community/consumer/pages/contact-us

Also note, I don't think Exile was trying to be clever, just trying to help you discover the answer you needed.

Edited by dcollins
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My apologies if I came off as rude, that was not my intention.  The information should be listed in your purchase email which contained your license key when you made your purchase.  If you no longer have that email then you can either check your purchase history on your payment method that you used for the purchase or worse comes to worse you may contact each of them and they can look up the information for you, and the one that handled your purchase will let you know.

Had I known that you did not know who handled your original purchase then I would have explained that, but you simply asked how to cancel the autorenewal which was why I pointed you to the article.  If you'd have told me that you weren't sure which one of them handled it, I would have pointed you in a different direction so again, my apologies if I made too many assumptions but I didn't see anything in your initial posts about not knowing which of them handled your purchase, just that you wanted to know how to cancel the autorenewal.

Other than that of course you may contact Support directly as instructed by dcollins above and they can assist you further.

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