Duplicate subscriptions!

[stardial]

I just saw that I somehow have two Malwarebytes subscriptions that have renewed for the same 3 devices. I need to cancel one and hopefully obtain a refund for the one that just renewed six days ago. I wish that you provided a customer support phone number to more easily take care of issues like this. Please contact me asap to resolve this. I can show you a screengrab of my two accounts, but this is a public forum, so I won't do that here.

Sean

[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:

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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. 
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If you are having licensing issues, please do the following: 

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For any of these issues:

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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]

2 minutes ago, stardial said:

I just saw that I somehow have two Malwarebytes subscriptions that have renewed for the same 3 devices. I need to cancel one and hopefully obtain a refund for the one that just renewed six days ago. I wish that you provided a customer support phone number to more easily take care of issues like this. Please contact me asap to resolve this. I can show you a screengrab of my two accounts, but this is a public forum, so I won't do that here.

Sean

Malwarebytes does not have a support phone number for consumer versions.

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

Be advised it can take 3-7 weekdays for a response after the automated reply with your ticket number.

Edited November 8, 2021 by Porthos

[stardial]

Okay, I found a phone number to what says it is Malwarebytes Security and the website URL is

 https://webesafe.info/device-security/

  Can you verify that this is a legitimate Malwarebytes website and security team?  I was suspicious and ended my call with them when, after asking them to help me resolve the duplicate account issue, they tried to have me start a program that gave them access to my computer. I told them I wasn't comfortable with giving them access and couldn't they just talk me through the steps needed to cancel one of the subscriptions. I did not get a satisfactory answer, and continue to believe that this was a malicious actor trying to gain access to my machine. What can you tell me about this?

Edited November 8, 2021 by AdvancedSetup
disabled live hyperlink

[Porthos]

13 minutes ago, stardial said:

Okay, I found a phone number to what says it is Malwarebytes Security and the website URL is https://webesafe.info/device-security/  Can you verify that this is a legitimate Malwarebytes website and security team?  I was suspicious and ended my call with them when, after asking them to help me resolve the duplicate account issue, they tried to have me start a program that gave them access to my computer. I told them I wasn't comfortable with giving them access and couldn't they just talk me through the steps needed to cancel one of the subscriptions. I did not get a satisfactory answer, and continue to believe that this was a malicious actor trying to gain access to my machine. What can you tell me about this?

That is a fake site. Do not try to find a number, It does not exist.

Create a support ticket like I asked. That is the ONLY way to get the issue resolved.

[Porthos]

You almost fell for one of the biggest threats out there. A tech support scam. Never let any one remote the computer. I would only allow a local tech that you have had face to face business with.

 

[stardial]

Okay, so I avoided the fake support scammers. Now how do I resolve, with the help of legitimate Malwarebytes support people, getting one of the two subscriptions removed, and hopefully refunded? I have not heard back from anyone about this.

 

[Porthos]

10 minutes ago, stardial said:

I have not heard back from anyone about this.

Did you create the support ticket? When did you do it and what is the ticket number?

[AdvancedSetup]

Yes, there is a ticket that was created on Monday.

Please be patient and someone will assist you as soon as possible

Thank you

 

[stardial]

Thanks! I will wait.