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Does anyone know if Malwarebytes support is open for business or not these days?  I have been trying for many days now, absolutely impossible to get any support for billing questions I have.

 

Am about to renew the license but would like to see what are the options for different plans. I tried opening a ticket in my account, I also emailed,  no response whatsoever.

 

Best,

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  • Staff

***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:

Malwarebytes Support Tool - Advanced Options

This feature is designed for the following reasons:

  • For use when you are on the forums and need to provide logs for assistance
  • For use when you don't need or want to create a ticket with Malwarebytes
  • For use when you want to perform local troubleshooting on your own

How to use the Advanced Options:

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  1. Download Malwarebytes Support Tool
  2. Double-click mb-support-X.X.X.XXXX.exe to run the program
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  3. Place a checkmark next to Accept License Agreement and click Next
  4. Navigate to the Advanced tab
  5. The Advanced menu page contains four categories:
    • Gather Logs: Collects troubleshooting information from the computer. As part of this process, Farbar Recovery Scan Tool (FRST) is run to perform a complete diagnosis. The information is saved to a file on the Desktop named mbst-grab-results.zip and can be added as an email attachment or uploaded to a forum post to assist with troubleshooting the issue at hand.
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  6. To provide logs for review click the Gather Logs button
  7. Upon completion, click OK
  8. A file named mbst-grab-results.zip will be saved to your Desktop
  9. Please attach the file in your next reply.
  10. To uninstall all Malwarebytes Products, click the Clean button.
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Screenshots:

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

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For any of these issues:

  • Renewals
  • Refunds (including double billing)
  • Cancellations
  • Update Billing Info
  • Multiple Transactions
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  • Transaction Receipt

Please contact our support team at https://support.malwarebytes.com/hc/en-us/requests/new to get help

If you need help looking up your license details, please head here: Find my premium license key

 

 

Thanks in advance for your patience.

-The Malwarebytes Forum Team

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Yes Malwarebytes Support Ticket 3004732 created last Thursday Apr 23.

No response whatsoever.  I liked Malwarebytes product, my current license is expiring so I am exploring different renew options for more add-on features such as VPN etc.  

But the lack of response after so many days makes me a bit nervous if they are still in business at Malwarebytes.  It's a bit unusual for a tech company to be absent from customer service for so many days. 

Thanks. 

 

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3 minutes ago, Needhelp3 said:

No response whatsoever. 

You should have within a few minutes received an email with a ticket# if there were no typo's in the email you gave support.

Did you check you spam/junk folders? If the responses are not in there, Did you use the following link to submit the ticket?

https://support.malwarebytes.com/hc/en-us/requests/new

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When I submitted the ticket last Thurs, I did receive a system generated auto reply email confirming that my ticket has been received on their end.

That's all I had received. Nobody ever reached out to me and answered the questions in my ticket.

Yes, the link you provided looks exactly like the pages I went to when submitting my ticket.   I submitted the ticket with my online account at Malwarebytes.

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2 minutes ago, Needhelp3 said:

Yes, the link you provided looks exactly like the pages I went to when submitting my ticket.   I submitted the ticket with my online account at Malwarebytes.

The first mail with the ticket # is automated. Unless it bounced for some reason, I have no other answers. I will tag a staff member who has the ability to look up tickets. Did you use the same email that you registered on the forum with?

Also, Usually the help desk just has you cancel auto renew and let the subscription lapse and to purchase the number of licenses/devices you are needing with a new transaction.

What plans were you thinking about and how many devices do you need to cover?

 

@AdvancedSetup

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Thanks.    Do you know if they are still in business?  I will look up some staff in this forum and tag them to this thread.  Very odd that one has to go through so much trouble in order to get some billing or renewal questions answered.

I want to upgrade to have VPN, do you know if their VPN is any good?  Their website doesn't tell you how many VPNs do they offer and covering how many countries. 

 

Thanks again for your time.

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1 minute ago, Needhelp3 said:

Thanks.    Do you know if they are still in business? 

Yees we are.

1 minute ago, Needhelp3 said:

I will look up some staff in this forum and tag them to this thread. 

Already did that.

 

2 minutes ago, Needhelp3 said:

I want to upgrade to have VPN, do you know if their VPN is any good?

I would wait til they get a trial option going.

 

3 minutes ago, Needhelp3 said:

Very odd that one has to go through so much trouble in order to get some billing or renewal questions answered.

The issue is you did not even get the automated response.

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