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For the last couple of weeks I have been getting a message saying I need to update my payment info. Each day I would go in and reset it to PayPal and it would accept it.  Yesterday switch it to expired.  I have three active subscriptions so I switch my desktop to one of the other ones.  However, when I tried to check my account it tells me I have the wrong password.  My password is memorized by each of the three browsers I use.  Used the forgotten password option but I have received no email response.  I only have two attempts left before my account is locked. How can I fix this and get back into my account?

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  • Staff

***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
  1. Download Malwarebytes Support Tool
  2. 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.
  3. Place a checkmark next to Accept License Agreement and click Next
  4. Navigate to the Advanced tab
  5. 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.
  6. To provide logs for review click the Gather Logs button
  7. Upon completion, click OK
  8. A file named mbst-grab-results.zip will be saved to your Desktop
  9. Please attach the file in your next reply.
  10. To uninstall all Malwarebytes Products, click the Clean button.
  11. Click the Yes button to proceed. 
  12. Save all your work and click OK when you are ready to reboot.
  13. After the reboot, you will have the option to re-install the latest version of Malwarebytes for Windows.
  14. Select Yes to install Malwarebytes.
  15. Malwarebytes for Windows will open once the installation completes successfully.

Screenshots:

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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

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  • Staff

Greetings,

Please contact Malwarebytes Support directly via the form on this page if you haven't done so already and they will be able to assist you with accessing your account and restoring your license key state.  Please keep in mind that it may take a week to receive a response as the support queue has been very busy lately, but please do not create additional support tickets after creating the first one for this issue so that it does not send you to the back of the queue.

In the meantime, I would suggest using the free 14-day trial of Malwarebytes, assuming you haven't already used it on your current system(s) so that you still have protection from threats.  I would also recommend installing Malwarebytes Browser Guard if you haven't done so already.

It would also be wise to start using a password manager rather than having your browser remember them just in case of any sort of infection, exploit or attack which might result in anyone else having access to your passwords and login info that shouldn't.  Additional advice on keeping safe online may be found in this topic.  I would recommend reading and working through it gradually as you have time as it is a lot of info to digest at once.

If there is anything else we might be of assistance with please let us know.

Thanks

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