Ranker Posted October 29, 2020 ID:1417145 Share Posted October 29, 2020 I've purchased 5 licenses for my family with the 40% off sale going on right now. A few hours later, still no email with the licenses for me to activate my program. I've verified that my credit card was authorized and there is nothing in my spam folder. Link to post Share on other sites More sharing options...
Staff Malwarebytes Posted October 29, 2020 Staff ID:1417146 Share Posted October 29, 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...
Porthos Posted October 29, 2020 ID:1417147 Share Posted October 29, 2020 Just now, Ranker said: I've purchased 5 licenses for my family with the 40% off sale going on right now. A few hours later, still no email with the licenses for me to activate my program. I've verified that my credit card was authorized and there is nothing in my spam folder. Find my Malwarebytes license key My Account allows you to view and manage subscriptions. To create a login, see Create My Account profile. Locate your license key with one of the following options: Option 1 - Log in to My Account Log in to your account. Enter your Email and Password. Click SIGN IN. The Subscriptions tab lists your Malwarebytes subscriptions and license keys. Option 2 - Locate your order confirmation email Search for the confirmation email sent to your email address from no-reply@cleverbridge.com or no-reply@mail.malwarebytes.com. If the confirmation email is not located in your inbox, check your spam/junk folder. Additional information If you can't log in to your account or find your confirmation email, submit a support ticket for assistance. If you did not buy your license from the Malwarebytes store, request your license key from the merchant that processed your purchase. Link to post Share on other sites More sharing options...
Ranker Posted October 29, 2020 Author ID:1417154 Share Posted October 29, 2020 No licenses are listed under subscriptions. I did not receive an email from other address nor does my spam folder contain any such emails. I've submitted a support ticket. Link to post Share on other sites More sharing options...
Porthos Posted October 29, 2020 ID:1417155 Share Posted October 29, 2020 Just now, Ranker said: I've submitted a support ticket. Please post the ticket number and I will ask someone to look into it. Link to post Share on other sites More sharing options...
Ranker Posted October 29, 2020 Author ID:1417156 Share Posted October 29, 2020 Just now, Porthos said: Please post the ticket number and I will ask someone to look into it. Thanks Porthos My ticket number is 3248222 Link to post Share on other sites More sharing options...
Porthos Posted October 29, 2020 ID:1417160 Share Posted October 29, 2020 @AdvancedSetup Could you look in to this ticket. 3248222 Link to post Share on other sites More sharing options...
Maurice Naggar Posted October 29, 2020 ID:1417217 Share Posted October 29, 2020 Hi Ranker. There is no mention of "from where / whom/ what site" the purchase was made. That may shed some light. Also, if just one character of your Email address was mis-typed or left out that would explain not getting a confirmation email. One other thing, if you can look up the recent charge transaction at your bank online .....look to see the the abbreviation & name of the biller. That would provide the biller identity so that then you can do your own follow-up. Let me know that part. ( just do not mention your email here ). Link to post Share on other sites More sharing options...
Ranker Posted October 29, 2020 Author ID:1417235 Share Posted October 29, 2020 1 hour ago, Maurice Naggar said: Hi Ranker. There is no mention of "from where / whom/ what site" the purchase was made. That may shed some light. Also, if just one character of your Email address was mis-typed or left out that would explain not getting a confirmation email. One other thing, if you can look up the recent charge transaction at your bank online .....look to see the the abbreviation & name of the biller. That would provide the biller identity so that then you can do your own follow-up. Let me know that part. ( just do not mention your email here ). I made the purchase through the link provided within the email blast for the sale. It took me to: https://estore.malwarebytes.com/order/checkout.php (I left off the identifier string) The charge was made by 2CO.COM. Link to post Share on other sites More sharing options...
Porthos Posted October 29, 2020 ID:1417239 Share Posted October 29, 2020 (edited) 3 minutes ago, Ranker said: The charge was made by 2CO.COM. While you are waiting for support from Malwarebytes, You might want to contact 2co here https://www.2co.com/ Edited October 29, 2020 by Porthos Link to post Share on other sites More sharing options...
Maurice Naggar Posted October 29, 2020 ID:1417268 Share Posted October 29, 2020 What ^^^^ he said. ditto. 2CO is 2Checkout. They are 1 of 2 payment processors used by Malwarebytes. Contact them, give them your name, last 4 of the credit card number, date of purchase, etc and they can find your information. Link to post Share on other sites More sharing options...
Solution Ranker Posted October 30, 2020 Author Solution ID:1417354 Share Posted October 30, 2020 9 hours ago, Porthos said: While you are waiting for support from Malwarebytes, You might want to contact 2co here https://www.2co.com/ 7 hours ago, Maurice Naggar said: What ^^^^ he said. ditto. 2CO is 2Checkout. They are 1 of 2 payment processors used by Malwarebytes. Contact them, give them your name, last 4 of the credit card number, date of purchase, etc and they can find your information. Worked with them and got the order approved. Looks like it was indefinitely held up by them until I contacted them. Thanks to you both for your assistance! 1 Link to post Share on other sites More sharing options...
Porthos Posted October 30, 2020 ID:1417355 Share Posted October 30, 2020 2 minutes ago, Ranker said: Worked with them and got the order approved. Looks like it was indefinitely held up by them until I contacted them. Thanks to you both for your assistance! Glad you got it sorted. Link to post Share on other sites More sharing options...
Maurice Naggar Posted October 30, 2020 ID:1417453 Share Posted October 30, 2020 Bravo @Ranker Link to post Share on other sites More sharing options...
Maurice Naggar Posted October 30, 2020 ID:1417465 Share Posted October 30, 2020 @Ranker One last suggestion, regarding your Support ticket. If it is still open, be sure you make one reply and let Support know that your issue is taken care of. All the best. Link to post Share on other sites More sharing options...
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