Jump to content

Unable to update my credit card info....and no response to submitted ticket


Recommended Posts

  • 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:

Spoiler
  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.
    • Clean: Performs an automated uninstallation of all Malwarebytes products installed to the computer and prompts to install the latest version of Malwarebytes for Windows afterwards. The Premium license key is backed up and reinstated. All user configurations and other data are removed. This process requires a reboot.
    •  Repair System: Includes various system-related repairs in case a Windows service is not functioning correctly that Malwarebytes for Windows is dependent on. It is not recommended to use any Repair System options unless instructed by a Malwarebytes Support agent.
    • Anonymously help the community by providing usage and threat statistics: Unchecking this option will prevent Malwarebytes Support Tool from sending anonymous telemetry data on usage of the program.
  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.
  11. Click the Yes button to proceed. 
  12. Save all your work and click OK when you are ready to reboot.
  13. After the reboot, you will have the option to re-install the latest version of Malwarebytes for Windows.
  14. Select Yes to install Malwarebytes.
  15. Malwarebytes for Windows will open once the installation completes successfully.

Screenshots:

Spoiler
 
 
 
 
Spoiler

 

 

01.png

02.png

03.png

04.png

05.png

06.png

 

 

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

Spoiler

For any of these issues:

  • Renewals
  • Refunds (including double billing)
  • Cancellations
  • Update Billing Info
  • Multiple Transactions
  • Consumer Purchases
  • 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

Link to post
Share on other sites

I have already completed the steps the "bot" suggested.....

Have been a subscriber of Malwarebytes for over 4 years ....

Can not renew my subscription and have already lost protection for my android device ...... suspect my desktop will be next to expire.

Would really appreciate some HUMAN interaction from Malwarebytes Staff.

Link to post
Share on other sites

1 hour ago, airwavvv said:

Can not update my credit card info and no response to my service ticket other then automated

What exact day did you create the ticket. It can take 5-7 Business days for response currently, weekends are not included.

Edited by Porthos
Link to post
Share on other sites

System keeps asking for me to update cc info for past week or more ......then says it recorded the info i provided......but never draws from the cc. Over and over this happend. On 8-26-20 i submitted a ticket.

5-7 days is a bad response time when dealing with computer protection software ...... I have already lost protection on one device.

Thanks for your post Porthos, appreciate it .... but please ask the hackers not to attack me in the next 5-7 days.....

Link to post
Share on other sites

You've likely already tried this, however just in case I thought I'd post it anyway.  Please see if the instructions in this support article are helpful at all (if you haven't tried changing your payment info from the website rather than within the UI of the app itself) as that may work, otherwise Support will be able to assist you as soon as they are available.  Info on signing up for My.Malwarebytes.com to manage your account can be found in this support article if needed.

Good luck, and I hope the issue is soon resolved.

Link to post
Share on other sites

  • Administrators

@airwavvv I apologize for the delay you have encountered with our support team and the lapse in protection the delay has led to. Please check the email I sent you which should help you update your payment info.

Edited by AlexSmith
Link to post
Share on other sites

An update to the people and friends @Malwarebytes who protect me from the sometimes evil internet. During the time i was sleeping, in the middle of the night, several support staff resolved my issue. The billing computer system may have dropped the ball but support staff didn't. Thanks for all your time and assistance, also for the #1 Malware fighter on Earth.

Link to post
Share on other sites

That's excellent news, thank you for updating us on the status of the problem.  I'm glad Support was able to get the issue fixed, and hopefully whatever is going on with the servers will not impact many users, but if it does, I am certain Malwarebytes' staff will do their best to quickly resolve the issue.

Link to post
Share on other sites

Create an account or sign in to comment

You need to be a member in order to leave a comment

Create an account

Sign up for a new account in our community. It's easy!

Register a new account

Sign in

Already have an account? Sign in here.

Sign In Now
 Share

  • Recently Browsing   0 members

    • No registered users viewing this page.
Back to top
×
×
  • Create New...

Important Information

This site uses cookies - We have placed cookies on your device to help make this website better. You can adjust your cookie settings, otherwise we'll assume you're okay to continue.