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MichaelK91

How does one remove autorenewal?

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What a load of codswallop! The third party payment handler's instructions come directly from the first party. If it's possible to change payment methods easily via my account page, it should be just as easy to opt out of this unscrupulous practice. My payment method option is by PayPal, so I will be instructing them to refuse payment. Since I have had no reply from Cleverbridge, it appears that this is my only practical solution.

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No, they really don't.  At least not as far as online automation goes.  They do of course honor Malwarebytes' refund policies etc., but with regards to connecting with and automating things like payment cancellations, autorenewal settings and other issues related to payment processing Malwarebytes doesn't really have anything to do with it, especially with regards to the online license management system because as I said, this would require automated infrastructure on the payment processors' sides and would also require some kind of synchronization so that the Malwarebytes system knows which payment processor is currently handling payments for your account.  It's not impossible to implement something like that, but it would require work on the part of the payment processors to make that integration happen.  I'm certain that if it is a service they offer and if they were willing, they could integrate to that degree with Malwarebytes' online system, but the Malwarebytes online system is fairly new and it would take time to implement.  That said, I have already requested these things so hopefully these are features we'll see in the future.

With regards to not hearing back from Cleverbridge, that is odd as they are generally pretty quick to respond.  Please be sure to check your junk/spam folders if you haven't done so already as they may have been diverted there by your email provider/client by mistake.  Of course cancelling through PayPal works as well, however I would just want to make sure that it is indeed cancelled as it should be so I'd suggest either contacting Malwarebytes Support directly via the form found on this page if you still don't hear back from Cleverbridge soon and they should be able to get in touch with them for you to ensure that the auto-renewal got cancelled correctly.

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Posted (edited)

Hello,

I was unable to disable auto renewal through the software anywhere I could find.  I am old but I do have a degree in CS so know my way around.  However when I went to the Cleverbridge site they referred to a link in the original order e-mail they sent (which I save all that crap).  Below is a small clip from it.  Although without coming to these forums I may not have remembered or known that Malwarebytes went through a third party.  So thanks for that :)

I do feel like they kind of dupe you into auto renewal by opting you in automatically. Sadly :(

Tech support

If you have any technical or product-related inquiries, contact Malwarebytes:
Website: https://support.malwarebytes.com/
Email: support@malwarebytes.com

Order support

If you have any payment or order-related inquiries, contact cleverbridge Customer Support.

Manage subscription

If you would like to cancel or restart your subscription, please click the link below. Note that a cancelation stops future renewal charges, but does not result in a refund of your order after 30 days of purchase.

 

Edited by AdvancedSetup
Removed live hyperlink

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I just tried that manage your subscription link and it said that my licence would expire on 8/21/2019 and won't be renewed. My licence doesn't expire until 8/17/2020 so I cancelled the request. Now it says it will auto-renew on 8/21/2019. Now I don't know what's going to happen. I was thinking of using the paid version for my phone. No chance of that now.

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Did you purchase a 2 year license when you originally purchased the product?  If so, it could be that they are just showing the end date for the first year's subscription, and if that's the case then you'll still receive your full second year of service, and once that expires it should not auto-renew now that you've cancelled it.  I suspect it's just an issue with the license subscription term tracking/synchronization system not accurately showing multi-year term licenses/subscriptions.  I'll report it to the team to make sure and to try and get it corrected assuming that's the case.

If the 21st of August roles around and your license does terminate, please contact Malwarebytes immediately to let them know and they will make it right, but I doubt you'll have any problems as I've not heard of a single instance where someone cancelled auto-renewal and anything like that happened so I'm sure it's just an issue with the online system not handling multi-year subscription tracking correctly (I suspect that when the 21st comes it will show something to the effect of 'renewed on 8/21/2019' and show the new expiration date as being in 2020 as it should be).

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There was a balls-up with the provided link. It has been removed and all is good now apart from still not being able to disable auto-renew.

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Wait, you still haven't successfully disabled auto-renewal for your account?  If so then please contact Malwarebytes Support directly via the form on the bottom of this page and they will assist you in getting it done.  I know for a fact that they don't want anything like that to happen (I'm a former employee and such things were major topics of discussion when the company first migrated to a subscription based licensing model and implemented auto-renewal as a feature; the intent was for the sake of convenience, not to charge customers who didn't actually want to keep renewing their licenses which is why they made sure to provide the option to cancel in the first email customers receive providing their license details along with setting up the FAQs and KB articles providing full details on who to contact and how to cancel auto-renewal for those who did not wish to participate).

