andrewc20 Posted October 28, 2021 ID:1485888 Share Posted October 28, 2021 hello, so i was a premium subscriber with 1 device for quite a while, recently build a couple of pcs for family as they are all working from home, so i signed up for another premium subscription with multiple devices. and now i can't remove the old automatic renewal for the old premium subscription, the website just gave me an error "something went wrong, please try again later" i have filed a support ticket and asked for help on twitter and no one has yet to reply me, any help is much appreciated Link to post Share on other sites More sharing options...
Staff Malwarebytes Posted October 28, 2021 Staff ID:1485889 Share Posted October 28, 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 October 28, 2021 ID:1485898 Share Posted October 28, 2021 32 minutes ago, andrewc20 said: i have filed a support ticket and asked for help on twitter and no one has yet to reply me, any help is much appreciated When exactly was the ticket submitted and what is the ticket number? Link to post Share on other sites More sharing options...
andrewc20 Posted October 28, 2021 Author ID:1485899 Share Posted October 28, 2021 hi Porthos, ticket number is 3623602 and it was submitted 2 days ago, 25th October Link to post Share on other sites More sharing options...
Porthos Posted October 28, 2021 ID:1485904 Share Posted October 28, 2021 30 minutes ago, andrewc20 said: submitted 2 days ago, 25th October Please submit only one ticket. Be advised it can take 3-7 weekdays for a response after the automated reply with your ticket number. Link to post Share on other sites More sharing options...
Solution andrewc20 Posted October 30, 2021 Author Solution ID:1486201 Share Posted October 30, 2021 update : my issue has been resolved by the support team, thank you very much for your advice. Link to post Share on other sites More sharing options...
Porthos Posted October 30, 2021 ID:1486202 Share Posted October 30, 2021 2 minutes ago, andrewc20 said: update : my issue has been resolved by the support team, thank you very much for your advice. Glad to hear. Link to post Share on other sites More sharing options...
Root Admin AdvancedSetup Posted October 30, 2021 Root Admin ID:1486203 Share Posted October 30, 2021 Closing this topic as it's been resolved. Link to post Share on other sites More sharing options...
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