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I Can't Renew My Account


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Every week I keep getting notices that I need to renew my account. I confirm my information as asked and it says that I have successfully renewed my account. Then it happens a few days later. It's been going on for several weeks. When I log into my account to access my key, it says that I will need to renew next year in 2022. I have not submitted a ticket, because I was unable to find the instructions on the website to do so. Any help would be great. My Malwarebytes icon still has a red dot on it. 

Phil

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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:

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:

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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

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16 minutes ago, Phil85 said:

When I log into my account to access my key, it says that I will need to renew next year in 2022.

That means you have successfully renewed.

16 minutes ago, Phil85 said:

Every week I keep getting notices that I need to renew my account.

Where are you getting the notices??

Edited by Porthos
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1 hour ago, Porthos said:

That means you have successfully renewed.

Where are you getting the notices??

I get a pop up window telling me this. Right now on my toolbar, the MB icon has a red dot on it. When I double click on the icon, it says my subscription has expired.  When I click on the "renew now" button, I get the screen below: 

You're all set!

You will be auto-renewed at the yearly date of your original purchase.
To view your purchase details, click here.

However, if you need to update your payment information, click the link below:

Edited by AdvancedSetup
removed hyperlink and corrected font
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16 minutes ago, Phil85 said:

Right now on my toolbar, the MB icon has a red dot on it.

Please do the following so that we may take a closer look at your installation for troubleshooting:

NOTE: The tools and the information obtained is safe and not harmful to your privacy or your computer, please allow the programs to run if blocked by your system.

 

  • Download the Malwarebytes Support Tool
  • In your Downloads folder, open the mb-support-x.x.x.xxx.exe file
  • In the User Account Control pop-up window, click Yes to continue the installation
  • Run the MBST Support Tool
  • In the left navigation pane of the Malwarebytes Support Tool, click Advanced
  • In the Advanced Options, click Gather Logs. A status diagram displays the tool is Getting logs from your machine
  • A zip file named mbst-grab-results.zip will be saved to your desktop, please upload that file on your next reply

Thanks

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  • Root Admin
  • Solution

Let's do a bit of cleaning of the computer. Then update the computer and other software. Then we'll do a clean removal and reinstall of Malwarebytes @Phil85

 

Please go to Control Panel, Programs, Programs and Features and uninstall the following

CCleaner  (experts no longer recommend the use of this program)
 

 

CHR Notifications: Default -> hxxps://meet.google.com; hxxps://www.facebook.com; hxxps://www.youtube.com

Are you sure you want this enabled or allowed? Push Notifications on your browser appear to be enabled.

https://blog.malwarebytes.com/security-world/technology/2019/01/browser-push-notifications-feature-asking-abused/

Turn notifications on or off - Google Chrome

Web Push notifications in Firefox

 

 

Please download the attached fixlist.txt file and save it to C:\Users\lverm\Downloads\
NOTE. It's important that both files, C:\Users\lverm\Downloads\FRSTEnglish.exe, and fixlist.txt are in the same location or the fix will not work.

Please make sure you disable any real-time antivirus or security software before running this script. Once completed, make sure you re-enable it.

NOTICE: This script was written specifically for this user, for use on this particular machine. Running this on another machine may cause damage to your operating system that cannot be undone.

Run C:\Users\lverm\Downloads\FRSTEnglish.exe and press the Fix button just once and wait.
If the tool needs a restart please make sure you let the system restart normally and let the tool complete its run after restart.
The tool will make a log in the C:\Users\lverm\Downloads\ folder named (Fixlog.txt)  Please attach or post it to your next reply.

Note: If the tool warned you about an outdated version please download and run the updated version.

NOTE-1:  This fix will run a scan to check that all Microsoft operating system files are valid and not corrupt and attempt to correct any invalid files. It will also run a disk check on the restart to ensure disk integrity. Depending on the speed of your computer this fix may take 30 minutes or more.

NOTE-2: As part of this fix all temporary files will be removed. If you have any open web pages that have not been bookmarked please make sure you bookmark them now as all open applications will be automatically closed. Also, make sure you know the passwords for all websites as cookies will also be removed. The use of an external password manager is highly recommended instead of using your browser to store passwords.

NOTE-3: As part of this it will also reset the network to default settings including the firewall. If you have custom firewall rules you need to save please export or save them first before running this fix.

The following directories are emptied:

  • Windows Temp
  • Users Temp folders
  • Edge, IE, FF, Chrome, and Opera caches, HTML5 storages, Cookies and History
  • Recently opened files cache
  • Flash Player cache
  • Java cache
  • Steam HTML cache
  • Explorer thumbnail and icon cache
  • BITS transfer queue (qmgr*.dat files)
  • Recycle Bin

Important: items are permanently deleted. They are not moved to quarantine. If you have any questions or concerns please ask before running this fix.

The system will be rebooted after the fix has run.

fixlist.txt

Thanks

 

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Thanks for the help. A few issues:

1. I tried to download the file fixlist.txt but I don't have the app to open it. 

2. The two files(fixlist.txt and FRSTEnglish.exe) need to be in the same location.  Does that mean folder? Where do I find the file FRSTEnglish.exe? 

3. I uninstalled ccleaner. I used it for removing tracking programs and to easily update my drivers. Is there another program that I can use instead now? 

Thanks again. 

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  • Root Admin

Save the FIXLIST.TXT file to your computer. Then move it to this folder:  C:\Users\lverm\Downloads\

Then in that same folder: C:\Users\lverm\Downloads\   you will find the Farbar program by the name of FRSTEnglish

Double-click to run the program. Then click on the FIX button and let it run.

 

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Thank you @Phil85

Please run the Malwarebytes Support Tool again.

  • In the left navigation pane of the Malwarebytes Support Tool, click Advanced
  • In the Advanced Options, click the CLEAN button and follow the onscreen instructions to reinstall Malwarebytes
  • NOTE: Please have patience as it can take a while to remove and reinstall. The computer will restart to complete

After the restart please do the following

  • Run the MBST Support Tool
  • In the left navigation pane of the Malwarebytes Support Tool, click Advanced
  • In the Advanced Options, click Gather Logs. A status diagram displays the tool is Getting logs from your machine
  • A zip file named mbst-grab-results.zip will be saved to your desktop, please upload that file on your next reply

Thank you

 

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Before I was able to complete your instructions from your last post, I was able to renew my MB premium service. I don't know if I paid before I had too, but at least it appears to be up and running again. Should I proceed with the reinstall instructions at this point? Thanks. 

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It says that I have 364 more days before renewal. Thanks so much for the help. One last question- Since I deleted my Ccleaner program, is this forum a good place to ask about what tracker removal and/or software update programs are recommended? Thanks again. 

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  • Root Admin

You're quite welcome @Phil85

Yes you can ask questions about recommendations.

Please review the following which should give you quite a bit of information to help you better protect your computer and data as well as your privacy. Please bookmark the link and read as you have time. If you do have any questions please let us know.

https://forums.malwarebytes.com/topic/258363-tips-to-help-protect-from-infection/

Thank you

 

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  • 1 month later...
  • Root Admin

Glad we could help.

If you need this topic reopened, please send a Private Message to any one of the moderating team members. Please include a link to this topic with your request.

This applies only to the originator of this thread. Other members who need assistance please start your own topic in a new thread.

Please review the following for Tips to help protect from infection

Thank you

 

 

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