Jump to content

[ RESOLVED ] I'M UNABLE TO CHANGE BILLING CHARGE ACCOUNT FROM LAST USED TO NEW.


Recommended Posts

Tried entering estore malwarebytes address in always trust allow cookies chrome and Avast Firewall allow trusted, Avast VPN and ads/tracker block off. Enter new billing acct info, clicked save, but it doesn't save keeps going back to past used acct which won't work for auto renew Nov 4 2022. So turned off auto-renew to see if new acct would save. Nope. :-(((

  Any ideas suggestions ?? Might it be because it's a VISA debit from chqing acct ??

Edited by AdvancedSetup
Corrected font issue
Link to post
Share on other sites

  • 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:

Spoiler
 
 
 
 
Spoiler

 

 

01.png

02.png

03.png

04.png

05.png

06.png

 

 

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

  • Like 1
Link to post
Share on other sites

8 minutes ago, Cam59 said:

Tried entering estore malwarebytes address in always trust allow cookies chrome and Avast Firewall allow trusted, Avast VPN and ads/tracker block off. Enter new billing acct info, clicked save, but it doesn't save keeps going back to past used acct which won't work for auto renew Nov 4 2022. So turned off auto-renew to see if new acct would save. Nope. :-(((

  Any ideas suggestions ?? Might it be because it's a VISA debit from chqing acct ??

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.

 

Edited by AdvancedSetup
Corrected font issue
Link to post
Share on other sites

1 hour ago, Porthos said:

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.

 

A ticket was submitted thanks.

Link to post
Share on other sites

1 hour ago, AdvancedSetup said:

Try without VPN enabled. Without any browser content blocking enabled and see if that helps or not.

Also, if you have 2FA enabled (as you should) make sure your Date & Time are set correctly to an atomic clock

 

I did all that as said in post. What is 2FA ??

Link to post
Share on other sites

9 hours ago, AdvancedSetup said:

Two-factor authentication
https://en.wikipedia.org/wiki/Help:Two-factor_authentication

I've sent a request to see if someone can try to escalate your ticket.

 

 

Thanks. Someone can close that ticket and mark my issue resolved as I was able to switch payment method to Paypal from other acct and renew that subscription. Thanks.

  • Thanks 1
Link to post
Share on other sites

Guest
This topic is now closed to further replies.
 Share

  • Recently Browsing   0 members

    • No registered users viewing this page.
Back to top
×
×
  • Create New...

Important Information

This site uses cookies - We have placed cookies on your device to help make this website better. You can adjust your cookie settings, otherwise we'll assume you're okay to continue.