new computer no account access

[bplantcjf]

Son bought me a new computer. I have a Malwarebytes account but it says I don't, but on this forum it says I do. Bought a 3 license when I bought it but only had it on 2 computers. Want to put the third on this one. How? It won't let me sign in and there isn't any support.

[Malwarebytes]

***This is an automated reply***

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[Firefox]

Hello and Welcome

For licensing issues its best to contact the help desk directly...

That can only be solved by contacting the help desk  RIGHT HERE and creating a ticket.

[bplantcjf]

Thank you. I couldn't find any place to get help without logging in and they didn't recognize my log in. Thank you

[bplantcjf]

I just tried that link and it says no one is available to chat.

[exile360]

If you haven't done so already, I would suggest signing up at My.Malwarebytes.com.  There you should be able to manage your licenses.  You'll find further details in this support article.  If you're still having problems obtaining or using your license key you should find this support article to be of help.  It also provides contact information for getting in touch with Malwarebytes Support (including contacting them via email when live chat is unavailable outside normal business hours).

[bplantcjf]

Tried. When I try to log in it says there is no account but when I try to create an account with that email it says that email is already in use. So I tried again and said I forgot my password but no email came back to me. I tried chat but no one was available and it was during normal business hours. So I filled out a ticket but I am still waiting for a reply.   I just retried using your links but they still aren't letting me get to my account or create a new one. 

[exile360]

OK, just wait on Support, they should email you back today assuming the ticket queue isn't too large, which it usually isn't.  Be sure to check your spam/junk folder(s) in your email as well just to make sure nothing gets placed in there by your email provider by mistake as that does happen sometimes unfortunately.

[bplantcjf]

Thanks. Not in my spam. Just checked. I will wait. I just hate having an unprotected computer. I took the Norton off so there wouldn't be a problem installing Malwarebytes.

[exile360]

OK, did you already use the free 14 day trial of Malwarebytes?  If not, then go ahead and install the free version and it should activate the free trial automatically so that you will be protected while awaiting your license/Support.

In the meantime I'll ping a member of the Support team directly here and he should be able to assist or at least get you in touch with someone from Support who can; @LiquidTension would you please assist this customer with retrieving their recently purchased license key?  The activation email hasn't arrived yet so someone from Support will likely need to look it up.

Thanks

[bplantcjf]

Thank you. I just did that. I had forgotten about the free version. I will hopefully hear from them soon. I will be on the road for 2 days starting tomorrow and will be using a hotel wifi.

[exile360]

OK, as long as you have the trial running it's good for 14 days so even if something weird happens and you aren't able to get help from Support before you leave (very doubtful as I expect them to assist you today given how quick they usually are with these things) you'll still have protection while you're travelling.  You can also ensure that Windows Defender is turned on (it won't conflict with Malwarebytes, even with protection active) by opening Malwarebytes and navigating to Settings>Application and selecting Never register Malwarebytes in the Windows Action Center below the Windows Action Center section.  It isn't essential, but Defender does add another layer of defense on top of Malwarebytes which may help you to feel safer (many of our users run it this way since Defender is generally pretty light on resources as well and the two tend to work well together without conflicts).

[LiquidTension]

Hello bplantcjf,

The Support team have been made aware of your issue/ticket and will respond as soon as possible.

[bplantcjf]

Thank you.