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License issues, Help me!


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Hi. I need your help.
How can I solve?
On 12/29/2020 I bought a license for 2 years.
After activating the license, it appears to me that it expires in a month.
I do not understand. The license should expire around 2022.

Usually I bought the license for 1 year and it expires after 365 days, but this time I bought the license for 2 years and it turns out that it expires in a month -.-, I also got a message that I have to renew and return to pay for a new license in a month to continue using Malwarebytes Premium. I bought the license for 2 years, not for a month.

How can i fix this? Do I have to request a refund? Wait for support to answer me? What I can do?

 

I bought the license for 2 years on the Malwarebytes page.

licencia0.JPG.d9a560d4ba371859d0f773000950a6c0.JPG

licencia1.JPG.cf58722f8c72fb30bff54be600bbd4d2.JPG

 

but the license expires in a month. -.- 

licencia3.JPG.35afa547027d11e08e4708790334525f.JPG

 

licencia6.JPG.218aa2e166f4424ac671065d7f7ce8f4.JPG

They ask me to pay again to continue using Malwarebytes Premium. -.-

licencia7.JPG.c395488eec3849104dbab2b629647d8c.JPG

 

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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,

If you have not done so already, I would recommend signing up for an account at My.Malwarebytes.com using, if possible, the same email address you used when you originally purchased your license.  Instructions on how to do so can be found in this support article.  Once that is done, log into your account and verify that it shows the correct amount of time for your subscription.

A similar issue is documented in this support article and updating to the latest version of Malwarebytes may resolve the issue if you haven't done so already.  To do so, open Malwarebytes and click the small gear icon in the upper right to access settings, then under the General tab click on the Check for updates link and allow it to download and install any available updates, restarting your system afterwards if it prompts you to do so to complete the installation process.

Please let us know how it goes and if the issue is corrected or not.

Thanks

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If you purchased a new license as opposed to renewing for another 2 years then you should’ve received a new key. The current license may be the one which is showing as expiring in 30 days, if this is the case then entering the new key on the last day will activate the 2 year license.

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21 hours ago, exile360 said:

Greetings,

If you have not done so already, I would recommend signing up for an account at My.Malwarebytes.com using, if possible, the same email address you used when you originally purchased your license.  Instructions on how to do so can be found in this support article.  Once that is done, log into your account and verify that it shows the correct amount of time for your subscription.

A similar issue is documented in this support article and updating to the latest version of Malwarebytes may resolve the issue if you haven't done so already.  To do so, open Malwarebytes and click the small gear icon in the upper right to access settings, then under the General tab click on the Check for updates link and allow it to download and install any available updates, restarting your system afterwards if it prompts you to do so to complete the installation process.

Please let us know how it goes and if the issue is corrected or not.

Thanks

Thanks for your reply.
I have an account in My.Malwarebytes.com for more than 2 years with that same account, I buy my licenses, it is the first time that happens to me when trying to use a 2-year license. This is the time the license shows.

 

Above is the license that I bought on 12/29/2020

Down with the license I've been holding for a long time.

Licencia10.thumb.png.7462c6f8aecc78e64a1fdfa830adeaa9.png

 

I already tried deactivating, activating, restarting and updating. Nothing :(

Licencia12.png.9ff4b65820f0a4fdc4d24d650a89e37a.png

and in the payments the price of the license for 2 years was charged. 

In the pdf order there is also the license for 2 years! :(

Licencia11.png.8930cdf967e085f0492cc738282970bd.png

 

And every so often I get emails that I have to renew my license.

Other solution? :(

 

 

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1 hour ago, Doctor9fan said:

If you purchased a new license as opposed to renewing for another 2 years then you should’ve received a new key. The current license may be the one which is showing as expiring in 30 days, if this is the case then entering the new key on the last day will activate the 2 year license.

Thanks for your reply.
Yes, I received a new code in the mail with my payment. The previous license expired a long time ago. then it became a free version. after buying the new license for 2 years and activating it. It tells me it expires in a month. :(
I'm going to get in trouble if I don't fix this :(

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  • Staff

Unfortunately the only other option is to contact Malwarebytes Support by filling out the form on this page and they will be able to get the problem corrected for you.  It may take a while though because currently due to the pandemic and the holidays, they do not have many support agents available so it may take a week or more to receive a response, but go ahead and create the support ticket and they will help you as soon as they can, and in the meantime at least your protection will still be active so that your system will be protected.

I'm sorry we were not able to solve the problem, but it looks like it must be an issue with the licensing system and Malwarebytes Support are the only ones able to access it.

If there is anything else we might help you with please let us know.

Thanks

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44 minutes ago, exile360 said:

Unfortunately the only other option is to contact Malwarebytes Support by filling out the form on this page and they will be able to get the problem corrected for you.  It may take a while though because currently due to the pandemic and the holidays, they do not have many support agents available so it may take a week or more to receive a response, but go ahead and create the support ticket and they will help you as soon as they can, and in the meantime at least your protection will still be active so that your system will be protected.

I'm sorry we were not able to solve the problem, but it looks like it must be an issue with the licensing system and Malwarebytes Support are the only ones able to access it.

If there is anything else we might help you with please let us know.

Thanks

Thanks for your help.
How can I know if my ticket is open or closed?
I sent a message to support and a bot responded with a message.
support.malwarebytes.com

Is one ticket enough or do I need to create many tickets? I don't want my problem to be forgotten. It will not be that after 30 days they are just answering me.

Thank

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  • Staff

Just create one ticket, otherwise it will get pushed to the back of the queue and you definitely don't want that because you want a response as soon as possible, so now that you have created your ticket, just be patient and await a response.  If the status of the ticket is changed you will receive a notification email letting you know, so as long as you have not received an email stating that the ticket is closed, it is still open.

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