Jump to content
davew1987

Premium upgrade problems

Recommended Posts

***This is an automated reply***

Hi,

Thanks for posting in the Malwarebytes 3 Help forum.

 

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

Spoiler

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:
 

Spoiler

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.

mb_attach.jpg.220985d559e943927cbe3c078b
 

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

 

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

Spoiler

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
16 minutes ago, davew1987 said:

I upgraded to premium and got billed, but never received a license and my malwarebytes app has not upgraded.

Check your spam folder.  It is possible you mis keyed the email address on the purchase.

Edited by Porthos

Share this post


Link to post
Share on other sites
12 minutes ago, Porthos said:

Check your spam folder.  It is possible you mis keyed the email address on the purchase.

There's nothing from malwarebytes in my spam folder. Is there any way to find if I mis keyed my email address?

 

Share this post


Link to post
Share on other sites
16 minutes ago, davew1987 said:

There's nothing from malwarebytes in my spam folder. Is there any way to find if I mis keyed my email address?

 

You can try the following

If you need help looking up your license details, please head here: https://support.malwarebytes.com/docs/DOC-1264 

If that does not you log in and see your key than do the below.

Please contact our support team at https://support.malwarebytes.com/community/consumer/pages/contact-us to get help

Share this post


Link to post
Share on other sites
2 minutes ago, Porthos said:

You can try the following

If you need help looking up your license details, please head here: https://support.malwarebytes.com/docs/DOC-1264 

If that does not you log in and see your key than do the below.

Please contact our support team at https://support.malwarebytes.com/community/consumer/pages/contact-us to get help

I did both of those not long after starting this thread. Here's hoping I get it figured out. 

Share this post


Link to post
Share on other sites
36 minutes ago, davew1987 said:

I did both of those not long after starting this thread. Here's hoping I get it figured out. 

Just wait on support then. Do you have a ticket number?

Share this post


Link to post
Share on other sites

Hi @davew1987

Search your email's inbox for a confirmation email containing your license key.  Confirmation emails are sent to your email address from no-reply@cleverbridge.com or

no-reply@mail.malwarebytes.com.  If the confirmation email is not located in your inbox, check your spam/junk folder looking for one of these addresses.

Odds are quite good any new purchase would be handled by 2Checkout.   So look for the address  no-reply@mail.malwarebytes.com

However, if indeed you made a real typo, you would not have that email confirmation.

New purchases via credit card are processed by one of 2 companies. 2Checkout or Cleverbridge.

I would advise to first of all, lookup your charge card most recent transactions  ( at the website for your CC account) and see which company processed the payment.

2Checkout may be listed as 2CO

Cleverbridge  ( afaik) shows as CLV or Cleverbridge

 

You may check with 2Checkout by emailing them with your full name, address, and the last 4 digits of the credit card number used for payment.

https://secure.2co.com/support/section.php?#contact

 

There is a search page at 2Checkout but you would need to provide the Email address you used & some info on your CC account

https://secure.2co.com/myaccount/order_lookup/

On that page, click the white button "Card charged"

 

There is as well, chat and phone help

https://www.2co.com/#contactUs

I hope this helps.

Sincerely,

Maurice

 

 

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.