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Renawal Subscription question


Go to solution Solved by davidkent,

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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

 

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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.

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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.

 

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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.

 

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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.

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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.

 

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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...."
 

 

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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.

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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.

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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.

 

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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

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  • Solution

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

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