Jump to content

Support didn't receive my ticket or long waiting time?


Recommended Posts

  • 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:

Spoiler
 
 
 
 
Spoiler

 

 

01.png

02.png

03.png

04.png

05.png

06.png

 

 

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

4 minutes ago, Drygon said:

So far no response, no estimated waiting time, nothing.

Did you get the auto generated ticket number? You should have received that already.

 

5 minutes ago, Drygon said:

I submited a ticket 4 days ago at 1:28 PM

 

5 minutes ago, Drygon said:

Is it normal to take that long?

After the automated ticket number response, It can take 7+ weekdays not including Holidays which it is thanksgiving week here in the US.

Link to post
Share on other sites

3 minutes ago, Porthos said:

Did you get the auto generated ticket number? You should have received that already.

 

 

After the automated ticket number response, It can take 7+ weekdays not including Holidays which it is thanksgiving week here in the US.

 

Yes, I did receive the number, and an email telling me to respond if I need an agent to pick up the ticket, which I did.

As long as it will be actioned and resolved I have no problem waiting, it is just that, this is my first time encountering this kind of waiting times, and it seemed strange that there is no contact center.

Thank you for your quick advice.

Link to post
Share on other sites

1 minute ago, Drygon said:

and it seemed strange that there is no contact center.

For consumer accounts/software The only contact is the help desk by email and the forums.

Unfourtantly, the help desk are the only ones the can address license issues and refunds.

Just out of curiosity as a long time user, What happened that a refund is needed?

 

Link to post
Share on other sites

1 hour ago, Porthos said:

For consumer accounts/software The only contact is the help desk by email and the forums.

Unfourtantly, the help desk are the only ones the can address license issues and refunds.

Just out of curiosity as a long time user, What happened that a refund is needed?

 

I saw the black friday discount and it was 240 RON with 50% discount. I opened another tab to compare the prices.

When I confirmed the transaction (Was displayed 240 RON) it refreshed and the invoice diplayed 360 (only 25% discount).

Now I want 25% refund or, if not possible, a whole refund.

I belive it was an error but it is strange that the page did not reset itself when there was a change in the backround (so it displays the sum that I will be charged before I am charged).

If it was not an error then it is even worse and I want a full refund and the cancelation of the service.

Link to post
Share on other sites

Drygon,  If your subscription is either thru the Apple App Store or the Google Play store, speak up, since either of those needs to go thru appropriate venue for refund.

Otherwise, stick with the Support ticket.  The first automated email reply means your case is in the queue.  Support handles in the order of oldest un-replied ticket.  This past Thursday was a holiday in US so the staffing would be reduced, as is also likely for this Friday after that.  In addition to all that, the pandemic has likely affected support team.   There is mention of delay at top of the Support portal.

In any event, be assured that Support will take care of your request.

Link to post
Share on other sites

4 hours ago, Maurice Naggar said:

Drygon,  If your subscription is either thru the Apple App Store or the Google Play store, speak up, since either of those needs to go thru appropriate venue for refund.

Otherwise, stick with the Support ticket.  The first automated email reply means your case is in the queue.  Support handles in the order of oldest un-replied ticket.  This past Thursday was a holiday in US so the staffing would be reduced, as is also likely for this Friday after that.  In addition to all that, the pandemic has likely affected support team.   There is mention of delay at top of the Support portal.

In any event, be assured that Support will take care of your request.

Thank you for the reasurment.

I was contacted and the refund was proccessed.

Now I'm waiting for it to arrive.

Hope there will be no problems after that.

Have a great day all of you! ^^

  • Like 1
Link to post
Share on other sites

Create an account or sign in to comment

You need to be a member in order to leave a comment

Create an account

Sign up for a new account in our community. It's easy!

Register a new account

Sign in

Already have an account? Sign in here.

Sign In Now
 Share

  • Recently Browsing   0 members

    • No registered users viewing this page.
Back to top
×
×
  • Create New...

Important Information

This site uses cookies - We have placed cookies on your device to help make this website better. You can adjust your cookie settings, otherwise we'll assume you're okay to continue.