Jump to content

my.malwarebytes.com denies correct password because of new restrictions

Recommended Posts

I haven't logged into my.malwarebytes.com in a while.  Today I needed to.

It appears the web app designers have changed the Sign In  process and a major bug is present.

Note: "Sign In" is not the same as "Sign Up" (creating a User ID with new password).

I am being told my password is invalid (when I am just logging in!)

  1. Navigate my browser (any browser Mac or PC)
  2. Go to https://my.malwarebytes.com/en/login
  3. Make sure the "Sign In" form is active.
  4. Under Email, I enter my email address associated with this account
  5. Tab into the Password text box and paste my password
    1. Password is a 20 char string made up of lower case and upper case letters.
  6. Denied Login.  Must contain at least 8 characters, 1 uppercase, 1 lowercase, 1 number and 1 special character (ex: !@#$%^) 


Share this post

Link to post
Share on other sites

***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 on the left column
    0. UI.png
  7. Click the Gather Logs button
    17. Advanced.png
  8. A progress bar will appear and the program will proceed with getting logs from your computer
    19. System Repair Progress.png
  9. Upon completion, click a file named mbst-grab-results.zip will be saved to your Desktop. Click OK
  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


Share this post

Link to post
Share on other sites


On the My Account page,

use the blue "Forgot password" link.

Then wait to receive an Email so that you have the means to Reset the password ( for that Myaccount).

Hopefully this will provide you the means to change the password.


If you get stuck, or cannot make progress, then

Please go to this link   https://support.malwarebytes.com/community/contactsupport/pages/home-support

Provide the detail and submit the ticket.

Do scroll down to the section “Create Ticket”.

Please double check that you supply a valid / properly spelled & correct Email  ( hopefully the same one you used at the time or original purchase).

On the line “How can we help you”

Be sure to Select "I have a question about the My Account portal".

p.s.  Support can also assist you on the password reset.


Edited by Maurice Naggar

Share this post

Link to post
Share on other sites

If you’re copy & pasting make sure there’s no space at the beginning or end of the password.

Share this post

Link to post
Share on other sites

They'll be a lot of these requests.  They changed the restrictions.  I had to change mine today too.

Share this post

Link to post
Share on other sites

I guess I see this issue for what it is since I work on web apps.

There is no reason to check the strength of my password unless I am changing the password or creating an account.

(I am just signing in -- not changing my password)

I have informed Malwarebytes of this bug.  

Share this post

Link to post
Share on other sites

From a security perspective I can understand why they made the change.  The entire purpose of stricter password requirements is to reduce the probability of customer accounts getting hacked so it applies to all accounts, including existing ones which may have weaker passwords.  That said, I would prefer a better implementation where it notifies the user upon logging in that they are required to change their password and simply force them to create a stronger password that adheres to the new requirements when they do.  I've seen other sites and applications do it this way and it worked well.  I will suggest this to the team to help avoid all these issues and confusion over the new standards and hopefully they will be able to make it happen.

Share this post

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.

  • 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.