Unable Renew Malwarebytes

[Viggen2001]

I am unable to renew Malwarebytes.  @ weeks in advance of the renewal I double checked to make sure auto-renew was on.  On the day of renewal I got a message via the Malwarebytes 3.8.3 Console that I needed to update my payment info as they could not process the payment.  It also said the account was temporarily extended.  I went into the account and the payment info was correct.   I then clicked update and it said success and that the payment option for my order was successfully updated and a confirmation email would be sent with further information at the appropriate time.  No email was received.  I checked the ISP server and it was not in a spam box or marked with spam.  There was nothing.  I tried again and same issue.  Nothing was sent and the account now shows the license as expired.  I see no charges on my payment method and no rejections.

Looked at past orders and verified that my license was correct and the same number as it has always been.  It was the same 3-seat license renewal.

I opened a support ticket on February 3, received an auto-reply but noting since.   I sent a second request referencing the first ticket #, but received the same reply with a second ticket number.

What is the typical response time for tickets?  This is also the second time I have had renewal problems.  The first was due to not having auto-renew on, this time I made SURE it was one and yet again another renewal problem.  I am not sure if the issue is on the Malwarebytes account side or on the Cleverbridge side, but the annual renewal dance is frustrating.

[Malwarebytes]

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[Porthos]

11 minutes ago, Viggen2001 said:

What is the typical response time for tickets? 

 Sorry about your issues ticket times are usually 3-5 Business days. The second ticket might make that longer. Tickets are answered first in first out.

Edited February 6, 2020 by Porthos