Help! Paid for subscription renewal, but renewal has not happened!

[Hodgepodge_Tech]

Hello. I created this Malwarebytes forum account because I ran into a rather important problem. I was told via the Malwarebytes program downloaded onto my computer that my Malwarebytes subscription would be expiring soon. And so, I went to the suggested link to renew my account, and paid the required fee. However, my program is still telling me that my subscription is set to expire in less than a week, the app on my phone is telling me this too, and now that I've updated to the latest interfact for my Malwarebytes account, it too is telling me my subscription will soon expire! I need assistance making this right, as it should be since I have paid for the renewal.

[Malwarebytes]

***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

 

 

 

 

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

[Hodgepodge_Tech]

For any Malwarebytes staff who see this thread, I should mention that I have a different email address for my Malwarebytes Forum account than I do for my My.Malwarebytes account (The forum account wouldn't allow me to use my main Email address). If information can help, and there is a way to have a private conversation with a Malwarebytes staff member, I would be very grateful for the aid.

[Porthos]

10 minutes ago, Hodgepodge_Tech said:

I need assistance making this right

Not a problem.

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. Additional tickets will increase the delay.

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

[AdvancedSetup]

Do you have an email with the purchase and new license key?

 

[Hodgepodge_Tech]

1 minute ago, AdvancedSetup said:

Do you have an email with the purchase and new license key?

 

It's the same License key as before. Should it not be, since it's a renewal of the current subscription? But yeah, I have the activation key and the reference number in an email that was sent to me upon completion of payment.

[Hodgepodge_Tech]

Oh, I forgot to mention, I also did submit a ticket about this issue, and I have the number of that support ticket as well. I sadly submitted two, one for a previous problem about changing my password. I got that one solved on my own, but the payment ticket is an entirely different one. I apologize, I didn't realize at the time that multiple tickets was a bad idea. I just had two separate problems, one after solving the other.

[AdvancedSetup]

Send me a Private Message with your email address used and your ticket number.

 

[Hodgepodge_Tech]

3 minutes ago, AdvancedSetup said:

Send me a Private Message with your email address used and your ticket number.

 

Okay, I sent one with the requested info.

[AdvancedSetup]

System license appears to be working now and new expiration shown. If that is not correct, please let us know.

 

[Hodgepodge_Tech]

This is correct. The problem seems to have been resolved, so this thread can be closed. Or, however putting an end to a thread works. Its purpose has been fulfilled. Thank you to all who were involved in assisting in this. I'll open a new thread if anything crops up, though I believe it should be smooth sailing from here.