Jump to content

Subscription Payment not Recorded

Recommended Posts

  • Staff

***This is an automated reply***


Thanks for posting in the Malwarebytes 3 Help forum.


If you are having technical issues with our Windows product, please do the following: 


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.

  1. Download Malwarebytes Support Tool
  2. Once the file is downloaded, open your Downloads folder/location of the downloaded file
  3. 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.
  4. Place a checkmark next to Accept License Agreement and click Next
  5. You will be presented with a page stating, "Get Started!"
  6. Click the Advanced tab
    Repair menu_arrows.png
  7. Click the Gather Logs button
  8. A progress bar will appear and the program will proceed with getting logs from your computer
    Advanced Gather Logs_arrows.png
  9. Upon completion, click a file named mbst-grab-results.zip will be saved to your Desktop. Click OK
    Advanced Gather Logs completed_arrows.png
  10. 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:


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.


One of our experts will be able to assist you shortly.


If you are having licensing issues, please do the following: 


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

Link to post
Share on other sites


You can check you subscriptions by signing up at My.Malwarebytes.com (instructions and more info in this support article) and you can manage your subscriptions from there.  If the info still doesn't check out you may contact Malwarebytes Support directly via the form on the bottom of this page and they can look up your account info to verify that everything is in place for your renewed subscription and get it corrected if it isn't.

If there's anything else we might assist you with please don't hesitate to let us know.


Link to post
Share on other sites

OK, so it shows your subscription info accurately on My.Malwarebytes.com but the software is still showing those notifications?  If that's the case then you can try deactivating and reactivating the software with your license key and that should force the software to re-validate the subscription term.  To do that, open Malwarebytes and navigate to Settings>Account Details or click My Account at the top right and click the Deactivate License button then reactivate the software with your license key again and it should force it to check in with the validation server which should then inform the software that your subscription doesn't expire for another year.

Link to post
Share on other sites

4 hours ago, Porthos said:

So it was not the program itself it was the reminder EMAIL's instead.

Yeah, I was confused on that point as well.  I thought it was the program that was being referred to, not emails.  That makes a lot more sense since I knew the software was supposed to check in regularly on its own to check the subscription status so I was wondering why it would keep displaying inaccurate information like that.

Anyway, I'm just glad that it's resolved now and I'll definitely bring this issue to the Product team's attention and hopefully they'll be able to address it somehow so that this is prevented from happening to anyone else in the future.

Link to post
Share on other sites

Create an account or sign in to comment

You need to be a member in order to leave a comment

Create an account

Sign up for a new account in our community. It's easy!

Register a new account

Sign in

Already have an account? Sign in here.

Sign In Now
  • Recently Browsing   0 members

    • No registered users viewing this page.
Back to top
  • Create New...

Important Information

This site uses cookies - We have placed cookies on your device to help make this website better. You can adjust your cookie settings, otherwise we'll assume you're okay to continue.