Jump to content
jet

Account Issue/ Ticket Response???

Recommended Posts

I updated to v4.0.4.  I am a long time user with 2 lifetime licenses.   I sent 2 tickets 7 days

ago with no response.  Since the update,

With Malwarebytes open, when I click the MY ACCOUNT button it
takes me to the my.malwarebytes.com website.  There it shows my OLD EMAIL
address, that is inactive for a year since I changed ISPs, in the Sign In Email
Field and a message at the top stating:   "You have not set up your account.
Please check your email for instructions to set up your account."  Its
impossible for me to check that email because, as stated, that email account no
longer exists.  Also I don't believe I've ever had a my.malwarebytes.com account
in the first place.  The only one I've had is for the forum.  My two license's
must be registered under my old email address with Malwarebytes system.  So what
I did was SIGN UP for a new account.  I entered my info(Name, Email etc.) and
logged in.  Then I tried to Register my License's into that account but it won't
accept them stating THE LICENSE'S are already registered(that would be with
my non-existant old email address).  So the solution  is to somehow get my two
license's transferred to my new email address/account.  HELP!

Malwarebytes Support Ticket 2793181

and

Malwarebytes Support Ticket 2815196

Share this post


Link to post
Share on other sites

***This is an automated reply***

Hi,

Thanks for posting in the Malwarebytes for Windows 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

    mbst_get_started.jpg
     
  7. Click the Gather Logs button

    mbst_advanced_gather_logs.jpg
     
  8. A progress bar will appear and the program will proceed with getting logs from your computer

    mbst_getting_logs.jpg
     
  9. Upon completion, a file named mbst-grab-results.zip will be found on your Desktop. Click OK

    mbst_log_saved_desktop.jpg
     
  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

Greetings,

I'm not sure if you will be able to resolve this issue with Support so you may have to wait on them to respond to your support ticket (also, just FYI, creating additional support tickets will not speed up getting a response as tickets are addressed on a first come, first served basis) however I would suggest trying the options provided in this support article as well as this support article to see if either of those options provides a means of getting your license keys linked to your new email address/account (unlikely but it's worth a shot if you haven't exhausted all of those options yet otherwise you will have to wait on Support unfortunately).

I am certain the delay in receiving a response to your support ticket is due to the recent Christmas holiday as they are no doubt short staffed with many employees taking vacations or simply being off for the holidays which also means that once they all return from their vacations/time off they will no doubt have a rather large backlog of support tickets to work through that have stacked up while they were short staffed but hopefully you will get a reply soon.  I am sorry that I cannot do more but unfortunately I do not have access to the licensing system or to the helpdesk ticketing system.

Share this post


Link to post
Share on other sites

I exhausted all other options, those links and more, prior to sending a ticket.

My second ticket was an amendment of my first that included my  license purchase email from Cleverbridge.  I presumed they would ask for it.

I have been contacted now and a resolution is being worked on.

I don't expect to get a immediate support response but after a week I decided to post here.

 

Share this post


Link to post
Share on other sites

Good, they should have the issue resolved soon then.  Please let us know if there is anything else we might assist you with.

Thanks

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.