Coupon Code from my UK bank

[miriamas]

I have a coupon code from my UK bank NatWest for receiving a free subscription to Malwarebytes. But when I go to purchase a subscription on the Malwarebytes website the is nowhere for me to enter the coupon number. I opened a ticket to get support 9 days ago but haven't received a response so far, even after sending a reminder. Can anyone advise me on what else I should do?

[Porthos]

1 hour ago, miriamas said:

even after sending a reminder.

When you submitted a new ticket you reset the wait time. do not submit any more. What is the latest ticket number?

Any chance this is Royal bank of Scotland? If so you need the following link https://my.malwarebytes.com/en/rbs/registration

 

Edited January 28, 2022 by Porthos

[miriamas]

Thanks for taking the time to reply, Porthos.

I did not start a new ticket, only sent a reply to the support ticket email I got. Hopefully, I will hear back from the Support team soon. My ticket number is 3715913.

NatWest is indeed part of the Royal Bank of Scotland. My bank provided me with the same link you did. I used that to create an account. However, once I sign into this account and want to purchase a subscription I cannot use the coupon code anywhere. See my attached screenshot for the info from NatWest. Since this is a public forum I have redacted part of the coupon code.NatWest code for Malewarebytes.pdf

[Porthos]

2 minutes ago, miriamas said:

I used that to create an account.

What do you see in the my.malwareytes.org account?

[miriamas]

18 minutes ago, Porthos said:

What do you see in the my.malwareytes.org account?

After logging in I select the 1 year subscription and enter my details. However, there is only the option to proceed to buy. Normally, I should be able to enter my code at this stage. This would reduce the final amount due. I have attached screenshots 1 to 3 to illustrate.

[Porthos]

30 minutes ago, miriamas said:

fter logging in I select the 1 year subscription and enter my details

Try that code  from the email in the register a license button. Be sure to copy and paste to avoid mistakes. All it can do is say invalid.

If that does not work, You will have to wait on support. Support works only on weekdays. Resopnse times are long currently.

Edited January 29, 2022 by Porthos

[miriamas]

6 minutes ago, Porthos said:

Try that code  from the email in the register a license button. Be sure to copy and paste to avoid mistakes. All it can do is say invalid.

If that does not work, You will have to wait on support. Support works only on weekdays. Resopnse times are long currently.

Thanks. That was the first thing I tried. I guess I have to wait. Thanks again for your efforts.

[Porthos]

26 minutes ago, miriamas said:

Thanks. That was the first thing I tried. I guess I have to wait. Thanks again for your efforts.

Sorry I could not assist.

Did you just get the ticket number and reply to that or did a support person email you and you replied directly to the rep?

Until a rep replies the ticket was not assigned to a human yet.

[miriamas]

On 1/28/2022 at 4:48 PM, Porthos said:

Sorry I could not assist.

Did you just get the ticket number and reply to that or did a support person email you and you replied directly to the rep?

Until a rep replies the ticket was not assigned to a human yet.

Unfortunately, The only email I got was an automated message signed by Jason Todd, Associate Director, Customer Support. However, the email does have the line "Add your reply above this line", which to me would indicate that you can reply to that email.

In the meantime, I also contacted NatWest, and they just sent me the same link I already had. Plus, they told me to contact Malwarebytes. Hahaha.

[Porthos]

On 1/28/2022 at 5:08 PM, miriamas said:

My ticket number is 3715913.

@AdvancedSetup could you look into this ticket number on Monday?

[AdvancedSetup]

I've sent a notice asking for review. Hopefully someone should reply sometime on Monday.

Cheers

 

[miriamas]

On 1/29/2022 at 7:16 PM, AdvancedSetup said:

I've sent a notice asking for review. Hopefully someone should reply sometime on Monday.

Cheers

 

Thanks for that. I did get a reply from Support that week. However, they still have not resolved the issue. They wrote:

 

"I understand you are a NatWest customer and you’re having some issues redeeming your coupon code to get a license key.
First, you will sign up using your email address and create a password. Once that is completed, you will be prompted to input your 32 digit coupon code provided by your bank. Once you enter the code, you will be redirected to your account that has your license key. You can do that by opening the following link:

-Malwarebytes NatWest Registration"

Then I replied:

"I followed your instructions and created a new account from scratch in order to make sure I did not miss anything.

