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Website Account Sign-In issue

DarthVitrial
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DarthVitrial

DarthVitrial

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Whenever I try to login to my account on the Malwarebytes website, regardless of browser (I've tried Edge, Firefox, and iOS Safari), it simply says "Something went wrong" and then sends me an email saying "verify your recent sign in", with a code attached. The problem is, there is nowhere on the sign in page to enter that code - it just keeps saying "something went wrong", but never gives me any options, and the only forms there are username/password and the captcha.

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Malwarebytes

Malwarebytes

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***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:

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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

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garryf

garryf

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Posted

Same here---same issue --cannot log in---Had a license on my phone and updated sw and then it says to install a license....So I try to go into my account to see whats going on and cant get in no matter what I do.

For such a big company you would think someone would be there on weekends.

Geesh. No bueno.

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Porthos

Porthos

Posted
Posted (edited)
1 hour ago, Nigel_Igger said:

the one day I do a fresh install of Windows 11 and need to reactivate it

In the future if possible, Do the following first if you are reinstalling Windows.

  1. Open Malwarebytes for Windows.
  2. Click the cog icon Cog_21x21__3_.png in the top-right corner.
  3. Click the Account tab.
  4. Under the License key field, click Deactivate.

 

Edited by Porthos
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  • 6 months later...
Porthos

Porthos

Posted
Posted
1 minute ago, YOYO0022 said:

I don't know why mine doesn't work

 

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.

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