I do wish it were all connected, with the ability to enable/disable the feature built into the My Account website, however I also understand the technical hurdles involved in doing so, especially because of the fact that there are multiple payment processors for Malwarebytes subscriptions.  Changing payment into is much easier which is why this is possible there since all it has to do is update the info in their system, but, at least as I understand it, to cancel auto-renewal someone from the payment processor (i.e. Cleverbridge in this case) must manually change the account/disable the option for it to take effect.  That's why they provide all that contact info for the two e-commerce companies in the KB article we mentioned before.

With all that said, I still haven't given up on this and continue to submit this feedback to the company whenever I see someone requesting it/complaining about it because I know that many users would appreciate it.

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I suggest that you go to your my account page and see if you can navigate the loop of links. Then you may get some idea of the frustration of coming to a dead end every time. I will not waste any more time chasing my tail on something that should be as simple as one or two mouse clicks. The example page that you posted earlier and highlighted in red, said that after you pay for your subscription, you can go to your my account page and change the renewal details. That is clearly not the case. I eventually navigated to a support box and I requested that I wanted auto-renewal disabled. That was early March, still no response. I have until August next year before my subscription runs out so hopefully a solution can be found by then. I understand that you are a fanboy for this company but there is no excuse for this practice. This is nothing but a sneaky sham.

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OK, look, I get that you're frustrated and I definitely understand why and agree that this should be changed, but the name calling, accusations and dire assumptions really aren't going to accomplish anything.  I realize why you are saying those things, however again I have first-hand internal experience with this company from its roots after working for them for 8 years, starting in QA and working all the way up to being the first Product Manager they had overseeing all of their products meaning it was literally my job to decide what features go into the products and what the priorities should be for the Developers as well as gathering any requirements and requests from the users and customers and integrating that feedback into the backlog for their products.  I am no longer a Malwarebytes staff member, but I still know the people that run things within the company very well and I know for a fact that they absolutely are not trying to do anything shady at all.  It really is just a matter of the limitations that they are currently dealing with and determining where their time and energy would best be spent.  Over the past couple of years they've completely overhauled all of their major products, including their flagship currently known as Malwarebytes 3 (formerly Malwarebytes Anti-Malware), completely redesigned their website, restructured their entire customer support system including creating and maintaining and extensive support knowledgebase and all the while they have been working to improve things in every way that they can for their users and customers.  They aren't trying to screw anyone nor do they want anyone paying for software that they don't want.  Unfortunately the reality is that while Malwarebytes is a great anti-malware software company, they are not an e-commerce company so rather than diverting tons of resources towards reinventing the wheel in trying to do all of that in-house, they've done what the vast majority of other vendors have done by partnering with major e-commerce vendors who do specialize in those things (like Cleverbridge) to handle that aspect for them and their customers.  Because the payments and purchases go through these third party e-commerce vendors, the Malwarebytes account management system is not (yet) integrated completely with those third parties' systems so cancelling via a coupe of mouse clicks just isn't possible at this time, but that doesn't mean that it won't be in the future because again, they know that many users want this, I've communicated it to them on multiple occasions and I know that they have heard and are aware of the requests for this feature so I do believe that it will happen eventually if it is possible.

In the meantime, I did just check the knowledgebase article that we've been referring people to for this and similar license/account issues (located here) and I've noticed that it doesn't even refer customers to the two e-commerce providers any more and instead just tells them to contact Malwarebytes Support directly meaning they'll handle it on your behalf so that you don't have to do anything except contact Support and let them know that you wish to cancel your subscription or opt-out of auto-renewal and they will inform Cleverbridge or 2Checkout/Avangate (depending on which e-commerce vendor handled your purchase/processes your payments) for you so that you don't even need to know which e-commerce handler maintains your account.  Granted, it's not as simple as clicking a button or link in the My Account portal, but using the Malwarebytes contact form or even just shooting them an email at support@malwarebytes.com to inform them of your decision to cancel/opt-out of auto-renewal isn't exactly jumping through a ton of hoops either and they will get it done.  Again, I've never heard a single complaint from anyone claiming that they tried to opt-out of auto-renewal or cancel their subscription and ended up being renewed/charged anyway.  In fact, I know for a fact that even if by some fluke that did occur, Malwarebytes would make it right to ensure that the customer was treated fairly and got the outcome that they desired because they care a LOT more about their customers as well as their own reputation as an honest and reputable company (a very important thing for a company people are supposed to trust with protecting their data and devices from criminals) than they do about a $30 or $40 subscription fee, especially since by far their largest sales are to businesses, not individual home users since large businesses tend to buy licenses/seats in the hundreds and even thousands, not just for 1~5 devices and having a bad reputation would certainly turn off many prospective corporate buyers and the IT admins that look into and recommend Malwarebytes' products to those within their organizations who make their purchasing decisions.

