davidkent Posted September 8, 2020 ID:1406340 Share Posted September 8, 2020 I received the following email from MWB last week: "Hi David, Your Malwarebytes Premium order, Reference # 81973256, is set to automatically renew itself on 10/05/2020, for 59.99 GBP using the credit card ending in *** we have on file for you." I replied to this saying: "Thanks. I see from your website the prices are: "1 device: £29.99 5 devices: £69.99" At the moment I have Malwarebytes on two PC's. Can I pay the £10 extra (i.e., £69.99) and have it on more PCs (but not exceeding five)?" I've not had any reply yet, so can anyone help me with this question please? I'm wondering why £59.99, the amount I'm due to pay, is not mentioned in the pricing on https://www.malwarebytes.com/pricing/ ? Thanks David Link to post Share on other sites More sharing options...
exile360 Posted September 8, 2020 ID:1406346 Share Posted September 8, 2020 Greetings, Currently responses from Support may take several days, but they will be able to help you to get the correct pricing to protect your devices. I'm not sure if they receive emails through the subscription notification system, so you should contact them via the form on this page unless the email indicated that you could respond for assistance. While you await a response from Support, I would recommend signing up for an account at My.Malwarebytes.com as detailed in this support article. Once that is done you will be able to monitor and manage your subscriptions, licenses and devices from a single website in case you ever need to move a license from one machine to another or deactivate or reset your license to reactivate the software after a fresh Windows install. You can also manage your payment information, change your email address and look up your license keys should you need them to reactivate the software. Unfortunately, we don't have direct access to the licensing system here on the forums, so Support will have to assist you with changing your subscription. Link to post Share on other sites More sharing options...
davidkent Posted September 8, 2020 Author ID:1406366 Share Posted September 8, 2020 Thanks. I hope the Support will reply because, to me, it looks like it will be best to end my current subscription and then take out a new one for £69.99 so I can have MWB on up to five machines. This seems very untidy. Link to post Share on other sites More sharing options...
exile360 Posted September 8, 2020 ID:1406500 Share Posted September 8, 2020 Yes, that's most likely what they will end up doing, just swapping out your current subscription for the 5 device version. Link to post Share on other sites More sharing options...
davidkent Posted September 10, 2020 Author ID:1406833 Share Posted September 10, 2020 I've now emailed, yet again, marking it for the attention of the manager, asking for my sub. to be swapped to the £69.99 5-device one on renewal next month. Hopefully someone will reply. Otherwise, I'll most likely cancel. I emailed support@mail.malwarebytes.com - is there a better address to write??? Thanks. Link to post Share on other sites More sharing options...
exile360 Posted September 10, 2020 ID:1406834 Share Posted September 10, 2020 Support has been very busy with a higher volume of support requests than normal which is why it is taking longer than usual, however if you provide the ticket number from your support request I can ask a member of the staff to try and expedite it for you if possible. Link to post Share on other sites More sharing options...
Porthos Posted September 10, 2020 ID:1406837 Share Posted September 10, 2020 10 minutes ago, davidkent said: I emailed support@mail.malwarebytes.com - is there a better address to write??? Please go to this link https://support.malwarebytes.com/hc/en-us/requests/new?ticket_form_id=360002090753 Provide the detail and submit the ticket. Please double check that you supply a valid / properly spelled & correct Email ( hopefully the same one you used at the time or original purchase). Please have patience. Support stays busy. And it will take 5 to 7 business days for them to handle the ticket. They go by order of creation of the original ticket. Link to post Share on other sites More sharing options...
davidkent Posted September 10, 2020 Author ID:1406848 Share Posted September 10, 2020 The support ticket to my further (repeat) request sent today is "Malwarebytes Support Ticket 3187962" I would point out I emailed my original request a week ago and I didn't even receive an acknowledgement to this. My request was: "All I want is for my subscription to be swapped over to the £69.99 5-device one. Will you please confirm this will be done on 5 October 2020 please...." Link to post Share on other sites More sharing options...
Porthos Posted September 10, 2020 ID:1406849 Share Posted September 10, 2020 7 minutes ago, davidkent said: The support ticket to my further (repeat) request sent today is "Malwarebytes Support Ticket 3187962" It can take 5-7 business days. This does not include weekends. Do not make any further tickets. Wait for this ticket response. Link to post Share on other sites More sharing options...
Porthos Posted September 10, 2020 ID:1406851 Share Posted September 10, 2020 9 minutes ago, davidkent said: I would point out I emailed my original request a week ago and I didn't even receive an acknowledgement to this. All consumer contact is done with the support tickets not directly to any email address. Link to post Share on other sites More sharing options...
davidkent Posted September 11, 2020 Author ID:1407007 Share Posted September 11, 2020 Just received this: "Due to high ticket volume, our response to your ticket may be delayed. For fastest results, check our Malwarebytes Support site where you can find answers to common inquiries. You can resolve many billing related issues by logging into My Account. If you do not have a My Account login, refer to Create your My Account profile article for instructions." This is becoming silly. I can see myself cancelling. All I want is to amend the subscription. Link to post Share on other sites More sharing options...
Porthos Posted September 11, 2020 ID:1407012 Share Posted September 11, 2020 43 minutes ago, davidkent said: Just received this: "Due to high ticket volume, our response to your ticket may be delayed. I am sorry you are having issues. I had already mentioned the below. 16 hours ago, Porthos said: It can take 5-7 business days. This does not include weekends. 16 hours ago, davidkent said: The support ticket to my further (repeat) request sent today is "Malwarebytes Support Ticket 3187962" That was 16 hours before this current post. We just came off a 3 day holiday weekend and the help desk is trying to catch up. I am sure you will be taken care of. Tickets are worked first in first out. Please, Do not send any more tickets. Each new one adds to the delay. @AdvancedSetupFYI Link to post Share on other sites More sharing options...
Root Admin AdvancedSetup Posted September 11, 2020 Root Admin ID:1407015 Share Posted September 11, 2020 Thank you @davidkentI have sent a request to see if one of the Support Agents can assist you sooner. Sorry for the delay Cheers Link to post Share on other sites More sharing options...
Solution davidkent Posted September 13, 2020 Author Solution ID:1407382 Share Posted September 13, 2020 Just to conclude. Firstly, thanks for the help here. I renewed my sub. (prematurely), for 3 devices, for 2 years - and for a very good price. The (new) MWB code has been changed on two PCs and that all went straightforwardly. Thanks again, David 1 Link to post Share on other sites More sharing options...
Root Admin AdvancedSetup Posted September 13, 2020 Root Admin ID:1407413 Share Posted September 13, 2020 Excellent, thank you for the update @davidkent and glad they were able to assist you. Take care and have a great week Link to post Share on other sites More sharing options...
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