unable to purchase or add a device

[Devika]

I've tried several times over the last few days to add a device to my existing subscription. Once I add the credit card details it tries to go to the next eStore screen but it endlessly shows the moving dots and doesn't actually go to the next screen. I've tried both Safari and Google browsers.

I created a support ticket but have had no response.

Has anyone else had this issue?

Many thanks for your help! 

[alvarnell]

Perhaps the eStore server is having issues and if in the US we're just now coming off a long holiday weekend, so wait a few hours and try again.

And be advised it can take 3-7 business days for a response after the automated reply with your ticket number. Submit only one ticket/request. Additional tickets will increase the delay.

[Devika]

Thanks. I'm in the UK and have tried to make this purchase many times over the last five days.

Hopefully I will receive a response from Malwarebytes at the end of 7 business days! Thanks again for your reply.

[treed]

Can you provide more additional details?

1) Are you doing this from within your Malwarebytes account, or from some other page? If the latter, what is that page?

2) Do you have any extensions loaded in both Safari and Chrome that could potentially interfere with the page loading? If so, try turning off all your extensions before making the purchase and let me know what happens.

3) Have you gotten any e-mails about purchases? Please make sure to check your spam folder in case they got marked as spam by your e-mail client or your e-mail server.

[Devika]

Thanks! Yes, I had received a separate email about this purchase with another link to make the payment. This email was in my junk folder. I have now been able to complete the purchase through this email. Thanks for you help!

[treed]

Okay, great, I'm glad to hear that. Thanks for the info!