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Buy New license at "My account" does not work. I need protection.


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Hi,

I have 10 malware premium licenses and I want to buy more.

I click the "buy more" and then I get to a page which just does NOT work. (In the inspect window it says Uncaught SyntaxError: Unexpected token C in JSON at position 172 if that helps)

I tried incognito mode. I tried other pc's. I tried the helpdesk (ticket received 28 dec). I tried calling...

My pc's are unprotected now. Just tell me how to get a license please!

image.png.de687fb391a1edecc09548167af0c15b.png

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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:

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  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: 

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For any of these issues:

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  • 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,

Unfortunately, the limit for personal licenses maxes out at 10, so if you need to protect additional devices you will need to purchase Malwarebytes for Teams.  You can find the pricing listed here; just enter the number of devices you need to protect to see the pricing.  Malwarebytes for Teams allows you to purchase up to 20 licenses, so if you require more than that you will need to purchase Malwarebytes Endpoint Protection for which they offer both a managed and unmanaged solution, depending on whether or not you require remote administration/control over the software on your devices.

If you need to seek a refund/exchange to purchase a different product please refer to the Malwarebytes for Home refund policy

You may refer to the Malwarebytes Software License Agreement as well as this support article for additional details and you will need to contact Malwarebytes Support directly by filling out the form on this page and they will be able to assist you in seeking a refund for your existing licenses so that you can acquire the appropriate product/licenses for the number of devices you need to protect.

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

Thanks

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It appears so, at least according to the pricing on the site, likely due to promotional pricing on the consumer version.  Unfortunately, 10 devices is the cutoff point between consumer and business, however Malwarebytes Support/Sales may be able to offer you some sort of discount to help compensate for the difference when you contact them, and I would suggest checking with them first before deciding what to do, explaining to them what the situation is and the number of devices you need to protect.

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Hi,

 

Is there a way to get in contact with Sales except for submitting a support ticket? Because I have been waiting for 10 days now for my ticket to be answered and I am still waiting.

If I submit a new ticket I have to start all over and I do not want my device unprotected for another 2 weeks.

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Hi,

 

The original ticket (ticket 3325898 and 3321929) is about "why the website does not work" and you answered it more or less by saying "premium cannot go above 10".

Still the website does not work..... and it would be better when it would indicate, when more than 10 licenses are choosen, that 10 is the max for premium. But that is a website improvement which could save you a lot of tickets. Up to you.

 

I contacted sales by using your link. This does not generate a ticket so I will wait for their reaction.

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5 minutes ago, Corvus said:

But if you go in via your own account and click buy more you see in my original post.....

Going back to your first screenshot, it says you have Malwarebytes for teams not the standard version.

Wait for support. They are extremely backlogged due to the holiday.

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Ah, so you have the correct version already, well that's good; at least you don't have to wait for a return/exchange for the existing 10 licenses.

I'm not sure why it's not letting you purchase 2 more then, given the fact that the limit is 20 for Malwarebytes for Teams, but I'll be sure to note the issue with the My Account portal for the Product team to make them aware of it.  In the meantime I'll also ask that a staff member attempt to escalate your ticket to hopefully expedite a resolution for you.

Thanks for your continued patience, hopefully this will be resolved soon.

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By the way, you mentioned you tried different PCs as well as incognito mode, but did you try a different web browser yet?  If not, please give that a try.  If you're using Chrome or a Chromium based browser such as MS Edge Chromium, try using Mozilla Firefox, and also if you are using any sort of ad blocking and/or privacy add-ons in your browser, try disabling them as it may be blocking a cookie or other content required for the purchase page to function.

In the meantime, if you haven't already done so on the 2 systems in question, I would suggest installing the free 14-day trial just so that you don't have to go without protection while waiting for a resolution to the issue, but hopefully it will be resolved soon either way.

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Hi,

Yes I tried Chrome, Chrome incognito, Edge, Internet explorer 10 app, Firefox portable.....all without success.

They all give the json parse error 

image.png.adc01f6359482e56cb5259eb29138364.png

 

 

I already installed the  the free 14-day trial but it has expired now for 5 days already!

Still waiting to be called.

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