rozeb006 Posted October 18, 2020 ID:1414954 Share Posted October 18, 2020 (edited) Dear forum, I have send a lot of email's to the support section, but they won't help me.. Every time time I get a message: it is busy, do you still need help??? Of course I need help. I have Malware byte from the beginning and I had never problems with it, until now. I see every day the message: You have to change the Payment Type, we can not renew your License. My license is valid until Oktober 15 of 2021. On Oktober 16, I paid the renewel by means of Ideal of the ABN/AMRO bank. After the every coming message's I changed my Payment to Auto Renewal By Pay Pal )n oktober 15 2021. Please see also my attachment's Please can you help me to renew my new License ID and Key Thanks in Advance, Kind Regards, Frits from Holland. Edited October 18, 2020 by AdvancedSetup removed PII Link to post Share on other sites More sharing options...
Staff Malwarebytes Posted October 18, 2020 Staff ID:1414955 Share Posted October 18, 2020 ***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 Download Malwarebytes Support Tool 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. Place a checkmark next to Accept License Agreement and click Next Navigate to the Advanced tab 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. To provide logs for review click the Gather Logs button Upon completion, click OK A file named mbst-grab-results.zip will be saved to your Desktop Please attach the file in your next reply. To uninstall all Malwarebytes Products, click the Clean button. Click the Yes button to proceed. Save all your work and click OK when you are ready to reboot. After the reboot, you will have the option to re-install the latest version of Malwarebytes for Windows. Select Yes to install Malwarebytes. Malwarebytes for Windows will open once the installation completes successfully. Screenshots: Spoiler Spoiler 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 More sharing options...
rozeb006 Posted October 18, 2020 Author ID:1414957 Share Posted October 18, 2020 I have done evething and also uploaded the log file several times to support, but no response. The only thing I want, is : that the renew my License. Greeting Frits Link to post Share on other sites More sharing options...
SPDIF Posted October 18, 2020 ID:1414958 Share Posted October 18, 2020 Support is working to fix all problems as as they can. It can take 5-7 working days before you get an answer. Please be patient, and do not make any other ticket, as it can take longer then to help you. And please remove your SCREENSHOTS with the license visible!! Everyone now can read it and use it! Then you have the risk of your licenses being Blacklisted! Link to post Share on other sites More sharing options...
Root Admin AdvancedSetup Posted October 18, 2020 Root Admin ID:1414979 Share Posted October 18, 2020 Hello @rozeb006 I have located your ticket and will ask Support to assist as soon as possible. It may still be Monday or Tuesday before someone can assist you but I'll try. Your ticket number is: 3232657 Thank you for your patience while we work to correct the issue. I have also removed your personally identifiable information from the post. Please never post personal information or license information in public as that can lead to an account compromise. Thank you Link to post Share on other sites More sharing options...
Root Admin AdvancedSetup Posted October 25, 2020 Root Admin ID:1416399 Share Posted October 25, 2020 This issue has now been resolved and the license issue corrected. I will go ahead and close this topic now Link to post Share on other sites More sharing options...
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