Chasbo47 Posted January 30, 2021 ID:1435583 Share Posted January 30, 2021 Greetings. I have received an email regarding renewal of my Premium account .. I have a question regarding it and was wondering if someone could tell me how to reach them via phone or email to relay this question .. Thanks in advance for your assistance ... Link to post Share on other sites More sharing options...
Staff Malwarebytes Posted January 30, 2021 Staff ID:1435584 Share Posted January 30, 2021 ***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 Download Malwarebytes Support Tool 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. Place a checkmark next to Accept License Agreement and click Next Navigate to the Advanced tab 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. To provide logs for review click the Gather Logs button Upon completion, click OK A file named mbst-grab-results.zip will be saved to your Desktop Please attach the file in your next reply. To uninstall all Malwarebytes Products, click the Clean button. Click the Yes button to proceed. Save all your work and click OK when you are ready to reboot. After the reboot, you will have the option to re-install the latest version of Malwarebytes for Windows. Select Yes to install Malwarebytes. Malwarebytes for Windows will open once the installation completes successfully. Screenshots: Spoiler Spoiler 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 More sharing options...
David H. Lipman Posted January 30, 2021 ID:1435593 Share Posted January 30, 2021 In the email, did it provide a phone number as well as an amount due ? Link to post Share on other sites More sharing options...
exile360 Posted January 30, 2021 ID:1435596 Share Posted January 30, 2021 Greetings, You may contact Malwarebytes Support via the form on this page and they will respond via email once they are able. Currently the support backlog is rather busy so it may be up to 7 business days before you receive a reply from a member of Support. In the meantime if there is anything we can help with please let us know. We do not have access to the helpdesk user's accounts, however we can answer general questions as well as help to address any technical issues. Also, if the response to the question posed by David H. Lipman above is yes, then it is a scam and didn't actually come from Malwarebytes; Malwarebytes doesn't provide phone numbers in their emails. Additionally, if you are concerned about when your subscription will expire you can verify it by logging into My.Malwarebytes.com; if you haven't already created an account there you may do so by following the instructions in this support article. Info on managing your subscriptions from your account can be found in this support article. I hope this helps and if there is anything else we might assist with or if you have any further questions or issues please let us know. Thanks Link to post Share on other sites More sharing options...
Maurice Naggar Posted January 30, 2021 ID:1435597 Share Posted January 30, 2021 Hello @Chasbo47 Just as a tip, there is not help by telephone for Support. Link to post Share on other sites More sharing options...
Chasbo47 Posted January 30, 2021 Author ID:1435602 Share Posted January 30, 2021 Thanks to all for the quick responses .. The email did have the amount but not the length of the renewal ... I had originally subscribed for a 2 year term but not sure if the amount requested is for that term .. I tried looking on my account and could not find any info related to the new renewal ... The email did not have a contact number in it for questions .. I'm sure it was legit as the date for renewal in the email was accurate .... Thanks again for the help Link to post Share on other sites More sharing options...
Porthos Posted January 30, 2021 ID:1435610 Share Posted January 30, 2021 28 minutes ago, Chasbo47 said: The email did have the amount but not the length of the renewal What was the amount? Link to post Share on other sites More sharing options...
Maurice Naggar Posted January 30, 2021 ID:1435611 Share Posted January 30, 2021 The renewal should be for one year ( the regular standard for renewal anniversary). again, there is not any "contact number". Malwarebytes offers support for licensing issues in 2 or 3 ways ( none with a telephone bank type situation). There is a online references for various issue-topic like licensing and renewal. There is a section for you to initiate a Malwarebytes Consumer Support case via a web-based portal. That is, to start a Support ticket. The Malwarebytesl Support portal starts at https://support.malwarebytes.com/hc/en-us The spot to start a Support ticket is https://support.malwarebytes.com/hc/en-us/requests/new Link to post Share on other sites More sharing options...
Chasbo47 Posted January 30, 2021 Author ID:1435627 Share Posted January 30, 2021 Thanks again ... The renewal rate was $69.98 ... I thought that was high for just 1 year and 1 device ... Link to post Share on other sites More sharing options...
Porthos Posted January 30, 2021 ID:1435629 Share Posted January 30, 2021 5 minutes ago, Chasbo47 said: The renewal rate was $69.98 ... I thought that was high for just 1 year and 1 device ... That looks like the current price with tax for another 2yr sub. 1 Link to post Share on other sites More sharing options...
Chasbo47 Posted January 30, 2021 Author ID:1435631 Share Posted January 30, 2021 Thanks Porthos ... That was my thinking also ... I just wished they had included that info in the email ..... I appreciate your help Link to post Share on other sites More sharing options...
Maurice Naggar Posted January 30, 2021 ID:1435655 Share Posted January 30, 2021 What is the renewal anniversary date ? Is it like 30-days ahead from now ? and.or was this renewal paid-for by now? { Renewal notice emails are sent out 30-days in advance of the renewal-due date.} Depending on the answers, when the renewal is paid-for, you will be able to see the new good-thru date of the license on both the program on your pc & also on the MyAccount portal. In the MB program, click the Settings gear icon & click "Account " tab. by-the-by, this link is to video on navigating the Malwarebytes MyAccount portal Video: Navigate Malwarebytes My Account – Malwarebytes Support H T H Link to post Share on other sites More sharing options...
Chasbo47 Posted January 31, 2021 Author ID:1435660 Share Posted January 31, 2021 Thanks for the info Maurice . This renewal email arrived appx 30 days prior to the renewal date .. From the info posted I'm assuming they are renewing me for the 2 year period .. Will just let it auto-renew and check the duration then ... Thanks .. I certainly like the product and want to keep it .... 1 Link to post Share on other sites More sharing options...
exile360 Posted January 31, 2021 ID:1435663 Share Posted January 31, 2021 FYI, I'll be submitting your feedback regarding the lack of clarity in the term for the renewal duration in the email, so hopefully they'll be detailing it more clearly in the future. Link to post Share on other sites More sharing options...
Chasbo47 Posted January 31, 2021 Author ID:1435674 Share Posted January 31, 2021 Thank you exile360 Link to post Share on other sites More sharing options...
Maurice Naggar Posted January 31, 2021 ID:1435696 Share Posted January 31, 2021 Last thoughts. If your subscription is for one device ( a.k.a., single seat) and given the amount, one would have to conclude it is a 2-year term renewal. { Certainly if this is just one device, it cant be a one-year}. Best to you. Link to post Share on other sites More sharing options...
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