Unable to access MyAccount; formerly valid email and/or password rejected

[Carson70]

NB: I have just submitted a MWB support ticket [ #3679641 ]. While waiting for a reply from support I am looking for forum suggestions to try to gain access.

Problem:

MWB 'lifetime' license.

Created MyAccount in 2019 at same time I was issued a new MWB product key.

email and password used to successfully access MyAccount numerous times but not in last 12 to 18 months.

Today, attempting to sign-in to MyAccount my email and/or password were rejected as incorrect.

I have verified these credentials are the same as those stored encrypted on my computer when I originally created the account.

Would appreciate any helpful ideas or actions to try while waiting for support to reply.

TIA - Carson

[Porthos]

43 minutes ago, Carson70 said:

I have just submitted a MWB support ticket [ #3679641 ]

This is one issue only the support desk can address.

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

[Carson70]

3 minutes ago, Porthos said:

This is one issue only the support desk can address.

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

Thanks for the reply. I'm already aware of the wait time.

Was hoping other forum members might cite things to double check or mistakes people commonly make [ eg, entering forum email NOT account email ] that mimic problem.

Something to do while w....a....i......t........ing for reply.

C

[Porthos]

Different Browser?

There is also a mandatory 2 factor authentication sent to your email as well.

[Carson70]

10 minutes ago, Porthos said:

Different Browser?

I'm using Brave now. 12 - 18mos ago it was also Brave but I may misremember - definitely not Chrome or FF. For awhile I used CCleaner browser before switching to Brave.

I never got past initial sign-in screen to the 2-factor screen & email.

1 hour ago, Carson70 said:

Today, attempting to sign-in to MyAccount my email and/or password were rejected as incorrect.

C

[Porthos]

If you are using the correct email address you could use the forgot password and reset it.

[AdvancedSetup]

https://support.malwarebytes.com/hc/en-us/articles/4402158331411-Verify-your-identity-for-Malwarebytes-My-Account-login

 

[Carson70]

@AdvancedSetup: Again, I never reach the validation code sent screen.
Here's a screenshot after I fill in credentials, check not a robot and click sign-in button:

 

 

@Porthos:

1. Never would have thought of using different browser as issue, thanks. I never used the browser's own sign-in credentials storage.
For many years I've consistently used Abine's Blur browser add-on to store credentials.  Besides password storage it creates masked emails.
MyAccount's email uses Blur's xxxxx@opayq.com domain. It worked successfully when I first signed up.

However, recently this domain has been rejected by several websites requiring changing the masked email to another Blur domain option [eg, @blurme.net].
Could the MWB system have started flagging the '@opayq.com' domain as malicious?

2. The 'forget password' sounds like a possible action to try.  At least I'd verify that the current acct email is still valid.
I assume if the MWB sign-in system views the current email as invalid it won't proceed to the create new password stage. Am I correct?

BTW, I've checked a Blur 2019 note attached to the MWB MyAccount credentials which verifies the current masked email as the one initially set up.

 

Thanks to both of you for ideas; at least it will help me review with support actions I've already tried.

C

[Porthos]

4 minutes ago, Carson70 said:

2. The 'forget password' sounds like a possible action to try.  At least I'd verify that the current acct email is still valid.
I assume if the MWB sign-in system views the current email as invalid it won't proceed to the create new password stage. Am I correct?

If the email address is correct/valid and you have access to your email you should get a password reset email.

 

[Carson70]

57 minutes ago, Porthos said:

If the email address is correct/valid and you have access to your email you should get a password reset email.

I'll try this when I have uninterrupted time & report results.

C

[AdvancedSetup]

Yes, I tried the Abine Blur back in 2018 and for a while it worked but started having issues with it in 2020 so stopped using it. Not saying that is your issue, but need to verify and make sure it's not the cause.

Cheers

 

[Carson70]

23 hours ago, Porthos said:

If you are using the correct email address you could use the forgot password and reset it.

Tried password reset. Failed. Here's screenshot of result: BTW, I turned off Blur's tracker component for sign-in and entered credentials from local source. Despite my certainty that email WAS valid and credentials worked successfully in the past, it appears MWB does not accept email as associated with my account. Any thoughts?

 

[Porthos]

Just now, Carson70 said:

Any thoughts?

Now you need to wait for support. I would suggest you use a more standard "non" private email or whatever that Blur service does and have them change your account to that.

