mitch4949 Posted September 29, 2020 ID:1410601 Share Posted September 29, 2020 I've been using Malwarebytes for about 3 years. I have an account good for 3 devices, and I'm currently using 3 devices. I would like to add a 4th device. I realize that this will cost more money. -There are 3 devices shown in the "manage devices" section of my account, but one of them doesn't match up with the machine name it should have. -There is supposed to be an "add new device" link in this section, but it's not there. The account seems fixed on the 3-device option. -I opened a ticket with Support 3 days ago to ask how to add a new device, and I got confirmation on the ticket, but no response. -Yesterday I received an email asking my opinion of the Support I got...except I didn't get any support! How can I get through to Support and figure out how to add another device? Thanks very much. Link to post Share on other sites More sharing options...
Porthos Posted September 29, 2020 ID:1410602 Share Posted September 29, 2020 2 minutes ago, mitch4949 said: I opened a ticket with Support 3 days ago to ask how to add a new device, and I got confirmation on the ticket, but no response. -Yesterday I received an email asking my opinion of the Support I got...except I didn't get any support! Please respond to the email from support and explain again in detail your needs. The help desk is the only ones that can assist with these issues. Link to post Share on other sites More sharing options...
mitch4949 Posted September 29, 2020 Author ID:1410603 Share Posted September 29, 2020 Thanks, will try that. Sorry for posting this in the wrong section...I'm new! Link to post Share on other sites More sharing options...
Porthos Posted September 29, 2020 ID:1410604 Share Posted September 29, 2020 5 minutes ago, mitch4949 said: Thanks, will try that. Sorry for posting this in the wrong section...I'm new! No problem. The topic will be moved to the correct place soon. Please bear with us, Sometimes it takes several days to deal with license issues. I will keep an eye on your issue and and have the proper staff escalate if needed. Link to post Share on other sites More sharing options...
mitch4949 Posted October 1, 2020 Author ID:1411200 Share Posted October 1, 2020 Followed your advice but no response from Support. Is this unusual? Mitch Link to post Share on other sites More sharing options...
Porthos Posted October 1, 2020 ID:1411203 Share Posted October 1, 2020 (edited) 4 minutes ago, mitch4949 said: Followed your advice but no response from Support. Is this unusual? Mitch Long wait times are not unusual currently. What is the ticket number and I will ask someone to check up on it. Edited October 1, 2020 by Porthos Link to post Share on other sites More sharing options...
mitch4949 Posted October 1, 2020 Author ID:1411205 Share Posted October 1, 2020 At this point, I have opened up several tickets. The first one was 3209230. I then opened 3209238, thinking I could explain it better. Mitch Link to post Share on other sites More sharing options...
mitch4949 Posted October 1, 2020 Author ID:1411206 Share Posted October 1, 2020 The best explanation for the problem is right here at the top of this Forum entry. Link to post Share on other sites More sharing options...
Porthos Posted October 1, 2020 ID:1411207 Share Posted October 1, 2020 8 minutes ago, mitch4949 said: I have opened up several tickets. Each time you open a new ticket, the "timer" resets and you fall farther back in the wait list. On 9/29/2020 at 8:52 AM, mitch4949 said: Yesterday I received an email asking my opinion of the Support I got...except I didn't get any support! You should of just replied to that email. Still I will have someone look into it. @AdvancedSetup Link to post Share on other sites More sharing options...
mitch4949 Posted October 1, 2020 Author ID:1411211 Share Posted October 1, 2020 Thanks. But I took your advice and replied to the email...no further response. Something's going on here. I want to buy an extra account. Link to post Share on other sites More sharing options...
exile360 Posted October 1, 2020 ID:1411215 Share Posted October 1, 2020 I'm not sure what the problem with the account management system, but I assume you've already tried the instructions in this support article and the function to add a device to your subscription was missing, is that correct? Please let me know as I'd like to bring it to the attention of the team in charge of the site to hopefully find the issue and get it resolved. In the meantime, a member of Support should be able to assist you in doing so manually once you get a response to your support ticket (as Porthos mentioned above, they have quite a long queue at the moment so getting a response from them can take several days unfortunately, though AdvancedSetup will attempt to escalate the issue as Porthos requested above). Link to post Share on other sites More sharing options...
mitch4949 Posted October 1, 2020 Author ID:1411223 Share Posted October 1, 2020 I did follow the instructions and it also noted that if the “add more devices” link does not appear, open a ticket with Support. Further in my ticket I noted that one of the existing devices has a name I don’t recognize. It’s possible that I changed the machine name after installing Malwarebytes but I’m not sure anymore. Thanks. Link to post Share on other sites More sharing options...
exile360 Posted October 1, 2020 ID:1411229 Share Posted October 1, 2020 Thank you for the confirmation. If you aren't positive about the device name you can either check the device itself if you have access to it, or try deactivating it on the site to see if it displays a different name once it checks in to automatically reactivate. Link to post Share on other sites More sharing options...
exile360 Posted October 1, 2020 ID:1411230 Share Posted October 1, 2020 By the way, just for anyone curious who might come across this thread, the option to buy more for adding a device is described below, and it also indicates that there is indeed a possibility that it might not appear and that a support ticket will need to be created to do so if it does not: Quote To purchase additional devices in My Account: Log in to My Account. Click the Subscriptions tab. For the subscription you want to add devices, click the Buy More button below Available devices. In the left side of the page, click the plus (+) or minus (-) button to adjust the amount of additional devices you want to add. The ORDER SUMMARY shows the price adjustments you are making. Click CONTINUE TO CART. In the Details page, verify your information. Click PLACE ORDER. If you don't see the Buy More button and want to buy more devices, submit a support ticket for assistance. Link to post Share on other sites More sharing options...
Root Admin AdvancedSetup Posted October 1, 2020 Root Admin ID:1411294 Share Posted October 1, 2020 Hello @mitch4949 I'm very sorry for the time it's taken but I've reached out to Support and asked if someone can try to assist you today if possible. Thank you and again, sorry for the delay Link to post Share on other sites More sharing options...
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