My Accout has been compromised-need help ASAP

[GTR_RO]

Today I noticed some odd computer behavior and when I went to run a scan I found that MB software had been removed from my computer.  I have three devices protected.  And when I tried to enter my main account on my main computer, I got an email stating you did not recognize the device I was using even though I have been using this computer for over a year with Malwarebytes.  And I am unable to get into my account and I can't change my password.  As I recall when I had an incident a few weeks ago - MB popped a message that says it had blocked some malware from getting into my computer but I think that was not true!  Please help ASAP. 

[Porthos]

25 minutes ago, GTR_RO said:

And I am unable to get into my account and I can't change my password.

Are you talking about your my.malwarebytes.com account?

27 minutes ago, GTR_RO said:

when I went to run a scan I found that MB software had been removed from my computer. 

Please do the following so that we may take a closer look at your installation for troubleshooting:

NOTE: The tools and the information obtained is safe and not harmful to your privacy or your computer, please allow the programs to run if blocked by your system.

 

• Download the Malwarebytes Support Tool
• In your Downloads folder, open the mb-support-x.x.x.xxx.exe file
• In the User Account Control pop-up window, click Yes to continue the installation
• Run the MBST Support Tool
• In the left navigation pane of the Malwarebytes Support Tool, click Advanced
• In the Advanced Options, click Gather Logs. A status diagram displays the tool is Getting logs from your machine
• A zip file named mbst-grab-results.zip will be saved to your desktop, please upload that file on your next reply

Thanks

[GTR_RO]

On 10/9/2022 at 12:26 AM, Porthos said:

Are you talking about your my.malwarebytes.com account?

Please do the following so that we may take a closer look at your installation for troubleshooting:

NOTE: The tools and the information obtained is safe and not harmful to your privacy or your computer, please allow the programs to run if blocked by your system.

 

• Download the Malwarebytes Support Tool
• In your Downloads folder, open the mb-support-x.x.x.xxx.exe file
• In the User Account Control pop-up window, click Yes to continue the installation
• Run the MBST Support Tool
• In the left navigation pane of the Malwarebytes Support Tool, click Advanced
• In the Advanced Options, click Gather Logs. A status diagram displays the tool is Getting logs from your machine
• A zip file named mbst-grab-results.zip will be saved to your desktop, please upload that file on your next reply

Thanks

 

[GTR_RO]

I followed these instructions - but since I do not have an assigned support ticket, when the program asked for a support ticket, I opted for not having a ticket and the only button on the next screen was 'repair' and I clicked it and it uninstalled MB, then reinstalled it.  You didn't mention about having or not having a ticket.  I hope the information needed to examine the results has not been deleted along with the program! 

[Porthos]

On 10/8/2022 at 11:26 PM, Porthos said:

Are you talking about your my.malwarebytes.com account?

I asked this first. What is the answer??

 

[GTR_RO]

As I originally wrote:  I am unable to get into my account and I can't change my password.  Sorry - thought you would realize I was talking about my user account with MB. 

[Porthos]

1 minute ago, GTR_RO said:

As I originally wrote:  I am unable to get into my account and I can't change my password.  Sorry - thought you would realize I was talking about my user account with MB. 

This is one issue only the support desk can address.

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.