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Billing / Automatic Renewal Nightmare


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Tried to remove two old credit cards via Malwarebytes online account website.  Followed instructions and inadvertently removed the card associated with the renewal.  Now I cannot reinstate automatic renewal or see any credit cards.  Not very intuitive website - extremely frustrating.  VERY SLOW response from customer support.  Any ideas?

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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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Greetings,

I'm sorry you've experienced trouble with the site.  Unfortunately you probably will need to await a response from Support to your ticket which may take a while given the holidays and current situation with the pandemic resulting in lower than normal staffing in Support and a much higher than normal volume of support tickets, however while you've likely tried this already, I can only point you to the information in this support article as well as this support article for updating your payment into, though again, I'm sure you've tried that already based on your description of the steps you've already taken.

You can post your ticket number here and we can put in a request with the staff to see about escalating your ticket in the hopes of getting a response back to you sooner, and in the meantime if there is anything else we might assist you with please let us know.

Thanks

Edited by exile360
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By the way, even if you do end up having to renew your subscription manually (which you will be able to do once the reminder email is sent to your account's associated email address), you can use the same credit card you accidentally removed to do so and it should automatically be added to your account to be used as your preferred payment method for automatically renewing your account going forward according to the information found in this support article.

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  • 3 weeks later...

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