If Malwarebytes was really trying to scam people they wouldn't give away scanning and full threat remediation completely free of charge like they do, they wouldn't offer completely free assistance, not only with their paid products but also to free users as well as to anyone who comes to their forums even if they aren't using any Malwarebytes products at all with everything from product support issues to threat removal and even diagnosis and repair of completely unrelated system and software issues, nor would they actually pay people just for the purpose of providing that help (there are individuals who they pay just to work primarily in the malware removal area to help infected users and they also have a large number of expert volunteers who are trained in malware removal who come here willingly to donate their time and knowledge just to help others on these forums) and they make the same help available to anyone who contacts them in their online support system via the web form I linked to/through the support email address.  They want to make money obviously, as any company does as it is necessary to survive and pay their employees, but money never has been their primary motivator.  This company is made up of passionate individuals who are the best in their areas of expertise who hate malware and enjoy helping people to get rid of malware and stay free of malware (even if they don't choose to buy any of Malwarebytes' products which is one of the reasons you'll regularly see myself and others, including actual Malwarebytes staff members regularly recommend an array of tools and programs to help users stay safe online, including free and paid tools from other companies who have no affiliation with Malwarebytes at all) because they honestly care about people, not about their bottom line.  Again, I understand your cynicism given the situation, but I know for a fact that greed is not what motivates this company and the individuals who work for them.  That's just not who they are.  They would rather lose $1,000 doing the right thing than make an extra $50 doing the wrong thing because they do respect their customers and their free users alike.

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Currently only customers that have purchased using 2Checkout will have the option to disable the renewal. Others will still need to contact our Support Team - but we're working on making it available to members that have purchased using cleverbridge as well.

 

Contact Malwarebytes Support
https://support.malwarebytes.com/community/consumer/pages/contact-us

 

If you do need additional help please let us know and we'll be more than happy to assist you.

Thank you

Ron

 

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On 3/12/2019 at 8:11 AM, kliebor said:

I think they have listened and I am glad, so if your only concern is cancellation/ability to turn off auto renewal it seems that is resolved.

 

On 3/12/2019 at 6:20 PM, exile360 said:

That's good to hear.  It sounds like they've made it easier to manage now and I'm glad.  I did submit all of your feedback from this thread to the Product team, so hopefully this process will become even more streamlined in the future.

 

I just got paid premium for 2 devices, and can find no place where I can turn off auto renewal. See attached file. No where in the payment process do we get an option to turn off auto renewal. So I don't know what you're talking about kliebor! Any comments exile360?

 

image.png.3013910e9259f6e4ba5f7f6dd3351c32.png

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Posted (edited)

Hi @Sam4u  

Can you look close on the Email message you received on the auto-renewal confirmation.   Look thru all of it.  I believe there is some mention there on how to contact 2checkout or Cleverbridge to turn off the auto-renewal.

Edited by Maurice Naggar

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2 hours ago, Sam4u said:

 

 

I just got paid premium for 2 devices, and can find no place where I can turn off auto renewal. See attached file. No where in the payment process do we get an option to turn off auto renewal. So I don't know what you're talking about kliebor! Any comments exile360?

 

image.png.3013910e9259f6e4ba5f7f6dd3351c32.png

If you click where it says Cancel subscription that will terminate auto-renewal for your account.  Your license term will still remain active for the full duration of your original purchase (i.e. 1 year if it was a 1 year license, 2 years if it was a 2 year license etc.).

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I guess because they use the word 'subscription' to reference the fact that it is an ongoing payment/service, similar to how, if you were to cancel a subscription to say a service such as Netflix or Amazon Prime, or even a magazine subscription, you would still receive the service for the duration of time for which you have already paid, it just wouldn't renew/bill you to continue your subscription in the future.  I think the term subscription itself has had its meaning somewhat obscured by the way that some software vendors and service providers have used it over the years to sometimes mean the same thing as 'license' when really they are two different things.  A subscription is a service for which you have signed up for an ongoing basis which will be billed/renewed at regular intervals, so terminating your subscription stops that renewal so that there are no further billing cycles/payments, and this is how it is used in this context as well.  A license is simply an instance in the case of software, or the 'right to use' for a single instance of the software.  And of course, since Malwarebytes is renewed on a yearly basis, it wouldn't really make sense for the software to cease functioning just because your subscription has been cancelled, as you still get the full functionality of the software for the remaining duration of the license period for which you have already paid (unless of course you were to contact Support to get a refund within the first 30 days after purchasing as per their refund policy).

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