[Carson70]

@Porthos Understood, thanks.

C

[Carson70]

Help! from Admins for lost/blocked contact with support. Would appreciate intervention of forum admins to re-establish support contact and resolve initial problem

MWB support problem: Lost access to MyAccount - invalid email

12/16/21 Ticket 3679641

Contact dates from Nektarios (Support) 
12/27/21
12/29/21
12/31/21

I replied to them all, but received replies implying he had not read or even received my replies:

"12/29/21 - Just checking in. I was wondering if you need further assistance or have more questions, just let me know and I'll be happy to help.
12/31/21 - I haven't heard from you in several days; please let me know if your issue is resolved or if you need further assistance. If I don't hear back from you in a couple days, your ticket will be set to solved."

I used a Blur masked email to contact support; it had a domain name of
xxxxxxxxxxxxxt@blurme.net

Perhaps this is the problem with both replies & the original problem of losing access to MyAccount email (that email had this domain name - xxxxxx@opayq.com):

"Senders of mail to Masked Emails have blocked our Masked Email domain(s) because they think we’re sending spam. In this case, the sender of these emails may have black-listed our Masked Email domains or email server IP addresses. If this is the case, you may be told "please provide a valid email address" or "disposable email addresses are not allowed". When this happens, simply email us at support [at] get abine [dot] com and we can change the domain for Masked Emails on these specific sites to one of our other domains (e.g. @maskedmails.com, @abinemail.com, @beconfidential.com, etc...)" -- Abine Blur FAQ

[Porthos]

1 hour ago, Carson70 said:

I used a Blur masked email to contact support

 

1 hour ago, Carson70 said:

Perhaps this is the problem with both replies & the original problem of losing access to MyAccount email

Stop using a masked email for your communication with Malwarebytes and have them change the my account email to a non masked email as well.

I had mentioned tat in the beginning.

On 12/17/2021 at 2:55 PM, Porthos said:

I would suggest you use a more standard "non" private email or whatever that Blur service does and have them change your account to that.

 

[Carson70]

@Porthos I may be in my 70s but my memory is quite intact. Not only do I remember your advice but my response - @porthos I understand.

Right now I can do nothing about either email -- MyAccount or original support ticket email -- until I re-establish reliable contact with a support person first, then we can communicate off forum.

@Porthos Can you help by alerting a forum admin to intervene and follow up on ticket 3679641?

TIA

[Porthos]

4 minutes ago, Carson70 said:

until I re-establish reliable contact with a support person first

Use a standard non masked  email address to recontact support and again explain whats going on and have everything changed to a standard non masked email for example, gmail, outlook.com or even your ISP email. Depending on your ISP, I would not use the ISP because if you change providers you could loose access to it as well. We have that issue here with Spectrum.

9 minutes ago, Carson70 said:

Can you help by alerting a forum admin to intervene and follow up on ticket 3679641?

I will do that but if you are loosing contact due to the masked email, that might be futile. Also keep in mind that support has been on holiday from Dec 23-Jan 4th and are now catching up with tickets.

[AdvancedSetup]

Hello @Carson70

I am not able to locate the emails that you believe were sent. My guess is that either blurme did not send the email or possibly the email was rejected or blocked from our system.

Please do as @Porthos suggested and create a new email on Microsoft Outlook, or Gmail, or Yahoo, or your own ISP and create a new ticket. There simply does not appear to be a way to continue using burr or disposable emails with consistency.

https://support.malwarebytes.com/hc/en-us/requests/new

 

In that ticket reference both your old ticket:  3679641
and also reference this forum topic post: 

https://forums.malwarebytes.com/topic/281882-unable-to-access-myaccount-formerly-valid-email-andor-password-rejected/

 

Reply with the same information as from your original email along with the following information as requested from support.

Please kindly provide as much of the following information as possible:


Full name on purchase.
Old email address used for purchase.
Proof of purchase or invoice.
Order number.
Any other Malwarebytes proof of purchase (receipt, box, etc).
Date and amount of charge.
Address on the billing account.
Payment method: Credit Card or PayPal.
Description of charge from card statement/PayPal.
Last 4 of credit card.
The new email address that you would like to associate with your subscription.

 

Thank you

 

Edited January 11, 2022 by AdvancedSetup
Updated information