ChristopherYongco Posted January 3, 2020 ID:1353810 Share Posted January 3, 2020 Good Day, Link to post Share on other sites More sharing options...
Staff Malwarebytes Posted January 3, 2020 Staff ID:1353811 Share Posted January 3, 2020 ***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. Download Malwarebytes Support Tool Once the file is downloaded, open your Downloads folder/location of the downloaded file 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. Place a checkmark next to Accept License Agreement and click Next You will be presented with a page stating, "Get Started!" Click the Advanced tab on the left column Click the Gather Logs button A progress bar will appear and the program will proceed with getting logs from your computer Upon completion, a file named mbst-grab-results.zip will be found on your Desktop. Click OK Please attach the file in your next reply. Before submitting your reply, be sure to enable "Notify me of replies" like so: 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. 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 Link to post Share on other sites More sharing options...
Porthos Posted January 3, 2020 ID:1353812 Share Posted January 3, 2020 2 minutes ago, ChristopherYongco said: Good Day, Could you explain your issue better. Link to post Share on other sites More sharing options...
ChristopherYongco Posted January 3, 2020 Author ID:1353813 Share Posted January 3, 2020 Sorry was just about the type, but sent it automatically, I just bought Premium but did not receive any Email from Malwarebytes company. Link to post Share on other sites More sharing options...
ChristopherYongco Posted January 3, 2020 Author ID:1353814 Share Posted January 3, 2020 When I bought the program I just clicked the Buy before signing up for a Malwarebyte Account. the program activated but I cannot Bind it to my Email, it said it would send email so I can finish setting up my account, but sadly I did not receive any. Link to post Share on other sites More sharing options...
Porthos Posted January 3, 2020 ID:1353816 Share Posted January 3, 2020 1 minute ago, ChristopherYongco said: When I bought the program I just clicked the Buy before signing up for a Malwarebyte Account. the program activated but I cannot Bind it to my Email, it said it would send email so I can finish setting up my account, but sadly I did not receive any. Have you checked your junk/spam folder? Link to post Share on other sites More sharing options...
ChristopherYongco Posted January 3, 2020 Author ID:1353817 Share Posted January 3, 2020 1 minute ago, Porthos said: Have you checked your junk/spam folder? Yes I have already checked my junk/spam folder and sadly I did not receive any. Link to post Share on other sites More sharing options...
Porthos Posted January 3, 2020 ID:1353821 Share Posted January 3, 2020 Did you use the same email you used to purchase the product when you created the my malwarebytes account? Link to post Share on other sites More sharing options...
ChristopherYongco Posted January 3, 2020 Author ID:1353830 Share Posted January 3, 2020 58 minutes ago, Porthos said: Did you use the same email you used to purchase the product when you created the my malwarebytes account? Yes used the same email, I have always and only used that email for everything important Link to post Share on other sites More sharing options...
Porthos Posted January 3, 2020 ID:1353834 Share Posted January 3, 2020 1 minute ago, ChristopherYongco said: Yes used the same email, I have always and only used that email for everything important I would encourage you, if you have not already done so, to create a Help Ticket with Support. This forum can only provide you generic type help. 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). They can sort it out for you. Be aware it can take 3-5 days to get a response after the initial ticket confirmation. Link to post Share on other sites More sharing options...
ChristopherYongco Posted January 3, 2020 Author ID:1353837 Share Posted January 3, 2020 1 minute ago, Porthos said: I would encourage you, if you have not already done so, to create a Help Ticket with Support. This forum can only provide you generic type help. 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). They can sort it out for you. Be aware it can take 3-5 days to get a response after the initial ticket confirmation. Thanks alot already did it, hopefully it all works out Happy New Year Link to post Share on other sites More sharing options...
Porthos Posted January 3, 2020 ID:1353839 Share Posted January 3, 2020 1 minute ago, ChristopherYongco said: Thanks alot already did it, hopefully it all works out Happy New Year Same to you. Link to post Share on other sites More sharing options...
Maurice Naggar Posted January 3, 2020 ID:1353844 Share Posted January 3, 2020 < kibbitz / observation> @ChristopherYongco From what you wrote above and from the estore screen grab, I can pretty much assure you that there is a Malwarebytes MyAccount record associated to your Email .....the one you typed in at the time of purchase. Of that I am quite sure. I presume that you made no typo when typing in the address. ( People have been known to mis-type ). You do have a Premium license and you report that the license is activated. That is all that really counts. Can you try the MyAccount portal just one more time ? 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. Link to post Share on other sites More sharing options...
ChristopherYongco Posted January 3, 2020 Author ID:1353853 Share Posted January 3, 2020 19 minutes ago, Maurice Naggar said: < kibbitz / observation> @ChristopherYongco From what you wrote above and from the estore screen grab, I can pretty much assure you that there is a Malwarebytes MyAccount record associated to your Email .....the one you typed in at the time of purchase. Of that I am quite sure. I presume that you made no typo when typing in the address. ( People have been known to mis-type ). You do have a Premium license and you report that the license is activated. That is all that really counts. Can you try the MyAccount portal just one more time ? 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. It is good that it is activated, my main issue here is that, it is on auto-renew. I only bought the Malwarebytes Premium because it is on sale. I tried your way with MyAccount but as you can see in the screen shot there is no history there that I bought from there and also can not edit my subscription. I tried adding the key I aquicred but said its being used, well ofcourse im the one using it yet even though I bought good for 2. on the last pic is when I click from inside the Program "Visit Account" that is what pops up. Link to post Share on other sites More sharing options...
Porthos Posted January 3, 2020 ID:1353856 Share Posted January 3, 2020 4 minutes ago, ChristopherYongco said: my main issue here is that, it is on auto-renew. I only bought the Malwarebytes Premium because it is on sale. It is a subscription for every one. So I guess after the year you wont want it anymore? Either way, Just mention to support when they respond, You want to cancel auto renew as well. Link to post Share on other sites More sharing options...
ChristopherYongco Posted January 3, 2020 Author ID:1353857 Share Posted January 3, 2020 Just now, Porthos said: It is a subscription for every one. So I guess after the year you wont want it anymore? Either way, Just mention to support when they respond, You want to cancel auto renew as well. it depends if it would be on Sale again Link to post Share on other sites More sharing options...
Maurice Naggar Posted January 3, 2020 ID:1353859 Share Posted January 3, 2020 a) You do not have to click the Quote option when doing a reply. That way it reduces clutter. b) On My Account portal, you do not need to "register a license" !!! c) Lets ignore the Order and payment tabs. d) The Premium license is associated to your email. Bravo to you that you managed to login to MyAccount. e) You just need to see what other options there are there under the "Subscriptions" tab for this license. I honestly cannot recall whether there -is- a option online ( at MyAccount ) to turn off the auto-renewal. See this support article and compare to what you see on your portal Manage subscriptions in My Account https://support.malwarebytes.com/docs/DOC-1032 p.s. There is no rush on all this. There is lots & lots of time before your renewal anniversary. Support ( if needed) can assist on turning off auto-renew. My best to you. Link to post Share on other sites More sharing options...
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