Renewed 1yr Last Month. Now Expired

[AsYouWishChris]

I've been seeing other posts about this, but figured I'd chime in just in case. So renewed on June 2nd, and then after the update it tell me I'm expired. Have gone through deactivating even though I've only ever had this license on just my one system. Ran the support tool, the works. Trying to activate through the website pops up an error, and manual activation gives me this...

[Malwarebytes]

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[Maurice Naggar]

Hi Chris.

Have you logged in to the MyAccount portal  and then looked to see just what it showed about this License ?

Assuming you bought licenses directly from Malwarebytes, you would have supplied a Email at the original purchase.

That same email is what you should use to login to Malwarebytes MyAccount.

https://my.malwarebytes.com/en/login

If you have misplaced or do not have the password for that login, use the blue "Forgot password" link.

Keep in mind that the Email has to be valid and active.

.

That being able to do that login and then to see what it shows there for Licenses is an important factor.

If you do not see your license listed there, you can not make headway on your own.  In the latter case, you will need to create a Support help ticket  ( if not already done).

There are several help articles on the Support portal about the topic of licenses, de-activation, re-activation.

Start with Manage subscriptions in My Account  https://support.malwarebytes.com/docs/DOC-1032

Patience is the watchword.

[AsYouWishChris]

Yes. Did all that. My email that I received with my renewal purchase was the first thing I checked and cross verified that it matches the key on my account. I created a support ticket the same day this happened and am still waiting on a response. I see that I am not the only one having issues so I understand that you guys may be backed up. I have also tried the live chat option repeatedly but that has apparently been down all day.

 

I have gone through the knowledge base, forums and exhausted all other options. From my experience in the I.T. industry, this appears to be some bug regarding the latest update, but you guys are the experts on MWB, not me. So, I will wait and hope for the best. If you have any additional info in the meantime, I'll be glad to hear it.

 

Thanks in advance

[Maurice Naggar]

Thanks for the notes.

If you created the Support ticket last Friday or later, continue to have patience.

If you are able to login to MyAccount portal,  what does it show as far as the display there for the license status?

By the way, this is a Premium subscription, right.   How many seats is the license set for ?

Is there only one Windows machine that you have the Premium on?

Can you recall if your subscription is with 2Checkout ( 2CO  aka Avangate ) or else Cleverbridge ?   Please check your Email records.

[AsYouWishChris]

The license is active. It is Premium. It has one device and I've only ever had it on one. And it says it is with 2CO. I simply saw a popup that suddenly said the license had expired even though I renewed it for another year on June 2nd. If you need the support ticket number or any other info you think would help, please let me know.

[Maurice Naggar]

a) Stick with your ticket.

b) Check your renewal email and see if it has contact information to email or call 2CO  ( 2Checkout).

If so, you can ask them to check on the subscription on their system.

[AsYouWishChris]

Well a few days ago my ticket was answered. "Due to an unfortunate mishap within the billing system when the email was changed during the renewal process the system did not associate the original order to the renewal."

So all I can get out of that is that my email got mixed up on the MB side. In any case, I tried, once again, to manually activate my license and lo and behold it is working again!

[Smuggly]

You guys are not looking good MB. It's the win 10 1903 update I'm betting on it. All 5 of my pc's are doing this crap. I'm moving on. I bought 1 1 yr for my main box but I will be changing to Superanti Spyware pro or something. If you can't manage a update .... Its funny how the screw up gets rid of lifetime licenses?

[AsYouWishChris]

Well I'm still on Windows 7, mostly for gaming purposes, and I ran into the same things as you can see. I'm not happy about it, but I can let this one instance ,of what is looking more and more like a mass billing error, slide vs the solid performance I've had over the years with MB so far

[AdvancedSetup]

Hello @AsYouWishChris

Just want to confirm that you're currently able to login to the My Account and manage your license and other information on your own now. Unfortunately, sometimes things do go wrong, but I want to make sure you're in control of the features below so that in the event something were to happen again you'll be able to correct it on your own without contacting us.

 

Find my premium license key
https://support.malwarebytes.com/docs/DOC-1264

Create your My Account profile
https://support.malwarebytes.com/docs/DOC-1036

Once setup is complete, you are logged into My Account, where you can:

    manage your subscriptions
    view your order history
    retrieve your license keys
    deactivate your licenses
    download the latest Malwarebytes software
    update your billing information

Your My Account profile only shows purchases registered to your login email.  You must set up a new My Account login for each email address you have registered with Malwarebytes.

My Account Login Page
https://my.malwarebytes.com/

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

 

[AsYouWishChris]

Yes. All did that from the first part when searching with the MB "knowledge base". This is a problem obviously on the MB side that got corrected when my billing info got corrected

[AdvancedSetup]

Thank you for the update @AsYouWishChris

I will go ahead then and close your topic and wish you well. Hope you have a great weekend

Take care

Ron