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Contact Us form for support not displaying


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I run Malwarebytes 3.5.x on three systems.  I'm having a billing dispute with Malwarebytes over exactly what I run and whether I have a lifetime license or a subscription.  In the middle of the conversation, the Support page quit displaying the "Contact us" form which is the ONLY way to communicate with Malwarebytes support.  I tried sending an email to webmaster@malwarebytes.com and it bounced, which means the domain is out of compliance with RFC 2142.  The form doesn't display in either Chrome or FireFox.  I attach a screenshot.mb3_form_issue.thumb.PNG.20a1268ec71a442d2e6257214a31d9da.PNG

Show Details displays this:

Unable to retrieve spec for https://malwarebytes.grazconnect.com/ZendeskConnectorTile/view.html?features=responsive,tile,core-v3&ts=1504252160140&syn_app=s5obk&ref_s5obk=tileInstance:1249. HTTP error 504

Can someone here get through to them?

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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
  • Double-click mb-support-X.X.X.XXXX.exe to run the program
    • You may be prompted by User Account Control (UAC) to allow changes to be made to your computer. Click Yes to consent.
  • 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
    gatherlogs.png
  • 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:
     notify me.jpeg  

    Click "Reveal Hidden Contents" below for details on how to attach a file:
    Spoiler

    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:

  • 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

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I've relayed this information to our support ops to look into. In the meantime, if you already have an open ticket, you should be able to reply to the email chain to continue your conversation. If you don't have a ticket, you should be able to send an email to support@malwarebytes.com

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Thanks for the response and for forwarding the issue on.  I have an open ticket, 2342796 , but the email that replied is from a "noreply" account.  I just tried to reply to it and got a blank email addressed to this:

Malwarebytes <reply-fe8a16717d620c7a70-159101_HTML-302151667-6356537-4@reply.malwarebytes.com>

Would that actually work?  I'll try the support@malwarebytes.com address, but why isn't that on the <expletive deleted> support page?? 

The previous post from the bot, telling me to go look at the page on which I'm reporting a problem, is particularly annoying.

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We generally don't advertise the email as we prefer the form. The bot is also on a separate system from the form, so if the form has issues, the bot doesn't know about it and can't adjust. I will have to check into the noreply, that shouldn't be happening from my understanding.

All that being said, the support form should be back up and running now properly at the link above.

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