dantehg Posted September 3, 2020 ID:1405489 Share Posted September 3, 2020 Hi, not sure this is the right forum but I'm getting no answer via email. I have Malwarebytes Premium installed on 3 devices. I acquired it on Apr 3rd, 2020 for 1 year and even Renewal date shows Apr 4th, 2021, but now it got deactivated on all 3 devices saying my subscription has expired! I even deactived/activated license, it still says it has expired. I have the screenshots, but I don't know if it's good to attach specific license information on this forum. Please help on this as my devices are currently unprotected. Just let me know and I can provide any necessary information. Thanks Link to post Share on other sites More sharing options...
dantehg Posted September 3, 2020 Author ID:1405491 Share Posted September 3, 2020 Hi, not sure this is the right forum but I'm getting no answer via email. I have Malwarebytes Premium installed on 3 devices. I acquired it on Apr 3rd, 2020 for 1 year and even Renewal date shows Apr 4th, 2021, but now it got deactivated on all 3 devices saying my subscription has expired! I even deactived/activated license, it still says it has expired. I have the screenshots, but I don't know if it's good to attach specific license information on this forum. Please help on this as my devices are currently unprotected, or lead me to the correct channel to get this fixed. Just let me know and I can provide any necessary information. Thanks Link to post Share on other sites More sharing options...
Maurice Naggar Posted September 3, 2020 ID:1405494 Share Posted September 3, 2020 Hi You had had 2 separate topics for the same issue. They have been merged here. Please just be sure that you do not write the license KEY (s) of your license here on this forum, since it is public. Tell me, when did you last look on the Malwarebytes MyAccount web portal to see what it says about your license ? Link to post Share on other sites More sharing options...
exile360 Posted September 3, 2020 ID:1405495 Share Posted September 3, 2020 Greetings, I'm sorry you're experiencing this issue, however unfortunately most of us on the forums here have no access to the licensing system so the helpdesk/email is the best method (which you've already done), however there has been a longer than normal wait time due to a higher than usual number of support tickets, but we will do our best to expedite the issue. To begin, please provide the ticket number of the support ticket you created by emailing Support (it should be included in the automated email reply you received after creating the support ticket) and we can request that someone check on the status of your ticket. Also, as mentioned by Maurice above, it would be a good idea to check the status of your license on My.Malwarebytes.com (the My Account portal). If you haven't signed up for it yet, please do so according to the instructions found in this support article. Once logged in it should show your current subscription/license status as well as allowing you to deactivate/reset your licenses for any and all devices, though it might not resolve the issue with the subscription status/renewal date so a member of Support may still need to assist. Please let us know the support ticket number and we can go from there. Thanks Link to post Share on other sites More sharing options...
Maurice Naggar Posted September 3, 2020 ID:1405498 Share Posted September 3, 2020 Just some added notes. The front page to the MyAccount web portal is https://my.malwarebytes.com/en/login You sign in with the same Email address as you used when first buying the subscription. If you forgot the password or have never set it before, then click on "forgot password". That web portal allows you to see the current status of your license and how many activations there are currently. Also see https://support.malwarebytes.com/hc/en-us/articles/360039023733-Manage-your-subscriptions-in-My-Account Link to post Share on other sites More sharing options...
dantehg Posted September 3, 2020 Author ID:1405548 Share Posted September 3, 2020 Thanks for prompt response Maurice, exile360. I just entered to my account, it's odd because not only trying to deactivate/activate license says it has expired, but also, I purchased license for 3 devices while license status says I just got 2 (and all 3 were working fine until last monday). Please find below the support ticket number I received: 3174349 Also, maybe it's useful the purchase order reference number (raised on Apr 3rd this year): 117796925 Which is also shown in the attached image. I masked out the license, unless you tell me it's ok to provide it. Thanks in advance. Link to post Share on other sites More sharing options...
exile360 Posted September 3, 2020 ID:1405553 Share Posted September 3, 2020 It shows 0 of 2 devices available, indicating that it is a 2 device license, so if it was actually a 3 device license then Support will need to correct that for you as well which they should be able to do once they get to your ticket and are able to look up your subscription/purchase info etc. Link to post Share on other sites More sharing options...
dantehg Posted September 4, 2020 Author ID:1405578 Share Posted September 4, 2020 That's right. I already included in the ticket the purchase order confirmation for 3 devices. Ok, thank you exile360. At least now I know there's someone aware of my problem. I'll then be patient and wait for Support to attend my ticket. Link to post Share on other sites More sharing options...
Maurice Naggar Posted September 4, 2020 ID:1405579 Share Posted September 4, 2020 Added notes: Dantehg: If you click on the down chevron ( when you go back to the MyAccount portal) you can see whih two devices are identified as having been activated with the License-key. My that I mean document that for your own benefit. IF it is only the program on your machine that says "expired" then it sounds like a issue with the installation of the program itself on the machine. Since the MyAccount database itself shows the license itself is still valid to April 4, 2021. Link to post Share on other sites More sharing options...
AlexSmith Posted September 4, 2020 ID:1405768 Share Posted September 4, 2020 @dantehg I apologize for the extreme delay. This is not normal. I have reached out to support to get your ticket escalated. Link to post Share on other sites More sharing options...
Solution AlexSmith Posted September 4, 2020 Solution ID:1405782 Share Posted September 4, 2020 @dantehg just posting a quick follow up that you should have a completed follow up from support now. Again, sorry for the delay. Link to post Share on other sites More sharing options...
exile360 Posted September 4, 2020 ID:1405790 Share Posted September 4, 2020 Thank you for escalating the issue, Alex. I'm glad the issue is on its way to being resolved. Link to post Share on other sites More sharing options...
dantehg Posted September 10, 2020 Author ID:1406873 Share Posted September 10, 2020 Thank you all, yes indeed, I already received refund notice. Just waiting for it to complete. I'll let you know if I find any issues with refund. Thanks again. Link to post Share on other sites More sharing options...
exile360 Posted September 10, 2020 ID:1406880 Share Posted September 10, 2020 That's great to hear, thank you for the status update. If you run into any further trouble please let us know. Thanks Link to post Share on other sites More sharing options...
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