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Can't logon - chat support is useless ....


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I am trying to logon to adjust my licenses as I have had to reinstall the OS on a clean disk. From another machine, I can't logon to the web portal. I can use the Malwarebytes app to ADD another license (not want I want to do - but surprise surprise taking money off me causes no issue), but I can't actually logon to my account. What is so frustrating is that the bleeding chat just takes me round in circles and says to get get support for this problem I need to logon ... well no ***** sherlock!

What use is that when that is the problem.

To say I am hacked off and frustrated is beyond an understatement ... WTF am I supposed to do?

 

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  • Staff

***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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<Bangs head against table>

Anyone still having trouble after the 'fix'? I now get the verification code entry screen for a 'new' location (it isn't but that is a side issue) but the verification code never gets sent to the email address. I have checked the server is working by sending myself an email from my google mail account.

Very frustrating - and I can't find the link I found originally for raising a ticket either so I am completely stuffed atm.

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Well, I have just tried it again ... I get the verification screen but no email is received (waited about 10 minutes) ... but I have had incoming emails so the server is up and working. Spam folder is empty. I have also checked the spam policy and it is not in any quarantine locations either on the system. I doubt the email is getting sent properly.

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1 minute ago, chc-pr said:

Well, I have just tried it again ... I get the verification screen but no email is received (waited about 10 minutes) ... but I have had incoming emails so the server is up and working. Spam folder is empty. I have also checked the spam policy and it is not in any quarantine locations either on the system. I doubt the email is getting sent properly.

Perhaps I should also add I am the postmaster for the mailserver, so even if the address is wrong it should still get to me as the domain IS correct. In fact I regularly make use of this feature so I know 100 per cent that it is working. No email is getting to me.

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This thread may be too intertwined to be split.

@chc-pr started this thread and should continue here.

I suggest @jimmyjohn start a new thread.

This way both members can get individualized attention to their issues as needed.

 

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