ChuckD Posted June 16, 2021 ID:1463786 Share Posted June 16, 2021 On June 15, 2021 Cleverbridge charged my account through PayPal $39.95 When Activating the License ID and Key the MB app kept telling me I needed to refresh my payment method. MB showed PayPal for a payment method and it would not resolve and accept the License. I change my payment method to a Credit Card and it went through. Now I have been charged 2 times and the new License Key and ID are not working. 1 time by Cleverbridge through PayPal 1 time by Credit Card. 1 Malwarebytes Premium (Formerly Malwarebytes Anti-Exploit Premium) 1 Year Subscription for Windows PC Duration: 12 month(s) Download 3 $39.95 How do I resolve this? Can I call support? Thanks, ChuckD Link to post Share on other sites More sharing options...
Staff Malwarebytes Posted June 16, 2021 Staff ID:1463787 Share Posted June 16, 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...
Firefox Posted June 16, 2021 ID:1463788 Share Posted June 16, 2021 Sorry your having issues... 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 Link to post Share on other sites More sharing options...
ChuckD Posted June 19, 2021 Author ID:1464289 Share Posted June 19, 2021 I have contacted the support team twice and NO HELP! Link to post Share on other sites More sharing options...
Porthos Posted June 19, 2021 ID:1464290 Share Posted June 19, 2021 Just now, ChuckD said: I have contacted the support team twice and NO HELP! What is your ticket number? Link to post Share on other sites More sharing options...
ChuckD Posted June 19, 2021 Author ID:1464299 Share Posted June 19, 2021 Ticket Numbers: 3493746 3493229 Link to post Share on other sites More sharing options...
ChuckD Posted June 19, 2021 Author ID:1464300 Share Posted June 19, 2021 Paid twice and Desktop application still displays. License expired. Update Payment Information Link to post Share on other sites More sharing options...
Porthos Posted June 19, 2021 ID:1464301 Share Posted June 19, 2021 1 minute ago, ChuckD said: Ticket Numbers: 3493746 3493229 Thanks, When you created the new ticket you basically closed the original one and the first come first served 3-7 weekday time frame started over. I will ask @AdvancedSetup to check on the status of your ticket. Link to post Share on other sites More sharing options...
ChuckD Posted June 19, 2021 Author ID:1464306 Share Posted June 19, 2021 I created a 2nd ticket because no one answered the 1st ticket. I am about ready to reverse both payments and go somewhere else for Anti Malware. Not being able to talk to support and 3 to 7 days ticket response is poor customer service! Link to post Share on other sites More sharing options...
Porthos Posted June 19, 2021 ID:1464312 Share Posted June 19, 2021 8 minutes ago, ChuckD said: I created a 2nd ticket because no one answered the 1st ticket. The ticket number is the first response. Ticket estimate times is usually worst case. How may days did you wait before starting the second ticket? Malwarebytes does its best considering Covid. Any email support system supporting literately millions of users is challenging. The staff member I alerted can can check on the ticket and get it escalated. Link to post Share on other sites More sharing options...
ChuckD Posted June 19, 2021 Author ID:1464313 Share Posted June 19, 2021 Thanks! I have worked at a Bank during Covid and we always answer our phones. I think they should have considered how they were going to support Millions of customers before they sold Millions of Licenses! Thanks for your help! Link to post Share on other sites More sharing options...
ChuckD Posted June 19, 2021 Author ID:1464314 Share Posted June 19, 2021 Probably 3 days between the 1st and 2nd ticket. More than 3 days and no response from support and I am done. Link to post Share on other sites More sharing options...
ChuckD Posted June 21, 2021 Author ID:1464565 Share Posted June 21, 2021 Still waiting for some help. I have discovered that only 1 payment was made through Cleverbridge June 15, 2021. The new License Key and Id will not install on my PC. No matter what I try the License on the desktop application continues to show. License Expired Chuck Link to post Share on other sites More sharing options...
Firefox Posted June 21, 2021 ID:1464581 Share Posted June 21, 2021 @AdvancedSetup can you look into the two ticket numbers above please? Link to post Share on other sites More sharing options...
Solution exile360 Posted June 21, 2021 Solution ID:1464586 Share Posted June 21, 2021 I looked into this and it should be resolved now. Please try activating the software with your ID and Key again and let us how it goes and if you still run into any trouble. Thanks 1 Link to post Share on other sites More sharing options...
ChuckD Posted June 23, 2021 Author ID:1464991 Share Posted June 23, 2021 It look like it is working. I copy in the new License ID and Number into my desktop and the Expired Notice goes away. The Desktop application still shows to old License Number which seems odd! Thoughts? ChuckD Link to post Share on other sites More sharing options...
exile360 Posted June 23, 2021 ID:1464996 Share Posted June 23, 2021 That's OK, I believe as far as the licensing system is concerned, both the old and new license represent the same subscription so it shouldn't cause any issues. Link to post Share on other sites More sharing options...
ChuckD Posted June 24, 2021 Author ID:1465118 Share Posted June 24, 2021 Thank you for the reply and fix! ChuckD Link to post Share on other sites More sharing options...
exile360 Posted June 24, 2021 ID:1465160 Share Posted June 24, 2021 You're welcome, I'm glad that we were able to help. Link to post Share on other sites More sharing options...
Root Admin AdvancedSetup Posted June 24, 2021 Root Admin ID:1465202 Share Posted June 24, 2021 Closing this topic as it's been resolved. Link to post Share on other sites More sharing options...
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