Jump to content

When will support respond? It's been 5 days.

Recommended Posts

I bought Malwarebytes and was sent to the 2Checkout page. The page was blank with only the amount of money I spent on the product being displayed. The part of the site that displayed the cost was to the left of the page and quite small, while a larger portion to the right of the page was completely white. My best guess is that I should've seen something else there but along the way it went wrong. 


It's less of a random guess and more of an informed presumption, because when I checked my receipt in my mail it said "Delivery: Download". So there should've been some link on the page I guess.


I submitted a support ticket through mail and have waited for a few days now. I'm aware that they aren't going to be working on weekends, so technically It's only been 3 workdays. I'm wondering how many days it usually takes though. Any ideas?

Link to post
Share on other sites

  • Staff

***This is an automated reply***


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:

  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.













If you are having licensing issues, please do the following: 


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

Link to post
Share on other sites

Hello @kalapaki and :welcome::

Typically, it may now take 3 to 7 business days after you receive an email acknowledgement with your help desk ticket number.

Please don't worry about the topic's title as your subsequent posts explains things well.


Edited by 1PW
Link to post
Share on other sites

3 hours ago, kalapaki said:

....when I checked my receipt in my mail it said "Delivery: Download". So there should've been some link on the page I guess.

Hi. That snippet indicates you received a Email confirmation of the purchase. Correct? Keep that email in a very safe spot. You should also print it out for added safekeeping. With email you provided at purchase time as one key bit, you should be able to login onto Malwarebytes' MyAccount page to see your account details. The first time you would not have a password, so you follow the article's section "Setup ACCOUNT" link on the Email you received ( after purchase).


When you purchase a subscription from the Malwarebytes Online Store, an account is automatically linked to the email address you used to make the purchase. To activate your account:


Link to post
Share on other sites

By the way, there is also a support article "View order history and invoices in My Account"

and a entire section "My Account & Billing" https://support.malwarebytes.com/hc/en-us/categories/360002458094-My-Account-Billing

Link to post
Share on other sites

Create an account or sign in to comment

You need to be a member in order to leave a comment

Create an account

Sign up for a new account in our community. It's easy!

Register a new account

Sign in

Already have an account? Sign in here.

Sign In Now
  • 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.