WG1111 Posted May 16, 2022 ID:1515752 Share Posted May 16, 2022 I've trying to renew my account, when I log in I see - If I click the 'Renew' button I see - Please advise how I can renew my service. Link to post Share on other sites More sharing options...
Staff Malwarebytes Posted May 16, 2022 Staff ID:1515753 Share Posted May 16, 2022 ***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 Download Malwarebytes Support Tool 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. Place a checkmark next to Accept License Agreement and click Next Navigate to the Advanced tab 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. To provide logs for review click the Gather Logs button Upon completion, click OK A file named mbst-grab-results.zip will be saved to your Desktop Please attach the file in your next reply. To uninstall all Malwarebytes Products, click the Clean button. Click the Yes button to proceed. Save all your work and click OK when you are ready to reboot. After the reboot, you will have the option to re-install the latest version of Malwarebytes for Windows. Select Yes to install Malwarebytes. Malwarebytes for Windows will open once the installation completes successfully. Screenshots: Spoiler Spoiler 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 Link to post Share on other sites More sharing options...
Porthos Posted May 16, 2022 ID:1515756 Share Posted May 16, 2022 2 hours ago, WG1111 said: I've trying to renew my account, when I log in I see - Try using a different browser. Link to post Share on other sites More sharing options...
Root Admin AdvancedSetup Posted May 16, 2022 Root Admin ID:1515842 Share Posted May 16, 2022 Hello @WG1111 Can you please try logging into your My Account page and change the experience back to the old original version. Then restart the computer and try again and let us know if you're still having an issue. https://support.malwarebytes.com/hc/en-us/categories/360002458094 Thank you Link to post Share on other sites More sharing options...
Root Admin AdvancedSetup Posted May 16, 2022 Root Admin ID:1515845 Share Posted May 16, 2022 I've sent you a Private Message with a link that should work to allow you to renew your subscription. Thanks Link to post Share on other sites More sharing options...
WG1111 Posted May 17, 2022 Author ID:1515867 Share Posted May 17, 2022 That link allowed me to add in new payment details, but had no option to actually renew the service. Link to post Share on other sites More sharing options...
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