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Problem With Subscription

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Ok. I received an offer to renew on December 9th at a discount and I accepted. My Malwarebytes subscription shows that it is active until December 9th 2022. So ok, I thought Auto Renew would be cancelled as it showed my subscription good for another year. But on December 29th, it auto renewed so now I have two subscriptions and I only need the one.

I contacted support to report the problem and didn't get an answer. So I turned to Paypal (which is how I paid) and Malwarebytes did reply to them and they said both purchases were valid based on the information provided. I only have the one computer and I do not need the second subscription.

I realize I got caught in a catch 22 where everything else I subscribe to with auto renew activated changes if I renew early and does not order a second subscription. But support could at least reply to communicate with me directly which they did not after multiple attempts to get a response.

So what gives? I thought if you had Support that they might actually respond if you have a problem... they didn't.

Maybe asking for a refund is too much to ask and they're not even going to respond saying that they won't so I have to go to Paypal and try to get them to contact Malwarebytes on my behalf. If I'm stuck with two copies because your Auto Renew doesn't work like everybody elses, you've lost my future renewal. I accept that I made a mistake but it doesn't say anywhere that if you renew early that auto renew will still renew and basically purchase a second copy.

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  • Staff

***This is an automated reply***


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:

  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.













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


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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Ok, I got past your automated system and finally got to speak with someone through chat. Every time I tried to use this before it kept throwing up one automated response after another so I gave up and filed two tickets. Never got a response so maybe it was a technical error. The guy I spoke with in chat seemed to understand I was having problems and took completely over and is working on it.

Let's just put the fault on me getting frustrated with the automated responses and making mistakes. 

Thank you for your reply and let's hope Support is now on top of it.


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Just now, Armorbeast said:

Thank you for your reply and let's hope Support is now on top of it.

Glad you got thru on chat. Most of the support staff have been off since right before Christmas and have just returned 2 days ago.

They are extremely busy catching up with a user base of 25 million users.

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4 minutes ago, Armorbeast said:

That makes sense since these issues happened to me in December. Hopefully they'll get it resolved.

For future reference, Chat is not 24 hours and gets suspended from time to time.

For others reading this topic.....

The general way to contact support is with following instructions. They apply to non holiday times.

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

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


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