My subscriptions are messed up

[Weston]

I have used Malwarebytes for many years.  Several years ago Malwarebytes helped me recover from a severe Trojan attack.

In November 2020 my two Premium subscriptions were automatically renewed, one for my desktop and one for my laptop.

In March 2021 my desktop died a natural death. Two weeks later, I bought a new laptop to replace the desktop.

I asked a Malwarebytes Support person if I could transfer the dead desktop computer subscription to my new laptop.

Apparently I could, since 7 or 8 email exchanges took place.

While the Support email exchanges were taking place, I was getting messages that my "Trial" was ending in 2 days on my new laptop; anxiously I twice bought new Premium subscriptiona for the new laptop, one of which she refunded..

It looked like she had gotten the two original November subscriptions covering my two computers (1 old laptop, 1 new laptop),.but then her last email changed the subscriptions.

At this time there are 3 Premium subscriptions in my account. 

#1 is my November renewed old laptop subscription.with a new renewal date of July 6, 2022 (?).

#2 is my November renewed dead desktop subscription which is now set to expire in 1 day (April 20, 2021).

#3 is my new laptop brand new Premium subscription with a renewal date of April 7, 2022.

 

I guess this means the answer to my original question was "No, you cannot use time remaining on one subscription to protect a replacement computer."  Fine; Malwarebytes is worth it.

 

I have not received any of the usual first of the day scan notifications, and when I click on the icon on my task bar, it no longer takes me to a Scan screen.  It takes me to a Welcome page.  I'm sure there must have been an easier and faster way to get this task accomplished.  This has been in the air for a month.  I'm not sure if both my laptops are being protected.  Maybe I'll find out tomorrow when one of my November renewed subscriptions expires.

 

[Malwarebytes]

***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

 

 

 

 

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

[Porthos]

You need to create a ticket with the help desk to deal with this.

Please contact our support team at https://support.malwarebytes.com/hc/en-us/requests/new to get help

[Weston]

I have had multiple "tickets" with the Support person -- they change with each email.

I have 2 computers: my new laptop, which is being protected by ? Subscription Key, and my old laptop, which I'm typing on, and which was renewed in November and was to be expiring in November 2021. 

When I open the M icon on this old laptop's taskbar, I receive a welcome screen instead of a Scan screen.  When I "Sign In", I receive a window that says "This license key has been refunded."

I do not believe that this laptop is protected by Malwarebytes at this time, although its subscription was renewed in November.

Yesterday I sent an email to the Support person, telling her that my subscriptions were messed up.  She did not respond.  I don't even want her to; she's done enough.

Obviously I should not have asked if my new laptop could be protected for the remainder of my no-longer-in-use desktop, which had been renewed also in November.

I don't know what the procedure is for computers that die during their subscription terms, or if there is a procedure, or if Malwarebytes cares if it's protecting a computer that is no longer on the premises.

[exile360]

Greetings,

For any devices which are no longer in use, you should be able to deactivate them via the options found under your account at My.Malwarebytes.com as documented in this support article as well as this support article.

Details on signing up for your account may be found in this support article if needed.

I hope that this helps, but if not then they should be able to get the issue sorted out via your ticket on the helpdesk.

Thanks