Unfortunately, the system behaves differently to how you described it in your instructions.

 

I followed the link https://my.malwarebytes.com/en/natwest/registration and signed up with

 

First name
Last name
Email
Password
Confirm password

 

There was no field for entering my 32 digit coupon code, only a Create Account button.

Once my Account was created, I had to sign in.

Once I signed in via https://my.malwarebytes.com/en/natwest/login, I had to confirm it was me by entering a security code that was emailed to me.

The attached screenshot shows the page I saw after signing in. Again, there was nowhere to enter my 32 digit coupon code.

 

I would appreciate further advice. I would recommend that you try signing up yourself to see what is happening or ask the developers to test it."

 

2 weeks later I get this reply:

 

"I do apologize for the trouble. Can you please send me a screenshot of what you see when you go to the sign-up page?"

 

Seriously? I already described to them in words what I see. It takes 2 weeks to ask me to send a screenshot of the same? I sent them the screenshot today and am now waiting for any meaningful advice. It has been 1 month since my initial report.

 

I am now wondering, has there ever been anyone who was able to signup through the NatWest link?

Edited February 16, 2022 by AdvancedSetup
Corrected font issue

[treed]

I'm sorry for the inconvenience. It looks like there is currently an issue with this on the new Malwarebytes account portal. There is a fix in progress, but in the meantime, there's a workaround.

First, log into your Malwarebytes account:

https://my.malwarebytes.com/en/login

Next, open the drop-down menu attached to your name in the upper right corner and turn off the "New Experience" switch:

This should log you out. Close that, then click the Natwest link again:

https://my.malwarebytes.com/en/natwest/registration

Sign in there, and you should be able to enter the coupon code. After you've done so, you can switch your account back to the new experience again via a button in a banner near the top of the page. (The old account interface doesn't have the switch in the same place.)

[miriamas]

6 hours ago, treed said:

I'm sorry for the inconvenience. It looks like there is currently an issue with this on the new Malwarebytes account portal. There is a fix in progress, but in the meantime, there's a workaround.

First, log into your Malwarebytes account:

https://my.malwarebytes.com/en/login

Next, open the drop-down menu attached to your name in the upper right corner and turn off the "New Experience" switch:

This should log you out. Close that, then click the Natwest link again:

https://my.malwarebytes.com/en/natwest/registration

Sign in there, and you should be able to enter the coupon code. After you've done so, you can switch your account back to the new experience again via a button in a banner near the top of the page. (The old account interface doesn't have the switch in the same place.)

Thank you for trying to help. Unfortunately, your suggestion didn't work. I followed your instructions. After being logged out and then logging in again through https://my.malwarebytes.com/en/natwest/registration I ended up on the https://my.beta.malwarebytes.com/overview page which does not have a space for entering the coupon code. I tried this several times after making sure I deleted the cookies. Every time it takes me to the beta site where the my "New Experience" switch is on ON again.

[brcd]

Could the info at this link be of any help?

https://www.bleepingcomputer.com/news/security/natwest-and-malwarebytes-team-up-to-provide-free-virus-protection/

[miriamas]

2 hours ago, brcd said:

Could the info at this link be of any help?

https://www.bleepingcomputer.com/news/security/natwest-and-malwarebytes-team-up-to-provide-free-virus-protection/

Thanks for that. This looks like how it should work. At step 5 a window appears with a filed for the coupon code. Unfortunately, this is exactly the step that is not working for me. I do not get that window, no matter what I try.

[brcd]

That's all I could find with instructions. I did read on a couple of sites that the free license expires in May. Good luck! 

[treed]

We've made a change to the account associated with the e-mail address in your support ticket. That should make sure that you're not seeing the "new experience" on your account. It may also be a good idea to clear cookies for malwarebytes.com in your browser, just to make sure those won't persist a setting. If you're using Safari, open Safari's preferences, click Privacy, then click Manage Website Data. Search for "malwarebytes.com" and remove those cookies.

Can you try that and see if that works now?