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Malwarebytes Support Ticket taking really long


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Hello J.    :welcome:

At times like these, the support queue is heavier than normal.   Please also know that staffing is reduced on Saturdays and Sundays.

You would have got a first automated reply from the auto-responder.  Did you do as per that message ?

Then do not  send any subsequent reply until a support person makes the first reply.   You may expect a reply within 3-4 business days ( not counting weekends or holidays)   from when ticket was first created.  Cases are handled in order of first in.

Please also know that we here on the forum, as volunteers, have no visibility into the support queue.

However, it is noted on the first page of the Support portal that you may experience a delayed response due to higher volumes.

We here on the forum cant be of much help if what you need is a complicated case involving a Premium license.

What is the nature of your help request?   What is going on / what is involved ?

and did you use the portal to first create your ticket, or,  was it all purely sent in via email ?

We here on the forum can help if what is involved is program install / re-install / or about how to run the program.

If it is one of the latter,  please attach the mbst-grab-results.zip  by running the Support tool > gather logs as per the first "how to use the Advanced Options"  in the hidden spot of the first reply above.  ( you may have done that already, in which case you only need to attach the ZIP report from your pc.)

Sincerely.

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