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Billing issue, unresponsive support


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Gentlepeople,

On August 15, the MWB app on my computer told me that you were unable to process my payment because of incorrect payment info.  I checked the info and it was correct, so I checked my credit card statement on line.  The payment was charged to my card on the same date, August 15.  I came back to my MWB account on here, and it shows that the CVV code was missing, so I re-entered it.  I also created Support TIcket #3153770.  I received an automated reply that the ticket had been created, then about 5 hours later, I received another automated response saying that due to the high number of tickets, my support request might be delayed.  After 6 days, I finally received an e-mail on August 21 from Support asking me if my issue had been resolved, and I replied that it had had not, and gave the details of the problem again, including a screenshot of the payment from my CC statement.  It is now August 25, ten days after the payment was charged to my card, and I have yet to receive any further response.  The application still tells me that my information needs to be updated (it does not) and that my subscription has expired but has been extended temporarily.  I have again attached a screenshot of the payment being charged to my card (identifying information redacted, of course).  Why has my payment not been applied to my account, and when will that happen?

Thank you.

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

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Thanks in advance for your patience.

-The Malwarebytes Forum Team

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Greetings,

I'm sorry you're encountering issues with your license, however I will ask that a member of the staff checks on your ticket to get the current status and to expedite it.

In the meantime, I'd suggest signing up for an account at My.Malwarebytes.com by following the instructions in this support article if you haven't done so already, and while I'm not sure it would help, you might also check the information in this support article as well as this support article to see if either of those is helpful.

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4 hours ago, exile360 said:

Greetings,

I'm sorry you're encountering issues with your license, however I will ask that a member of the staff checks on your ticket to get the current status and to expedite it.

In the meantime, I'd suggest signing up for an account at My.Malwarebytes.com by following the instructions in this support article if you haven't done so already, and while I'm not sure it would help, you might also check the information in this support article as well as this support article to see if either of those is helpful.

I mean no disrespect, but please don't try to fob me off with patently ridiculous suggestions.  1) I couldn't have posted in this forum if I didn't already have an account, I already noted in my first post that I had updated the payment information that was supposedly missing, and 3), I received the e-mails to tell me that my ticket had been received, so none of what you suggested above applies.  My MWB dashboard on my computer still says that my payment needs to be updated (it doesn't...I checked again this morning for the 5th time).  Now that I at least have your attention, I will wait with somewhat patiently for a few more days for an answer.

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2 hours ago, Tgraf66 said:

I couldn't have posted in this forum if I didn't already have an account...

Actually, the forums are completely separate from the My.Malwarebytes.com license management system; if you have not manually created an account there as explained in the first support article I linked to, then you have no account there.  I was not sure where you were referring to with regards to updating your payment info, so I wanted to make certain that you had already tried it just in case.

Edited by exile360
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For whomever does reach out to me at whatever point, your website now shows the payment has been applied and the subscription has been updated.  However, the application on my computer still shows that it is "expired, temporarily extended" and still asks me to update my payment info.

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