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I've already opened a ticket with support via email but it feels like they aren't reading what I'm writing and it's been quite frustrating, so I'm hoping someone here can help me out.

I downloaded the free-trial of Malwarebytes on April 24, 2020.
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To download and install the free-trial I wasn't asked for any information nor was I asked to create an account (<<this detail is VERY IMPORTANT). It was as easy as double-clicking the .exe and once the setup was finished and the software was installed, everything was working perfectly. I ran a scan, found some PUPs and got rid of them. Great!

As my free-trial neared its end, I thought I liked it the software enough to buy a premium membership, which I did through the desktopp app:

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I entered my credit card information and waited to receive instructions for activation.  Again, all done through the desktop app without having an account: 

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I placed the order and waited for my transaction to be processed by my credit card company, which it was on May 8, 2020:

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From that day until now I haven't received my key. Shortly after this, I realized that since keys are to be emailed to you and I was NEVER PROMPTED TO MAKE AN ACCOUNT, that I was never going to get my key. So I made an account and contacted support. I also though once I made an account and associated it with my desktop app that somehow it would automatically link the payment that had been made to my newly created account, but nope.

What's weird to me is how I was allowed to make a payment WITHOUT HAVING AN ACCOUNT if an account is a necessary part of the process to obtain a key.

My email exchanges with support led nowhere since they didn't understand what the issue was. Maybe it was my fault for failing to explain it properly, but it was still quite frustrating and I'm hoping someone can help me out here.

Thanks!

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***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
    • You may be prompted by User Account Control (UAC) to allow changes to be made to your computer. Click Yes to consent.
  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:

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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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Accidentally posted the last screenshot twice, my bad!

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17 minutes ago, Heimskr said:

Accidentally posted the last screenshot twice, my bad!

Assuming you filled out the email address in the highlighted section you started an account and should have received the key to that email.

I suggest you go https://my.malwarebytes.com and complete the setup of your account with the same email you used in the highlighted section.

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52 minutes ago, Porthos said:

Assuming you filled out the email address in the highlighted section you started an account and should have received the key to that email.

I suggest you go https://my.malwarebytes.com and complete the setup of your account with the same email you used in the highlighted section.

2020-05-26_12h56_56.png

Hey, Porthos thanks for the fast answer.

I have already completed my account setup through malwarebytes.com and still nothing has happened. The account was made around 2 weeks ago.

Is there any way to track this whole process through the transaction and the card I made the purchase with?

I know you're only a volunteer, but figured I might ask anyways.

Aditionally, my account has no record of the payment nor does it have any subscriptions associated with it.

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Greetings,

I would recommend you contact Malwarebytes Support by filling out the web form on this page and they should be able to look up your license info and get your subscription up and running for you.

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3 minutes ago, exile360 said:

Greetings,

I would recommend you contact Malwarebytes Support by filling out the web form on this page and they should be able to look up your license info and get your subscription up and running for you.

Sorry for double post, that's actually the first thing I did. I just realized after clicking on the link. I thought it might have been another form that I might have missed when opening my first ticket.

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That's the problem, though. They didn't seem to understand the issue and were asking for my purchase reference number or correct email address associated with the purchase. I have no purchase reference number because it isn't associated with the account because I didn't have one at the time of the purchase and my email address is the only one I use.

They also have stopped answering me.

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 You don't need an account at My.Malwarebytes.com; that is for managing your licenses after purchase.  They are requesting information from the actual purchase/transaction.  You should be able to get that info from your credit card statement, bank statement or from PayPal depending on how you paid for your license.  Be sure to check your junk/spam folder in your email in case your license and order info got placed there by your email provider by mistake.  If you still can't find it then I would probably just go ahead and cancel the payment if I were you, then make the purchase again and hopefully this time it will work properly, though they will advise you on what you should do in your support ticket.

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So when they ask for a purchase reference number I can just ask my credit card company to provide some official proof for the payment?

It's not a specific Malwarebytes related record linked to my account?

Because upon opening my ticket I led with a screenshot of my credit card statement and that didn't seem to work.

I appreciate your help so far, thanks!

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Yes, that's correct.  It is specific to your actual transaction/purchase; not the account you created at My.Malwarebytes.com.  I do not know what specific information they require though, so you will have to ask them about that.

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Thanks, Porthos! I'll try them in case my credit card company can't help.

I appreciate all of the answers from both of you.

Yall have a good one!

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1 minute ago, Heimskr said:

Thanks, Porthos! I'll try them in case my credit card company can't help.

Do them first before you do anything else please.

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1 minute ago, Porthos said:

Do them first before you do anything else please.

Gotcha, will do.

Will have to wait until tomorrow though.

Thanks again.

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No problem, I think it was mostly me trying to find a way to explain the issue that made sense and not being able to convey it properly.

Appreciate the followup.

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Contacted 2Checkout just now,  they were able to find my payment and forwarded me my original message with the activation key.

Thanks to everyone who helped!

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34 minutes ago, Heimskr said:

Contacted 2Checkout just now,  they were able to find my payment and forwarded me my original message with the activation key.

Thanks to everyone who helped!

I had a feeling it would work. It has in the past.

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