xxxxxx123 Posted July 26, 2021 ID:1471223 Share Posted July 26, 2021 Hi I submitted support ticket 3531627 on Friday. I tried contacting Malwarebytes for an update today but there seems to be no way to connect with a live person. My request is somewhat time sensitive so I cannot wait 4-5 business days for a response. Please let me know how I can get in touch with the support team. Thank you Link to post Share on other sites More sharing options...
Staff Malwarebytes Posted July 26, 2021 Staff ID:1471224 Share Posted July 26, 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...
Porthos Posted July 26, 2021 ID:1471227 Share Posted July 26, 2021 8 minutes ago, xxxxxx123 said: My request is somewhat time sensitive so I cannot wait 4-5 business days for a response. Please let me know how I can get in touch with the support team. If your issue is an licensing issue, you must wait on support. If it is something else, we can assist you here. Link to post Share on other sites More sharing options...
xxxxxx123 Posted July 26, 2021 Author ID:1471228 Share Posted July 26, 2021 It is an issue with combining licenses. 4-5 business days is definitely not timely support and it is unfortunate that there are no longer any options to connect with someone in person. But thank you for responding to my post. Link to post Share on other sites More sharing options...
Porthos Posted July 26, 2021 ID:1471230 Share Posted July 26, 2021 (edited) 5 minutes ago, xxxxxx123 said: it is unfortunate that there are no longer any options to connect with someone in person. Support has always been ticket based email support. Whatever you do, please do not create any additional tickets as that starts the wait time over again. Edited July 26, 2021 by Porthos Link to post Share on other sites More sharing options...
xxxxxx123 Posted July 26, 2021 Author ID:1471231 Share Posted July 26, 2021 Thank you for the further response. Link to post Share on other sites More sharing options...
Administrators Solution celee Posted July 28, 2021 Administrators Solution ID:1471552 Share Posted July 28, 2021 Hi @xxxxxx123, Looks like our support team reached out and resolved your issue yesterday. Please let us know here or respond back to your ticket if you need any additional help. Thanks, Cecile 1 Link to post Share on other sites More sharing options...
xxxxxx123 Posted July 28, 2021 Author ID:1471630 Share Posted July 28, 2021 The support team responded to my request yesterday and my issue is now resolved. Thank you for your follow up. 1 Link to post Share on other sites More sharing options...
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