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A word of caution with keys and stolen devices


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I have been trying to remove Malwarebytes from 2 devices that got stolen and after 5 days with 3 different support techs I have been told that all they can do is make my keys invalid.

Both of my license keys are multiyear licenses for 9 devices. After using Malwarebytes for over 10 years the best they could do was tell me they could void the licenses and that I’d have to rebuy my subscriptions.

Because 2 of my devices were stolen, I get to spend more money rebuying a product all because support has no way of removing keys from the devices?

There is a management portal, but it is useless. I have tried manually removing devices one at a time with the trashcan icon and removing all devices under both keys as a whole. However, devices just reconnect when they come online again. I also had support remove all devices from their end, but the same thing happened were devices just reconnect.

So I just wanted to leave a warning for people that might be managing lots of devices (for family in my case), I guess if you’re not a business you’re SOL.

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38 minutes ago, changingtide said:

I have been trying to remove Malwarebytes from 2 devices that got stolen and after 5 days with 3 different support techs I have been told that all they can do is make my keys invalid.

Both of my license keys are multiyear licenses for 9 devices. After using Malwarebytes for over 10 years the best they could do was tell me they could void the licenses and that I’d have to rebuy my subscriptions.

Because 2 of my devices were stolen, I get to spend more money rebuying a product all because support has no way of removing keys from the devices?

There is a management portal, but it is useless. I have tried manually removing devices one at a time with the trashcan icon and removing all devices under both keys as a whole. However, devices just reconnect when they come online again. I also had support remove all devices from their end, but the same thing happened were devices just reconnect.

So I just wanted to leave a warning for people that might be managing lots of devices (for family in my case), I guess if you’re not a business you’re SOL.

Hi @changingtide. Checking on this and will be back in touch shortly. :) 

Edit: someone from Support will be reaching out to you shortly.

Edited by msherwood
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  • 2 months later...
On 11/21/2018 at 7:29 PM, msherwood said:

Hi @changingtide. Checking on this and will be back in touch shortly. :) 

Edit: someone from Support will be reaching out to you shortly.

I am in the same situation. I have been with Mbytes for years! and I need help because I am in the same situation as the OP, I  was stolen and would really appreciate if I could be re assigned a new key.

I can see someone who keeps registering their PC with my registration. I can even see their pc name when i log in and look at "manage devices".

No matter how many times I de-register them, they keep re-registering.  

 

Please help. Thank you

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2 hours ago, exile360 said:

Greetings,

To get this issue resolved as quickly as possible please contact Malwarebytes Support directly via the form found on this page and they should be able to assist you with rectifying this situation.

Please let us know if there is anything else we might assist you with.

Thanks

Thanks for the advice, I will do that.

I just don't want to experience what the OP did before they spoke to @msherwood and @elii, 

Thank you

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Yeah, I don't know all the details obviously, neither about their internal policies nor this specific customer's situation, however I do know that Malwarebytes tends to be very customer oriented and tend to prioritize their users and customers over profits within reason (obviously they still have to make money to stay in business/keep the lights on) and I have no doubt that they will do everything they can to make the situation right.

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