Jump to content

[ RESOLVED ] Hello Malewarebytes charged me two times for my subscription

someoneclueless
 Share
Go to solution Solved by someoneclueless,

Recommended Posts

someoneclueless

someoneclueless

Posted
Posted

Hello, Malwarebytes charged my credit card two times after another on the same day on 01.01.2022. I just foun out about it because I was wondering about an email from my credit card bank saying my balance is negative and so I checked and saw this. It's hopelss, I don't know where to go, on the websites you always get directed to everything else. I live in Europe. Please help. I'm on a short budget and making this transaction two times is not my mistake and I want my money back.

Link to post
Share on other sites
  • Staff
Malwarebytes

Malwarebytes

Posted
  • Staff
Posted

***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
  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.

Screenshots:

Spoiler
 
 
 
 
Spoiler

 

 

01.png

02.png

03.png

04.png

05.png

06.png

 

 

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

  • Thanks 1
Link to post
Share on other sites
Porthos

Porthos

Posted
Posted
37 minutes ago, someoneclueless said:

Please help. I'm on a short budget and making this transaction two times is not my mistake and I want my money back.

This is one issue only the support desk can address.

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.

  • Like 1
Link to post
Share on other sites
someoneclueless

someoneclueless

Posted
  • Author
Posted
40 minutes ago, AdvancedSetup said:

If you used the same email address you're using here on the forums I think something went wrong. I cannot find an email address on the Support site that matches the one you're using here. @someoneclueless

 

no you're right, I have two email addresses, my old one and a new one, and I used the other one from my Subscription. Thank you for having looked into it.

Link to post
Share on other sites
  • 2 weeks later...
someoneclueless

someoneclueless

Posted
  • Author
Posted

Hello again, just wanted to say that I received an email with the following message:

You are completely right! I’ve requested a refund for €79.99 When the refund is processed, you’ll receive a confirmation email from our trusted payment partner. It may take up to 7 business days for the refund to appear on your bank or credit card account.

  • I apologize for the system error and I have added 3 months for free to your subscription as courtesy. Your new renewal date is now April 2, 2024
Link to post
Share on other sites
Porthos

Porthos

Posted
Posted
17 minutes ago, someoneclueless said:

now I have another problem, because now they undercharged me. My subscription is always for one year. They seem to have renewed my subscription now until April 2, 2024. It should be April 2nd 2023 though! Oh my :(

I would respond to that email and ask if the date is correct and not a typo.

Link to post
Share on other sites
  • Root Admin
AdvancedSetup

AdvancedSetup

Posted
  • Root Admin
Posted

Thank you @someoneclueless

As the issue appears to be resolved now I'll go ahead and mark it resolved. If there are ongoing issues though please continue to reply to the email from Support and they'll get you fixed up. Please note though that Monday is a Holiday in the US so there may not be any further replies until Tuesday or Wednesday.

Take care and stay safe out there.

 

  • Like 1
Link to post
Share on other sites
someoneclueless

someoneclueless

Posted
  • Author
Posted (edited)

Hello again just one more time. Malwarebytes was so generous to me that I don't want to keep it to myself. Here's what they responded:

"Thank you for your honesty, because of it we will leave it as is. "

now i ended uengetting 15 months of subscription for free.  This error is fixed and the problem is solved :)
 

Edited by AdvancedSetup
Corrected font issue
  • Like 2
Link to post
Share on other sites

Create an account or sign in to comment

You need to be a member in order to leave a comment

Create an account

Sign up for a new account in our community. It's easy!

Register a new account

Sign in

Already have an account? Sign in here.

Sign In Now
 Share
Go to topic listing

  • Recently Browsing   0 members

    • No registered users viewing this page.
Back to top
×
×
  • Create New...

Important Information

This site uses cookies - We have placed cookies on your device to help make this website better. You can adjust your cookie settings, otherwise we'll assume you're okay to continue.